Relationship management
Build and maintain B2C and B2B relationships across web, phone, email, chat, and retail channels, with a focus on retention and account growth.
Toronto, Ontario
Customer support
that keeps business moving.
Customer Support · Sales Specialist · B2C/B2B CRM
20+ years across customer support, CRM, account management, and e-commerce in B2C and B2B settings.
20+Years across B2C and B2B
50+Enterprise accounts managed
5Customer-facing channels
01 Profile
I solve customer issues and improve the systems behind them.
With 20+ years across B2C and B2B environments, my background spans customer service, sales support, account management, CRM, e-commerce, and Software as a Service (SaaS).
I manage high-volume customer interactions with a focus on retention, repeat business, and account growth. Using Salesforce, Zendesk, HubSpot, Five9, and AI-assisted tools, I improve documentation, reporting, ticket routing, and escalation support.
Strengths
CRM systems fluency
Use Zendesk, Salesforce, HubSpot, and Five9 for routing, lifecycle tracking, documentation, and follow-up.
AI fluency
Use ChatGPT and Claude to develop client resources, support reporting, and improve consistency across onboarding, documentation, and escalations.
02 Results
Proof at a glance.
20+ years
Customer support and client service across B2C and B2B environments.
200–500
Weekly client interactions across multiple accounts.
1,500–2,500
Monthly retail transactions with consistent KPI performance.
50+ accounts
Salesforce-based account management for national brands.
03 Expertise
What I work with.
Customer support
- B2C and B2B service
- Issue resolution
- Escalation management
- Customer retention
CRM systems
- Zendesk
- Salesforce
- HubSpot
- Five9
Performance
- KPI and CSAT reporting
- Workflow improvement
- Account growth
- Sales reconciliation
Digital delivery
- E-commerce
- Client documentation
- AI-assisted resources
- Agile delivery
04 Experience
Selected experience.
Selected scope and results. Full details in the resume.
2013–Present
Client Solutions & Project Consultant
Rebel Digital
Selected clients: Commerce Dynamics (CDi), Vigorate Digital, and Broadplay Mobile
Manage high-volume B2C and B2B CRM support while coordinating Agile, Waterfall, and hybrid projects from discovery and requirements through development, QA, launch and reporting.
- B2C and B2B CRM support
- Digital project planning and delivery
- Cross-functional team coordination
2021–2024
Customer Experience Associate
Arterra Wines Canada
Delivered high-volume retail service, product guidance, order support, and sales reconciliation.
- 1,500–2,500 monthly transactions
- PredictSpring POS workflows
- Z reports and KPI tracking
2005–2012
Customer Solutions and Account Manager
N5R / Connectus
Selected clients: Jeep/Chrysler, NHL, BBDO, Kraft, Coca-Cola, Bank of Montreal
Managed acquisition, engagement, and retention for national-brand accounts, CRM programs, and CPG email and loyalty marketing campaigns.
- 50+ Salesforce accounts
- Account growth and retention
- Direct and agency global brands
05 Credentials
Education and certifications.
B.A. (Hons.)
University of Toronto
Microsoft Certified Professional (MCP)
Microsoft
PMI Agile Certified Practitioner (PMI-ACP)
Project Management Institute
Toronto, Ontario
Support experience that connects customers, systems, and growth.
Available for Toronto-based and remote roles in customer support, CRM, client service, and sales support.