Evanfleming22

Multidisciplinary professional with a proven track record in customer experience, logistics, insurance sales, education, and technical support. Adept at streamlining operations, solving complex problems, and driving team productivity through innovative systems and cross-functional collaboration.

• Client Relationship Management
• Cross-Functional Team Collaboration
• Home, Auto, Travel Insurance Sales
• In-House CRM Software
• Mentorship & Coaching
• Microsoft Office Suite
• Network Troubleshooting
• Salesforce
• SAP
• Software Installation and Configuration
• Strong Communication
• Gestion du temps

1. Customer Experience Manager

   Syssec

   janv. 2024 to Aujourd’hui

   Fort Erie, ON

   • Led a five-member support team serving B2B clients across North America • Increased CSAT scores to 94% through training and process optimization • Resolved escalated issues swiftly, contributing to a 15% increase in customer satisfaction scores. • Leveraged KPI dashboards to track support metrics and identify customer experience trends for continuous improvement

2. Logistics Management Coordinator

   Majorel

   janv. 2023 to janv. 2024

   Remote

   • Delivered Salesforce training and UI guidance to users, increasing platform adoption and reducing support tickets • Collaborated with leadership to establish customer service best practices, accelerating issue resolution and enhancing service efficiency • Executed order support functions using SAP, including processing returns, managing renewals and refunds, and delivering responsive customer service • Managed a high volume of daily support tickets with precision, utilizing technical documentation analysis to drive accurate and timely order resolutions

3. Travel Insurance Advisor

   Allianz Global

   janv. 2022 to janv. 2023

   Remote

   • Oversaw high-volume client accounts and conducted detailed eligibility assessments, boosting insurance policy conversion rates and minimizing onboarding errors in a fast-paced inbound call center. • Consistently achieved $10K+ in monthly insurance sales by tailoring coverage solutions to client needs, contributing to regional revenue growth • Delivered prompt resolution of setup and policy inquiries, reducing support escalations by 10% and improving overall customer experience • Collaborated with cross-functional teams to improve business processes and implement change managment

4. SaaS Account Manager

   Avetta

   janv. 2020 to janv. 2021

   Remote

   • Supported B2B clients in aligning supply chain operations with OSHA and MSHA standards, ensuring full regulatory compliance • Acted as a user-level Salesforce expert, training end users on website functionality and UI navigation • Helped define and implement customer service best practices through cross-functional collaboration, improving client satisfaction and team performance • Delivered expert-level SaaS assistance in a fast-paced sales setting, driving customer satisfaction and operational efficiency

5. Property & Casualty Insurance Sales Advisor

   BelairDirect

   janv. 2018 to janv. 2019

   Vancouver, BC

   • Delivered above-target sales performance ($5K+/month) and sustained top 10% ranking in conversion and call handling metrics • Leveraged CRM tools to track engagement and follow-through, driving repeat business and upsell opportunities • Played a key role in achieving team KPIs through consistent call handling and quality-focused customer interactions • Provided onboarding and sales training for new insurance advisors, supporting team readiness and performance

6. Telecommunication Technician

   Telus

   janv. 2017 to janv. 2018

   Vancouver, BC

   • Installed and serviced internet/TV systems across residential and commercial sites, achieving a 95% first-time resolution rate • Utilized portable modems and diagnostic tools to troubleshoot network issues, minimizing repeat visits and service disruptions • Configured IP settings and installed coaxial/twisted pair cabling to enhance service reliability and boost customer satisfaction • Repaired exterior infrastructure to minimize service downtime and expand coverage • Consistently upsold TELUS TV and internet packages upon job completion

7. Adult Education Instructor

   Sask YI

   janv. 2015 to janv. 2016

   Sturgis, SK

   • Provided personalized computer literacy instruction to adults, improving tech fluency and self-sufficiency • Developed customized lesson plans using skill gap analysis, driving higher learner participation and successful course outcomes • Delivered personalized tech support in residential settings, building strong client relationships through effective issue resolution

8. Teaching Assistant

   Good Spirit School Division

   janv. 2014 to janv. 2015

   Sturgis, SK

   • Tutored elementary students in core subjects, contributing to measurable gains in academic achievement and engagement • Implemented differentiated teaching approaches to support diverse learners and cultivate inclusive educational practices

1. Vancouver Island University

   Bachelor of Education

   Nanaimo, BC

   2015 to 2016

2. Vancouver Island University

   Bachelor of Arts, English

   Nanaimo, BC

   2010 to 2014

3. Canadian Armed Forces, Airforce Base

   Electronics Trades Associate Degree

   Kingston, ON

   2008 to 2010

4. BCIT

   Computer Programming Certification

   Burnaby, BC

   2005 to 2007

• Active TICO License