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Kalla A

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Customer Success Manager
Montreal, Quebec, Canada
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Résumé

Jobs verified_user 0% verified
  • Coveo
    Customer Success Manager
    Coveo
    Jul 2024 - Current (2 years 4 months)
  • Coveo
    Senior Technical Account Manager
    Coveo
    Oct 2022 - Aug 2024 (1 year 11 months)
    As a Technical Account Manager at Coveo, I've developed and maintained strong client relationships through consistent communication and exceptional customer service. I oversee strategic accounts' support cases to help in prioritizing and addressing blockers. I analyze client data to identify and address client needs by proactively suggesting solutions; and provide insights to improve product performance and drive revenue growth. I act as a subject matter expert on the product and provide training and support to clients as needed. I collaborate with crossfunctional teams to ensure client success, including product development, sales, and support teams. Show less
  • Lightspeed Commerce
    Tech Lead, Support
    Lightspeed Commerce
    Dec 2021 - Oct 2022 (11 months)
    Served as the technical lead for the eCommerce product: coaching and training new escalation agents and acted as a technical resource for the team and other departments. Lead efforts to maintain a prioritized list of product enhancements and new features for theOmni/ eCom product, and effectively communicated product changes to all affected teams Fostered and nurtured a relationship with ProductManagers and Developers and played a key role in challenging and/or justifying product decisions that have customer impact Collaborated with Sales, Product, Development,Marketing and Strategic Solutions teams to improve client experience via improved workflows and product feature requests. Improve the team performance by closely evaluating Support sp
  • Lightspeed HQ
    eCommerce Support Specialist III
    Lightspeed HQ
    Sep 2020 - Dec 2021 (1 year 4 months)
    Applied deep product expertise in solving escalations cases and serving as a technical resource for the team and other departments Collaborated cohesively with other departments like sales and product development departments to identify and address customer-impacting bugs/issues. Contributed actively to knowledge-sharing and documentation initiatives, especially the eCom newsletter. Identified and worked on coaching opportunities to improve Lightspeed Support operations.
  • Lightspeed HQ
    e-Commerce Support Specialist II
    Lightspeed HQ
    Jan 2019 - Sep 2020 (1 year 9 months)
    Acted as the point of contact for customers’ inquiries and resolved all customer-related issues. Communicated customers’ requirements to the support team to ensure proper execution of projects. Undertook various support projects, resolved customer issues promptly, and ensured customer satisfaction metrics were met.
  • Payza
    Account Manager
    Payza
    Jul 2016 - Jul 2017 (1 year 1 month)
    As an account manager, I was the first contact for merchants wishing to open a business account to receive checkout payments for their e-commerce websites. I evaluated the risk associated to their businesses to later set up their accounts accordingly, and guide them in meeting our compliance requirements. When not busy handling merchant escalations and overseeing our small team of customer support agents in India, I also used assist with business development projects.
  • PUBLIC MOBILE
    Community Moderator
    PUBLIC MOBILE
    Dec 2015 - Jun 2016 (7 months)
    I responded to inquiries on the company' s social media platforms, as well as managed interactions between the members of our public forum.
  • c
    Social Media Coordinator
    cooked4U.com
    Sep 2015 - Dec 2015 (4 months)
    In my position as a social media coordinator, I took care of finding and creating content pertaining to my company's product and mission, and posting it on various social media channels. I created the bi-weekly newsletter. As cooked4U.com was a startup, I got to participate in various activities relating to our overarching marketing strategy.
  • Engineering and Commerce Case Competition
    Vice President of Logistics
    Engineering and Commerce Case Competition
    Feb 2013 - Apr 2014 (1 year 3 months)
    The Engineering and Commerce Case Competition was the first of its kind: for a week, a team of fours students per participating university, would be competing in 3 case studies that were excellent simulations of real life situations in the sense that they required a blend of both business and engineering notions. The goal of the Vice President of Logistics is to take care of the overall organization of the annual competition, alongside some other minor events, such as the hotel and venues bookings, the scheduling of transportation, the management of the competition's volunteers'. Show less
Education verified_user 0% verified
  • Goldsmiths, University of London
    Goldsmiths, University of London — MA in Global Media And Transnational Communications, Communication and Media Studies
    Goldsmiths, University of London
    Jan 2017 - Dec 2018 (2 years)
  • Concordia University
    Concordia University — Bachelor of Commerce (BCom), Marketing
    Concordia University
    Jan 2012 - Dec 2015 (4 years)
  • L
    Lycée Denis Diderot — French Baccalaureate, Sciences
    Lycée Denis Diderot
    Jan 2004 - Dec 2012 (9 years)
    In 10th grade, I, with the help of my classmates, came up with a humanitarian project to help schools in the numerous Nairobi slums. We would host bake sales, and yard sales to earn money, and later bought stationary and non-perishable goods for kindergartens and middle schools in those slums.
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