Welcome to my Career Spotlight section! Here, I showcase summaries and highlights from my current and previous roles.

SkyHive by Cornerstone | Senior Training Consultant - Jan 2025 - PRESENT

  • Lead Senior Training Consultant driving the design and delivery of compelling training programs and content for SkyHive's clients, partners, and internal teams.

    Training & Development
    • Design and execute strategic training programs that align with curriculum goals and drive measurable results
    • Build and maintain a comprehensive knowledge base of internal and external training resources
    • Create tailored learning content to meet specific client needs, including in-depth guides and video tutorials
    • Continuously improve training methods and materials based on participant feedback and industry best practices

    Marketing Content Creation
    • Lead voice talent for SkyHive's video content, ensuring consistent brand messaging
    • Create compelling educational and promotional content that resonates with clients and prospects
    • Develop dynamic multimedia training materials to enhance learning outcomes and user engagement

Toplack Audio | Voice-Over Artist - July 2011 - PRESENT

An independent voice-over artist for over a decade.

Voice Over Work

• Develop voice and style to suit the needs of a project; study and rehearse lines with the appropriate expression for presenting material for commercials, videos, and announcements.

• Communicate with clients to determine project requirements and obtain script and specifications.

• Prepare material and attend recording session as scheduled, meeting established deadlines.

Highlights:

• Hosted, wrote and produced the Pro Wrestling Stories Podcast which recently crossed the 95,000 download mark while at one point, ranking in the Top 65 Sports Podcasts in North America.

• Achieved over 500,000 downloads and views combined over the past 8 years.

• Selected as the voice for the Total Guard Protection Plan available at all Leon's locations.

• Selected as the voice for a social media campaign for the City of Toronto.

SkyHive by Cornerstone | Education and Training Manager - Nov 2023 - Dec 2025

SkyHive is an award-winning AI Startup with a vision to reskill the world. Our mission is to organize the world's workforce data.

CLead strategist responsible for designing and implementing comprehensive training programs for clients, partners, and internal teams at SkyHive.

Core Responsibilities

Training & Development

• Design and execute strategic training programs aligned with curriculum objectives
• Maintain and expand comprehensive knowledge base of internal and external training resources
• Create customized learning content tailored to specific client needs
• Drive continuous improvement of training methodologies and materials

Marketing Content Creation

• Serve as lead voice talent for SkyHive's video content
• Produce engaging educational and promotional content for clients and prospects
• Develop multimedia training materials to enhance the learning experience

Technical Support Leadership (Through January 2024)

Managed front-line support operations for the entire SkyHive organization, achieving exceptional performance metrics:

• 99.1% Customer Satisfaction score
• 21-minute median first response time
• 29.1-hour median first resolution time
• 47.4-hour median full-resolution time

*Note: Support operations successfully transitioned to Cornerstone Support as of January 10, 2024.*

SkyHive | Director, Client Training and Support - Dec 2022 - Oct 2023

  • As Director of Client Training and Support, I spearheaded comprehensive learning and support strategies while fostering a thriving Customer Community. Leading a dynamic team of Training & Enablement Specialists, Customer Support Managers, Customer Value Specialists, and Account Managers, I drove initiatives that consistently exceeded client expectations and operational targets.

    Training
    • Achieved 92% satisfaction rating across all training programs while designing and implementing comprehensive curriculum for enterprise clients
    • Built and maintained an extensive knowledge ecosystem, including a Help Center with 250+ articles and 35 pages of internal documentation
    • Developed bi-weekly release notes and training materials that accelerated product adoption
    • Cultivated a team of training experts through targeted professional development, maintaining 100% training goal completion
    • Optimized training budget with 30% cost savings while expanding program scope

    Support
    • Reduced first response time to an industry-leading 16-minute median, enhancing client satisfaction
    • Maintained a customer satisfaction score of 98.7%
    • Established data-driven performance monitoring systems to provide actionable feedback and improve team effectiveness
    • Collaborated cross-functionally to align training initiatives with evolving product capabilities and business objectives
    • Pioneered the Customer Community platform, creating a self-service hub that enhanced client engagement
    • Led the strategic integration of Customer Value Specialists and Account Managers, creating a unified client success approach

SkyHive | Manager, Customer Training - Dec 2021 - Dec 2022

As Manager of Customer Training, I led the strategic development and execution of comprehensive client training programs while managing a team of Customer Training Specialists. Drove excellence in program delivery and team development through data-driven performance monitoring and continuous improvement initiatives.

Training Program Development & Delivery
• Designed and implemented end-to-end training curriculum reaching dozens of Fortune 500 enterprise clients annually
• Created and maintained comprehensive knowledge base with 200+ training resources and documentation
• Developed bi-weekly release notes and training materials, reducing support tickets by 25%
• Established standardized training processes that improved profile completion by 40%

Team Leadership & Performance
• Built and mentored a high-performing team of training specialists, achieving 100% of training delivery goals
• Implemented performance monitoring systems that increased team efficiency by 35%
• Maintained 90% team satisfaction rate through targeted professional development initiatives

Cross-Functional Partnership
• Collaborated with the engineering team to align training with bi-weekly sprint releases
• Partnered with department leads to develop specialized training modules for new product features
• Standardized training documentation processes, reducing update time by 20%

SkyHive | Lead, Customer Training - Nov 2020 - Dec 2021

IAs Lead, Customer Training at SkyHive, I spearheaded enterprise-wide learning initiatives and established SkyHive's first comprehensive training programs that drove product adoption across Fortune 500 clients. Led the development and execution of multi-channel training strategies while building robust internal knowledge management systems.

