Cheryl Dias Email & Phone Number

Toronto, ON, CA

• Empowered employees to help customers more efficiently by creating internal troubleshooting guides/knowledge base articles
• Created customer facing articles to show people how they can use our smart features to help them be successful at reducing energy and costs

• Wrote blog post that was the top 5 best-performing article on the website, providing customers with essential tips/tricks that they would normally have to reach out to support for
• Helped customers through public-facing channels such as Amazon and Twitter representing both the brand and product

• Exclusively handled cases that were escalated through Tier1 support
• Provided shadowing/training videos to new employees starting remotely
• Briefed new hires such as Sales, Developers etc on customer pain points

Toronto

• Won an award for creating, implementing and maintaining an account deletion process which eliminated the need for Jira tickets and saved both the server and support team countless hours of work
• Helped implement a kudos spotlight newsletter and recognition wall to foster a culture of employee appreciation and feedback
• Supported a schedule recommender pilot to ensure we were delivering the right experience to our customers and learning from their feedback
• Applied engineering principles to provide solutions to HVAC contractors, residential/commercial users, and utility companies, regarding technical problems. Technologies Used:-Zendesk-Admin.

Toronto, Canada Area

• Leveraged tech support knowledge to provide technical expertise in user studies, synthesis, and prototyping, for the development of a new product, stopping a catastrophic event from occurring
• Active quality advocate on a team of 10 developers migrating from Wordpress to Contentful
• Collaborated with design, copy, and development to successfully launch a re-branded and re-engineered commercial websiteTechnologies Used:-Storybook-Contentful-Jira & Confluence-Zeplin-Invision

Toronto

• Collaborate with restaurants, food brands, and small businesses to promote their products to an audience of over 6,000 followers, increasing brand awareness and generating profit
• Produce high-quality video content, including scripting, voiceovers, and editing, to create educational and entertaining reels that effectively showcase each brand's unique story and offerings

• Coached team on new process to improve efficiency and reporting by 80%
• Conducted iOS, server and dashboard bug triages to reduce a 400+ bug backlog to 0.
• Managed a team of off-shore QA analysts ensuring open communication and a safe environment
• Created new test cases by actively listening to client feedback, resulting in 25% improved customer experience

• Directed the launch of all product features for a new contractor marketplace app, through competitor analysis, customer journey mapping, user story writing, UATs and collaboration with the development team.
• Improved internal tool by "Do Not Call" banner to allow sales team to streamline their lead generation process
• Conducted sprint planning with the agile team and was responsible for the product backlog
• Worked closely with an agency, marketing and designers for copy, translations and finalized screens/mock-ups
• Hired, trained and mentored Waterloo Co-op students, ensuring they were meeting goals

• Led technology research analysis to evaluate new software applications that would minimize costs and improve efficiency
• Facilitated all project tasks to the architecture team to ensure no one was over or under allocated
• Provided weekly reports/updates to the chief architect on performance and action items
• Managed full cycle recruitment while collaborating with the team to ensure a unanimous decision

• Led and launched the new product introduction for a family of SIP phones
• Created marketing material that highlighted the SIP Phones advantages over its competitors
• Took ownership of a project after a multimillion-dollar deal fell through
• Identified discrepancies in promotional language used by resellers and created new branding documentation to ensure standardization

• Managed and tracked a quarter million dollars’ worth of prototypes
• Facilitated hardware review meetings for Kobo products, resulting in discovery and resolution of issues
• Ensured deadlines were being met by following up with employees on actions
• Created various Smartsheet’s to provide accurate tracking of devices, feedback and issues
• Composed a user guide, documenting key processes for the training of new co-ops

Toronto

• Led QA process for nationwide retail project, resulting in large cost savings
• Provided sole sign-off for various projects that were successfully released pre-holiday
• Simultaneously tested and resolved bugs for website redesign, POS and central reports
• Collaborated with QA team to test through 200 bugs in one day ensuring deadlines were met

Toronto

• Created in-depth 100 page test guide documenting key processes for the training of new co-ops
• Efficiently performed unit, regression and smoke tests on the software
• Reported weekly updates to the COO about issues, changes and successes

Pickering

• Effectively assisted Project Manager and engineers in setting up new projects (scope, budget, timeline)
• Worked to Quality Check/Review engineering documents, drawings and calculations
• Performed controlled document requests and created transmittals for several drawings

• Located, counted and dispensed prescriptions in a busy work environment
• Communicated with medical offices and customers regarding prescription renewals

Bachelor Of Applied Science (Basc), Honours Management Engineering, Co-Op Program

Culinary Arts 1