Ninoshka Turbi

Promoted from Onboarding CSM to manage a larger portfolio of established contractor accounts, focusing on activation, platform adoption, and value realization. Owns key customer success metrics and develops targeted strategies to increase platform usage.

Owned the end-to-end onboarding experience for new customers, guiding contractors from setup to successful activation and platform adoption. Drove activation rates and early-stage usage through education and targeted outreach.

Early member of the Retention team, helping establish and scale retention processes during rapid growth. Managed a portfolio of 500 SMB accounts, achieving a 50% retention rate across at-risk accounts through proactive engagement and value-based strategies.

Managed a portfolio of 350 customer accounts, ensuring seamless onboarding, adoption, and satisfaction. Led training sessions and proactively identified churn risks to maintain high renewal rates.

Built and strengthened long-term client relationships, increasing retention and engagement. Developed upselling and cross-selling strategies and provided data-driven marketing insights to optimize client digital presence.

Promoted from Sales Representative to Remote Administrative Manager based on performance. Booked appointments via inbound and outbound channels, handled inbound chats and calls, and maintained CRM data and scheduling.

Worked on contact center projects for Spirit Airlines and Bella Online Banking, handling high-volume inbound traffic. Promoted to Online Banking Specialist for accuracy and speed in handling sensitive transactions.

Pursued studies in Business Administration and Management at Bow Valley College in Calgary, Canada, completing in 2022.

Completed the Advanced Search Engine Optimization course offered by Semrush.