Relationship management
Build and maintain B2C and B2B relationships across web, phone, email, chat, and retail channels, with a focus on retention and account growth.
Toronto, Ontario
Customer support
that keeps business moving.
Customer Support · Sales Specialist · B2C/B2B CRM
20+ years across customer support, CRM, account management, and e-commerce in B2C and B2B settings.
20+Years across B2C and B2B
50+Enterprise accounts managed
5Customer-facing channels
01 Profile
I solve customer issues and improve the systems behind them.
With 20+ years across B2C and B2B environments, my background spans customer service, sales support, account management, CRM, e-commerce, and Software as a Service (SaaS).
I manage high-volume customer interactions with a focus on retention, repeat business, and account growth. Using Salesforce, Zendesk, HubSpot, Five9, and AI-assisted tools, I improve documentation, reporting, ticket routing, and escalation support.
Strengths
CRM systems fluency
Use Zendesk, Salesforce, HubSpot, and Five9 for routing, lifecycle tracking, documentation, and follow-up.
AI fluency
Use ChatGPT and Claude to develop client resources, support reporting, and improve consistency across onboarding, documentation, and escalations.
02 Results
Proof at a glance.
20+ years
Customer support and client service across B2C and B2B environments.
200–500
Weekly client interactions across multiple accounts.
1,500–2,500
Monthly retail transactions with consistent KPI performance.
50+ accounts
Salesforce-based account management for national brands.
03 Expertise
What I work with.
Customer support
- B2C and B2B service
- Issue resolution
- Escalation management
- Customer retention
CRM systems
- Zendesk
- Salesforce
- HubSpot
- Five9
Performance
- KPI and CSAT reporting
- Workflow improvement
- Account growth
- Sales reconciliation
Digital delivery
- E-commerce
- Client documentation
- AI-assisted resources
- Agile delivery
04 Experience
Selected experience.
Selected scope and results. Full details in the resume.
2013–Present
Client Solutions and Project Consultant
Rebel Digital
Selected clients: Commerce Dynamics (CDi), Vigorate Digital, and Broadplay Mobile
Manage high-volume B2C and B2B CRM support while coordinating Agile, Waterfall, and hybrid projects from discovery and requirements through development, QA, launch and reporting.
- B2C and B2B CRM support
- Digital project planning and delivery
- Cross-functional team coordination
2021–2024
Customer Experience Associate
Arterra Wines Canada
Delivered high-volume retail service, product guidance, order support, and sales reconciliation.
- 1,500–2,500 monthly transactions
- PredictSpring POS workflows
- Z reports and KPI tracking
2005–2012
Customer Solutions and Account Manager
N5R / Connectus
Selected clients: Jeep/Chrysler, NHL, BBDO, Kraft, Coca-Cola, Bank of Montreal
Managed acquisition, engagement, and retention for national-brand accounts, CRM programs, and CPG email and loyalty marketing campaigns.
- 50+ Salesforce accounts
- Account growth and retention
- Direct and agency global brands
05 Selected Work
Program requirements and solution planning
Work that shows the thinking behind the delivery.
Selected project documents demonstrating how I translate business goals into structured requirements, plans, and delivery standards.
View 46-page document ↗Rebel Digital · Solutions Scope
Web and Mobile Redesign: Solutions Scope
Rebel Digital’s Solutions Scope outlines current best practices for a web and mobile redesign focused on improving user experience, content, functionality, and lead conversion for B2C and B2B marketplaces.
The 46-page document covers mobile-first responsive design, navigation, conversion strategy, scalable AWS and WordPress architecture, program requirements, roadmapping, documentation, QA, and delivery planning.
Public portfolio sample. Identifying client information has been removed.
06 Credentials
Education and certifications.
B.A. (Hons.)
University of Toronto
Microsoft Certified Professional (MCP)
Microsoft
PMI Agile Certified Practitioner (PMI-ACP)
Project Management Institute
07 Quick answers
Professional profile
Quick answers for recruiters.
What work does Ted Sankey specialize in?
Customer support, CRM, sales support, account management, and digital project delivery across B2C and B2B environments.
Which customer platforms does he use?
Salesforce, Zendesk, HubSpot, and Five9, supported by AI-assisted documentation, reporting, onboarding, and escalation workflows.
What project evidence is available?
Selected Work includes a 46-page web and mobile redesign scope covering requirements, roadmapping, AWS and WordPress architecture, QA, and launch planning.
Where is he available to work?
Toronto-based and remote roles in customer support, CRM, client service, sales support, and related digital operations.
08 Contact
Toronto, Ontario
Support experience that connects customers, systems, and growth.
Available for Toronto-based and remote roles in customer support, CRM, client service, and sales support.