Senior Commercial Engineering & Customer Success Manager - Portage Cybertech (Notarius)
(2025-01)
- Lead enterprise client accounts through the full lifecycle — onboarding, expansion, and renewal — ensuring high retention and satisfaction.
- Collaborate with product and engineering teams to drive feature adoption and deliver tailored solutions to strategic clients.
- Manage executive-level relationships, serving as the primary point of contact for complex, high-value accounts.
Technical Support Manager - Portage Cybertech (Notarius)
(2023-01 - 2025-01)
- Oversaw daily operations of the customer support team, defining KPIs and implementing continuous improvement processes.
- Reduced ticket resolution time by optimizing escalation workflows and internal knowledge documentation.
- Mentored and coached a team of support specialists, fostering a culture of accountability and customer-first thinking.
Customer Success Manager - Portage Cybertech (Notarius)
(2022-01 - 2023-01)
- Maintained high client satisfaction scores by proactively addressing risks and identifying upsell opportunities.
- Supported the product deployment process for key enterprise clients, ensuring smooth rollout and adoption.
- Created comprehensive internal and external procedure documentation for the department, improving team efficiency.
- Managed client accounts end-to-end: account opening, ongoing follow-ups, and profile updates.
Technical Support Team Lead - Portage Cybertech (Notarius)
(2021-01 - 2022-01)
- Supervised a team of technical support agents; coordinated workload distribution and performance reviews.
- Acted as an escalation point for complex technical issues, collaborating with development and product teams for resolution.
- Led onboarding and training for new support team members, reducing ramp-up time.
Technical Support Specialist – Levels 1 & 2 - Portage Cybertech (Notarius)
(2016-01 - 2021-01)
- Provided multi-channel technical support (phone, email, live chat) covering subscription management, product installation, and usage.
- Documented tickets accurately and ensured timely resolution within SLA targets.
- Collaborated cross-functionally with internal teams to resolve complex technical issues.
- Maintained and updated internal support documentation as processes evolved.
- Participated in external customer service projects as needed.
Disability Benefits Payment Specialist - Sun Life Financial
(2015-01 - 2016-01)
- Reviewed member contracts to assess eligibility for disability benefits in coordination with Service Canada and the Régie des rentes du Québec.
- Followed up on application decisions (approvals and denials) with government agencies.
- Processed overpayment recovery and released monthly benefit payments to eligible members.
Life Settlements Service Representative - Sun Life Financial
9 months (Contract)
- Managed claims files for deceased members and handled inbound correspondence and calls.
Customer Service Representative - Sun Life Financial
(2010-01 - 2014-01)
- Processed new individual life insurance applications and received medical documentation from clients.
- Assisted in the training and onboarding of new employees.
