• Lead IT Support team for the Americas Region (Canada, US, South America)• Ensure seamless onboarding and technology experience for Brunellers • Implement & maintain cross-functional processes for critical tasks to help drive revenue, efficiencies, and data management • Oversee IT operations for almost 200 employees across 6 officesKey Accomplishments:• Led change management for 130+ users to Mercury, a Microsoft Dynamics-based ATS system, for sales & recruitment teams• Installed all-new IT hardware and systems for our new Calgary office within just 4 days

• Lead Global Technical Programs, focused on system implementations, IT processes, and tool development• Design, build, and oversee robust change management, sales enablement, and trainingKey Accomplishments:• Organized first-ever Mercury ATS Summit within my first 60 days of joining

UBC is focused on helping early-stage companies find their voice and brand identity. Our talented team brings design, e-commerce, and production expertise together to provide our clients with a single-source solution for all their branding needs. • Led average YoY revenue growth of 11% (2020 - 2023)• Manage accounts throughout the sales cycle, from prospecting and cold-calling to signing and renewals. Maintain referrals network to promote inbound lead generation. Develop relevant materials for sales presentations • Travel to customer sites for large-scale projects, meeting with customers, and delivering services • Maintain a hunter/closer mindset to acquire, retain, and grow accounts• Foster a customer-first mentality, investing in training and individual growth, and ensuring work/life balance for all staff

Staff PM on the Customer Experience Platform (CXP) Program Management team with a greater focus on Twilio Flex - our enterprise cloud contact center platform • Own Go-To-Market (GTM) readiness & execution for 14 releases across six programs• Lead continuous improvement of GTM process, internal operations, and cross-functional efforts in collaboration with global teams such as Product Management, Engineering, Sales, and Legal• Lead the creation of Product Requirement Documents, Customer Support articles, and Sales PlaybooksKey Accomplishments:• Compiled the 2023/2024 product roadmap for developer-focused enhancements to “Twilio Flex” with support from Director +• Completed the End-of-Sale for Twilio’s $10M+ ARR “Frontline” product

• Served as the Global GTM Lead for HubSpot Services and drove strategic alignment across Operations, Product, Engineering, Sales, and Marketing teams by filling the responsibilities of Program and Product Management• Trained stakeholders on Asana as the new tool for resource planning, strategic project management, and overall program coordination• Leveraged Looker to consolidate cross-functional research and customer feedback while building the highest quality product for customers and partners• Managed outcomes of the programs by collaborating with stakeholders to course correct as appropriate, manage risks and issues and communicate with various levels of stakeholders including the steering committee• Drove continuous improvement of GTM activities, program operations, and product roadmap via quarterly business reviewsKey Accomplishments:• Facilitated successful launch of services with annual revenue impact of $2M+, Customer Experience, and operational efficiency improvements. Partnered with GTM, Product Marketing, and Enablement teams to announce, release, and support launches from start to finish• Built an all-new Global GTM program to bring 12 teams and 50+ stakeholders into a single process and streamline GTM Activities into four manageable phases with improved on-time delivery

• Cultivated business intelligence and cross-organizational alignment to drive strategic customer operations across the Enterprise, working with Customer Success, Sales, and Ops leadership to transform vision into results• Utilized Salesforce and Smartsheet to extract data from Customer Surveys, Customer Follow-Up, Support, Billing, and other GTM teams to support senior leadership during planning cycles• Led multiple technical and process-focused projects with functional and enterprise stakeholders• Collaborated directly with senior leadership to execute immediate and strategic initiatives. Serving as a priority resource for special projects and maintaining the rhythm of the businessKey Accomplishments:• Managed a $585K PO budget and respective contracts for SAAS and consulting partners for the CX team• Established a high-stakes, business-critical process to handle COVID-related billing issues, allowing customer support teams to ensure client satisfaction and reduce attrition

• Streamlined data analysis methodologies, developed KPI’s, and tracked customer operations • Developed action management tool for weekly LT and ELT business operation reviews • Created an automated reporting tool in Excel to recover $65K+ per year in labor hours

• Grew a photography company into a media production group with a network of 12+ professionals servicing clients across the United States• Drove an average 23% YoY revenue growth (2011 - 2015), and 35% YoY increase in customer base (2012 - 2016)

• Launched a new Global standard operating procedure for vehicle status tracking through service with projected savings of $2M+ annually• Implemented a new customer management tool with 5,000+ daily touch points resulting in expedited customer intake and handoff along with more detailed service information• Led initiatives targeted at improving repair quality, Service Center operations, and customer experience. Employed Agile Methodology to run project planning and garnered leadership approval on change proposals.• Created the Global Service Operations Reference Guide to raise customer satisfaction and decrease Defects per Million Opportunities (DPMO) at Tesla Service locations• Built Confluence knowledge base for business-critical information to be shared and standardized across the Global Service Organization

• Supported complex data analysis and new product code creation in ERP Systems, such as SAP and ETQ, to enable the efficient transition of codes from a newly acquired business. Project deliverables and subsequent best practices were based on Halyard’s acquisition of Corpak.• Identified cost savings in the Corpak product portfolio integration with recurring savings of $350K+ annually. • Developed a streamlined methodology, and associated training, for cost transformation project implementations in the production process, resulting in recurring cost savings of over $250K with minimal disruption.

Assisted in product catalog, website, & product literature creation and revision for Industrial Controls divison