Strategic Training Leadership
• Designed and delivered customized training programs for Fortune 500 clients, achieving 88% satisfaction rates
• Established SkyHive's first Video Library, producing 50+ educational videos that reduced support inquiries
• Launched and managed a comprehensive Help Center, creating 100+ knowledge base articles
• Developed and executed product release training
• Pioneered client workshop program with 85% attendance rate and positive feedback scores

Internal Excellence & Team Development
• Created company's first Training Wiki, reducing new hire onboarding time
• Implemented SkyHive Certification Process, certifying seven new employees across departments
• Designed and launched innovative Buddy Program
• Led two-day internal onboarding program, training 50+ new employees
• Facilitated monthly company townhalls, increasing cross-departmental communication and engagement

Program Innovation & Community Building
• Established voice-of-customer feedback loop, directly influencing 10+ product improvements
• Built and maintained Customer Success Wiki, becoming the primary resource for three departments
• Transformed internal knowledge sharing through continuous improvement sessions
• Created and managed Training & Support Specialist development program
• Led Social Committee initiatives, boosting employee engagement scores by 45%

OSG | Corporate Trainer - Feb 2019 - Oct 2020

OSG is Canada's leading health and safety training provider and human resources solutions.

  • Planned, implemented, and facilitated a practical training curriculum, including training and onboarding programs, module summaries, and presentations.

  • I received a 95% approval rating regarding the onboarding process based on feedback from recruits.

  • Built out and launched the new Client Success Specialist division generating new revenue for the company.

  • Conducted product, sales and customer service training while developing weekly sales strategies.

  • Created the company's first digital Sales Wiki utilized for continuous training.

  • Established a formal support tier system across multiple departments.

Northern Commerce | Digital Marketing Project Manager - June 2018 - Feb 2019

Canada's leading eCommerce agency provides full-service solutions to businesses in London, Toronto, and North America.

  • Led project teams through the initiating, planning, executing, monitoring/controlling and closing phases, as necessary, to complete projects promptly within budget controls and defined quality standards.

  • Oversaw and grew a $600,000 book of business at Northern Commerce.

  • I helped implement the Facebook Lead strategy for one of my clients that generated 1,500 leads, $700,000 in sales and a 59% decrease in cost per lead.

TMD | Manager of Strategy & Client Services - May 2017 -  May 2018

TMD is a full-service, integrated marketing agency based in London, Ontario.

• Developed strategic account marketing plans and set a direction for existing clients.
• Performed higher-level planning, development and management of client projects.
• Helped establish the firm's voice with existing clients, becoming an active contributor to the marketing conversation happening in the digital and traditional marketing space.
• Directed appropriate team members in fulfilling the specifications to meet client needs.
• Supported the proactive development of the client services team.

Media Sonar | Lead Product Specialist - May 2015 - May 2017

Media Sonar offers a social media intelligence platform that provides capabilities for aggregating and filtering data. 

Oversaw training and the customer experience for internal and external stakeholders for cloud-based applications. Represented the brand and product capabilities as the expert user of the platform. Developed training tools to support team growth.

• Used my extensive knowledge to aid Law Enforcement and Counterterrorism experts in using the tool to solve crimes and aid in other investigations.

• Provided onboarding to new internal employees.

• Effectively documented reported issues and escalated through ticketing software; input and maintained client data and documented interactions in Salesforce CRM. Handled escalations as required

• Directed internal projects championing innovative products within the marketplace. Liaised with developers to make recommendations for the addition of tools and features.

• Supported the rollout of new product initiatives as directed by the company, providing solutions to product configuring requests. Coordinated with Quality Assurance on formal product testing.

• Upon overseeing the trial process from end to end, I increased the close rate from 15% to 60% within a span of 4 months.

• Created company use cases while demoing several Fortune 500 companies.

• Hosted a one-hour seminar on Social Media Intelligence for Youth Cases at the 2016 Crimes Against Children Conference in Dallas that industry professionals attended.

• Voted “Hardest Working Employee” in 2016 by my peers.

Westervelt College | Career Counsellor - Oct 2012 - May 2015

Westervelt College is one of Canada's oldest colleges, opening its doors in 1885.

• Connected with students to provide information regarding educational programs and learning outcomes, student services and available financial support; increased enrollment to exceed targets.
• Conducted student interviews to determine the best fit among program choices based on career goals and personal suitability; met with students to improve career readiness and provide coaching.
• Maintained current knowledge of all details regarding 20 available educational programs and job futures to assist students with decision-making and promote student success.
• Led campus tours for students and supported outreach; discussed services, history, and programs.
• Responded to inquiries by potential students through telephone, email, and text communications.
• Obtained an average contact rate of 85%, booking rate of 60% and show rate of 60%. All of which remain record numbers.

