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Ilan Kagan

Ilan Kagan

Customer Success Enthusiast

41 years old
Vancouver (V5L1L2) Canada (British Columbia)
Freelancer Available
I'm an incurable geek, information junkie, and space cadet.

I have a passion for communication, games, good food, and the Oxford Comma. My strengths lie in articulation, analysis, and adaptability. In that way, I consider myself a triple-A candidate.

I also make a lot of puns.
Resume created on DoYouBuzz
  • Grew the Customer Success function at Convertus from two people and an outlook inbox to a scaled 15-person strong team operating within a fit-to-purpose tech stack, as well as tight, defined SLAs
  • Aligned all post-sale Customer Contact work streams (reactive support, onboarding, and account management) into a holistic customer success department
  • Duties include: client escalations, staff coaching, mentorship, hiring, and performance management
  • Responsible for curating and executing on a robust departmental roadmap
  • Created the process and documentation for anybody in the company to pitch a new software or process
Learn more
  • Oversaw rollout of Intercom across all departments of the company, replacing zopim for BD and groove for support
  • Developed several new curated reports for c-level executive client personas
  • Internal and external data analytics
  • Assisted in redesigning the onboarding flow for all new clients

Freelancer

Freelance
Since January 2015
Freelancer
Vancouver
Canada - British Columbia
  • Successfully coached clients through negotiations with buying departments for Tractor Supply and Amazon
  • Built websites using Wix, Wordpress, and Drupal
  • Inbound marketing - blogging, landing pages, and e-mail funnels
  • E-commerce management: Ebay, Etsy, Amazon Marketplace, and client-operated stores using Shopify, Wix, etc
  • Grew Mobile Phone category 15% (by sales share) year on year
  • Recommended purchases of all consumer electronics, toys, and lighting products
  • Generated weekly market/competition reports to complement system-generated sales reports
  • New vendor identification, negotiation,and management
  • Occasional logistics management
  • Systematized content collection for Social Media & packaging nutrition claims and serving sizes - allowing for easy recall and reference.
  • Social Media Management for 3 facebook pages, 3 twitter feeds, 1 pinterest.
  • Content Creation / Copywriting / Public Relations
  • Logistics Management
  • Developed presentations to assist with new client briefings/RFP followups.
  • Within 2 years - imports successfully grown over 400%. From 1 container every 60 days in 2010 to over 3 containers per month by August 2012
  • Grew our supplier base from 1 factory in Shenzhen, to 6 independent suppliers across China and Vietnam who also supply the likes of Carrefour, Tescos, and Despar Italia.
  • Price negotiations.
  • Volume negotiations
  • Monitoring shipment status.
  • Interpreting sales reports
  • Ensuring supplier compliance with international standards.
  • Identification of potential new suppliers.
  • Ensuring deliveries occur as close to schedule as possible.
  • Cost Estimation.
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Public Relations

Conestoga College - Kitchener - Ontario

September 2004 to May 2006
Two year diploma program in Public Relations.

Skills learned included Crisis Management, Event Management, Media Relations, Core Publishing Skills.
  • Systems and process architecture
  • Workflow creation and management
  • Customer-first communications
  • Retention and Expansion
  • Relationship management
  • Interviewing & Hiring
  • KPI Setting & Management
  • Coaching & Mentorship
  • Data manipulation & reporting
  • External reporting analysis
  • Strong Google-Fu
  • Internal Communications
    Written and In-Person
  • External Communications
    Written and In-Person
  • Escalation Management & Crisis Communications
  • Negotiation
  • Estimation
  • Sourcing
  • Operational Management
  • I have lived on 3 continents in the last decade. Africa, Europe and North America.
  • I have an adventurous palate, and enjoy new culinary discoveries from around the world.
  • I am a competitive gamer, who participates at a high level in multiple games.
  • I understand that the mindset of utilizing available resources to reach an objective is important in all areas of life, and not just in the gaming arena.
  • In addition to making me more competitive, gaming reinforces the idea that teamwork and effective communication strategies inside a team can make the difference between success and failure.