Spearheading strategic projects to drive revenue growth and reduce operating costs through automation and process optimization within business operations. Additionally, this role emphasizes data analysis to enhance performance and inform strategic decisions.• Implementing AI tools to automate and optimize critical business processes, including receiving, payroll, and accounts payable, resulting in increased efficiency and cost savings• Championing change management efforts, effectively communicating changes, and fostering a culture of continuous improvement• Streamlining processes, optimizing resources, and delivering measurable results aligned with Lukes Drug Mart's strategic vision• Conducting comprehensive data analysis to uncover purchasing trends and correlations, informing strategic purchasing and inventory decisions• Project managing the development and launch of house-brand consumer packaged goods (CPGs), from concept to market introduction• Managing vendor relations, conducting competitive rate analysis, and overseeing contract negotiations to secure favorable terms • Streamlining shipping logistics and customs brokerage, implementing cross-border shipping solutions to optimize delivery operations• Soft Serve QA (the best part!)

Provided customer-centric mentorship and growth strategies to the Client Success and Talent divisions while making a positive impact on the communities through a key focus on supporting Virtual Gurus' social mission. As a member of the VG leadership team, I translated the strategic vision into actionable goals and implemented performance management systems to optimize productivity, cost efficiency, and performance targets. Role concluded due to company-wide restructuring

Aligning 15 years of experience in the entertainment and events industry with a passion for process optimization and mentoring growing teams, I drove CS strategic planning and led the development and 4x growth of the CSM and Support teams with a spotlight on operationalized initiatives to drive NRR, platform adoption, and excellence in service.• Directed a diverse CS team, encompassing Leads, CSMs, Onboarding, and Support Specialists• Developed and owned client journey playbooks (onboarding, adoption, maturity, expansion, and renewal) to establish a first-class client experience across the national CS team• Implemented CSM best practices and drove innovation in CS processes at scale with a focused shift from reactionary to proactive client engagement • Launched the Brand Voice initiative in collaboration with Marketing to provide a united best-in-class customer experience• Held a churn rate below 6%, navigating the challenges of a competitive ticketing market during the mid/post-Covid phase• Expanded the omnichannel customer support team, achieving an average CSAT of 89%. Additionally, spearheaded the integration of an outsourced team based in the Philippines• Collaborated with the Ops team to elevate scalability, automation, and productivity across CS and Customer Support teams. This was achieved through the strategic use and refinement of tools such as Asana, Zendesk, Salesforce, and Sisense

Ticketing Manager specializing in client services and process optimization for the organization's 3 onsite live music venues (Pacific Coliseum/PNE Amphitheatre/PNE Forum) as well as the annually recurring PNE Fair.• Managed client portfolio specializing in large-scale entertainment groups (Live Nation, AEG, Feld) with 2020 pre-pandemic estimates of $9M+ in ticketing revenue• Partnered with leads to optimize onboarding and education materials to ensure scalability of support teams • Provided reporting and data analysis to optimize client ROI• Implemented full life-cycle event management processes and launched department-wide project management tools• Collaborated with Marketing on improved strategies for branding, ad packages and other marketing initiatives

Led all ticketing and customer experience operations for Blueprint’s 400+ ticketed nightclub events annually• Collaborated with external partners including Live Nation for annual festivals such as the week-long Seasons Festival and Fvded in the Park• Created sales-cycle model to dynamically optimize ad spend recommendations and ticket pricing• Managed integration of SaaS CRM and Livechat to improve customer experience and reduce service costs• Acted as head office advisor on operations, systems development and established KPI and OKR models

Brought on to establish the ticketing department, create best practices and optimize ticketing strategy• Providing detailed financial and sales-cycle analysis to stakeholders guiding future talent buys• Implemented company-wide task management system centralizing cross-team info sharing and standardizing role-specific deliverables reducing administrative labour

Oversaw myZone Media's eCommerce offerings including myZone Printing and the self-service ticketing platform, ticketZone.com, as well as the operations of the myZone customer success team, both locally and abroad.• Managed QA and launch of ticketZone.com facilitating a one-third increase in exclusive contracts by providing clients with market-leading event management capabilities • Developed CS strategies to onboard new/existing clients to new platform, promote adoption and mitigate churn• Conceived and coordinated front and backend UI overhaul of Print to Order saving $35k in labour costs annually• Managed international CSR team and fraud program

Managed myZone Printing team to provide over 4 million custom printed tickets and wristbands to clients across North America.• Spearheaded new product offerings and sales and marketing initiatives resulting in revenue increase from $50k to $400k over 4 years• Developed internal order management system reducing administrative labour by 25%• Determined sales targets, KPIs and commission plans • Oversaw departmental budgets, vendor relations, inventory management, recruiting and training

• Designed and printed custom event tickets• Fostered and developed client relationships• Managed ticket inventory and hardware• Coordinated with accounting team on accounts receivables