Social Media Manager (Concurrent)
• Managed college social media platforms, including Facebook, Twitter, Google+ and LinkedIn; developed and implemented social media strategy in line with college brand and messaging.
• Administered Live Chat service across campus, providing real-time student support and alerts; quickly responded to inquiries by potential students to improve turnaround on leads.
• Provided information, coaching, and assistance to students and public via social media.
• Promoted campus events of interest to the community; cross-promotion to support marketing.
• Developed and wrote email newsletter distributed through Constant Contact, detailing events and information of interest to the community; maintained and grew the email list.
• Led ad hoc marketing initiatives and sponsorships; obtained sponsorship for Student of the Month program from Boston Pizza.
• Developed and implemented social media strategy in line with college brand and messaging and grew their followers by over 200%.

Blackburn Radio Sarnia | Radio Personality - May 2008 - July 2011

A Canadian radio broadcasting group which owns several radio stations in Southwestern Ontario.

  • Hosted shows on Country 103.9 CHOK; Mid-Day Show, Afternoon Show and eventually Morning Show while producing and voicing a weekly countdown show.

  • Contributed content to K106.3 and 99.9 The Fox.

  • Connected with audiences by researching current events, pop culture and trivia relevant to the target demographic; created notes for material and ad-libbed.

  • Selected and introduced music for broadcast and made commercial and public announcements.

  • Supported outreach and public relations for the radio station, making public appearances, acting as an emcee, and broadcasting live from community events.

  • Recorded and produced station announcements and other voiceovers across Blackburn stations.

  • Emceed Rogers Sarnia Bayfest’s Country Weekends in 2009 and 2010.

  • Increased audience for Country 103.9 CHOK show by nearly 50% in the first rating period as host. Boosted popularity with the target audience by restructuring the show with original content. Boosted popularity with the target audience by restructuring the show with original content.

    Assist Producer (Concurrent) Jun 2008 - Sep 2010

    • Production of commercials, promotions, various programming materials and local image campaigns.

    • Dubbing of commercials.

    • Worked closely with clients, the creative department and the sales department.

    • Created creative audio that generated results.

Testimonials

  • The word 'average' could never be used to describe Chris. I was lucky enough to work with Chris for over a year at Media Sonar. Chris has a huge personality, but he also has a work ethic and thirst for knowledge to match it. Chris is the kind of person that is constantly trying to improve himself. He quickly became a key employee in the company because of his in-depth product knowledge, which he gained through tireless effort and countless hours of self-training, much of which was after hours. Chris is extremely likeable, extremely hardworking, and extremely knowledgeable in his field.

    Mark Chalmers | Technical Lead (Associate Manager)

  • From the moment I joined SkyHive, Chris quickly stood out as a swiss-army-knife, do what needs to be done team member. Being the lead of all things training and enablement at a startup is no easy feat and Chris is frequently thrown all variety of asks and needs to help our customers be successful. He delivers promptly, with high quality and follow through on the result/ impact. Thank you, Chris, for your dedication to the craft of enabling others and your commitment to providing such outstanding deliverables for our customers.

    Luke Egenolf | Head of Product and Marketing at SkyHive

  • Chris onboarded me for a Client Success Specialist job at OSG. His passion for teaching and seamless combination of humour and sales lessons left an impact that spurred me to go above and beyond. He established himself as the go to person for innovative smart solutions .I will forever be grateful for his endless support during my tenure.

    Ada Obidulu | Customer Success Enablement Ops & Strategy Manager at VelocityEHS

  • Chris has taken on many roles in the years I've known him. From Sales, Support, Client success and client relations to teaching and managing those in those roles. He's a highly capable leader teaching and mentoring those around him. Chris is a captivating and entertaining speaker as I've seen in his sales, educational and informational presentations. Chris brings a wealth of knowledge and hard work to any task he completes. A lot of the successes I've seen the companies we have worked for are heavily due to the work Chris puts in.

    Steffan Carlos | Chief Technology Officer & Partner ManagePoint Technologies Inc

  • As a Product Specialist at Media Sonar, there was no better person than Chris Toplack. His passion and depth of knowledge was unsurpassed and gave him a level of understanding that provided clients with unparalleled customer service. He took time to learn the product from DEV to user and then used to knowledge to stretch the product's limits and learn its diverse uses. Clients who spoke with Chris came away feeling confident and inspired. He personally carries with him a humble confidence and razor sharp sense of humor that lights up any engagement. These attributes, combined with his professionalism, make him stand out in a crowd and add value to any organization.

    Christopher A | Global Emergency Services Manager | University Lecturer

  • I had the opportunity to work with Chris as both a colleague and as his manager while at Media Sonar. Chris brings amazing enthusiasm and a tremendous work ethic. He is eager to participate in any he can to move things forward, and willingly shares his thoughts and provides input. Chris is also always ready to put the organization front and center. One of the key attributes that Chris brings to the table is an ability to establish very positive relationships with both internal colleagues, as well as customers - a key characteristic for any organization where culture is a priority.

    Mark Hall | Head of Marketing