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

SkyHive | Education and Training Manager Nov 2023 - PRESENT

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

Create, implement, and execute training programs that deliver the training curriculum. This includes Facilitator-Led Training along with Train the Trainer programs. 

  • Curate and maintain the Enterprise Help Center, which includes the following areas: articles, videos, beta functionality, and community. 

  • Collaborate with the Training team on product release notes.

  • Curate and maintain a comprehensive knowledge base of internal resources for the Customer Success team in Confluence. 

  • As required, serve as the voice behind SkyHive's video content while producing additional content for clients. 

  • Develop customized content for our valued customers, including Training Guides and bite-size videos if agreed upon. 

  • Meet with the Training team bi-weekly to exchange knowledge and delegate clients.

  • Collaborate with the Customer Success team on responding to support tickets.

SkyHive | Director, Client Training and Support Dec 2022 - PRESENT

  • As the Director, Client Training and Support, I owned the strategy, planning and design of training programs for clients while building our support channels and customer community.

  • I led and supported our Training and enablement Specialists and our Customer Support Managers, ensuring the team has the readiness skills and knowledge required to deliver an excellent customer experience. I focus on facilitating and implementing high-quality training, resources and processes to support our customers.

  • For over three months, I oversaw the entire Customer Success unit: Training, Support, Customer Value and Account Managers.

  • Designed, developed, and implemented training programs and led the team in delivering the training curriculum.

  • Curated and maintained a complete knowledge base of internal and external training material (Help Center featuring over 150 articles and Confluence featuring 29 pages worth of content)

  • Built and led a team of training experts, ensuring meeting training goals.

  • Established processes and tools to monitor staff performance and use metrics to provide meaningful feedback.

Toplack Audio | Voice-Over Artist July 2011 - PRESENT

An independent voice-over artist for over a decade.

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.

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

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

  • Received contracts from over 40 companies with regional, national and even international presence.

  • Hosted, formatted and produced a Top 65 Sports Podcast in North America with 50,000 downloads within the first quarter.

SkyHive | Manager, Customer Training  Dec 2021 - Dec 2022

As the Manager of Customer Training, I own the strategy, planning and design of training programs for clients and my colleagues.

Designed, developed, and implemented all training programs and led the team in delivering the training curriculum

  • Curated and maintained the entire knowledge base of internal and external training materials. 

  • Published internal and external release notes to correspond with our bi-weekly sprints. 

  • Built and led a team of training experts and met training goals.

SkyHive | Lead, Customer Training      Nov 2020 - Dec 2021

I led and oversaw training for new and existing clients while developing the learning curriculum.

  • Successfully led training sessions and pilots for Fortune 500 clients.

  • Wrote, produced and voiced content for an entire video library available to clients, prospects and employees. Created custom content that has been rolled out company-wide for our clients. 

  • Curated and owned all content for the Help Center. (Over 150 articles and 25 videos)

  • Developed an internal company-wide training Wiki for new and existing employees.

  • Implemented a new SkyHive Certification Process for new employees.

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 | 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