Open to opportunities

Sardia B

@sardiab

Implementation Specialist and Customer Success leader, driving end-to-end client onboarding and adoption with repeatable processes.

Canada

Message

What I'm looking for

I’m looking for a customer success or implementation role where I can own onboarding end-to-end, improve SOPs, coach teams, and ensure smooth adoption through proactive troubleshooting and cross-functional collaboration.

I’m a client-facing Implementation Specialist with 7+ years leading onboarding, account setup, and process implementation across financial services, government, and administrative operations. I turn a new client’s needs into a smooth, well-documented setup experience and keep momentum from intake to adoption.

I’ve owned client onboarding end-to-end, including building a Standard Operating Procedure (SOP) system from scratch to replace a manual process. I also managed active portfolios of 150+ accounts through structured, repeatable processes, coaching teams and catching friction points before they become problems.

In my current role, I lead end-to-end onboarding for new clients and vendors—coordinating account setup, documentation, stakeholder communication, and follow-up to ensure successful implementation and adoption. I also build and maintain recruitment and onboarding workflows from screening through final hire for 50+ applicants, while keeping records accurate and organized for compliance.

Previously, I supported complex onboarding and issue resolution in a federal tax agency and served as a subject matter expert at a major Canadian bank, using Salesforce CRM daily to document interactions, manage cases, and track performance. Earlier on, I built an SOP system from scratch and trained colleagues, improving team quality scores by 20%+ through coaching and process improvements.

Experience

Work history, roles, and key accomplishments

Current

Client Onboarding Coordinator

Current

Noir Management

Apr 2025 - Present (1 year 3 months)

Led end-to-end onboarding for new clients and vendors, coordinating account setup, documentation, stakeholder communication, and follow-up to support implementation adoption. Built and maintained recruitment and onboarding workflows for 50+ applicants and served as the primary client contact throughout onboarding.

Client Onboarding Vendor Onboarding Documentation Customer Success Issue Resolution Cross Functional Collaboration

Collections & Client Support Officer

Canada Revenue Agency

Jan 2022 - Sep 2024 (2 years 8 months)

Managed a portfolio of 150+ customer accounts, resolving complex issues and guiding clients through onboarding onto new payment structures for smooth adoption. Coordinated with legal, compliance, and enforcement teams and provided coaching and quality reviews for process changes.

Collections client support Portfolio Management Client Onboarding Requirements and Expectations Case Documentation Quality Coaching Training Team Meetings

Credit & Client Support SME

Royal Bank of Canada (RBC)

Apr 2019 - Jan 2022 (2 years 9 months)

Served as a subject matter expert on loans, credit cards, and lines of credit, translating technical account details into clear guidance during account setup. Collected client requirements, configured account solutions, flagged at-risk accounts, and used Salesforce CRM to document interactions and manage cases.

Credit Support Loans Credit Cards Line Of Credit Requirements Gathering Credit Risk Collaboration Salesforce Case Management Performance Monitoring

Customer Support Representative

Cash Money

Aug 2018 - Feb 2019 (6 months)

Built an SOP system from scratch to replace a manual process, improving onboarding time consistency. Processed 30+ customer transactions daily, resolved client issues, and maintained client databases and mailing lists to support outreach and account management.

SOP Development Process Improvement Customer Support Transaction Processing Withdrawals Issue Resolution Client Data Management Client Outreach