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@kayleighlacasse
Dynamic Implementation Specialist with a passion for client success.
I am a dedicated Implementation Specialist with over two years of experience in client onboarding and training. My track record includes orchestrating seamless software integrations and achieving a 100% project completion rate while maintaining a 96% Customer Satisfaction Score. I thrive in fast-paced environments, managing over 100 client accounts and providing ongoing training and technical support to ensure a smooth user experience.
In my previous roles, I have consistently outperformed departmental averages, leading my team in launching integrations and improving customer satisfaction. My collaborative approach with cross-functional teams has allowed me to resolve issues effectively and enhance client success. I am passionate about leveraging my skills in technical support and customer engagement to drive positive outcomes for clients and organizations alike.
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Work history, roles, and key accomplishments
Epos Now
Jan 2025 - Present (10 months)
Manage and support over 100 client accounts, providing training and technical support. Lead software integrations with a 100% project completion rate and maintain a 96% customer satisfaction score. Collaborate with cross-functional teams to enhance client success.
Concentrix
May 2023 - Jan 2025 (1 year 8 months)
Achieved a 95% customer satisfaction score by addressing user needs and concerns. Improved first-call resolution by 15% and reduced complaints by 30% through effective communication and problem-solving techniques.
Broadway Licensing
Apr 2023 - Apr 2024 (11 months)
Utilized Zendesk and Shopify to manage over 150 inquiries weekly, achieving a 95% customer satisfaction rate. Implemented a customer feedback system that improved service delivery by 25% and analyzed trends using SQL.
Degrees, certifications, and relevant coursework
Bachelor of Science, Digital Media
2016 - 2020
Bachelor Degree of Science in Digital Media, focusing on the integration of technology and media to create engaging digital experiences.
Software and tools used professionally
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