(Promoted from Head of Customer Success)• A trusted Customer Success Leader, responsible for the development and execution of Property Vista’s Customer Success programs across technical support, implementations, training and development and customer success divisions. By combining industry knowledge with a keen understanding of client needs, I deliver tailored solutions that consistently exceed expectations and drive quantifiable financial impacts.• Developed strategies and processes that create consistent customer satisfaction from onboarding through all phases of a customer lifecycle. This includes designing data collection and feedback mechanisms to identify and understand customer needs, form a customer advisory board, access customer health and track key performance indicators (retention rates, upsell and cross sell metrics, NPS, csat to quarterly business reviews). Reduced customer churn by 300%.• Developed and lead the Training and Development Team in the creation of Property Vista University (PVU), a micro-learning content hub and curriculum to support new implementations and client training. In addition, created the ‘Perfect 30,’ an onboarding strategy built to deliver key product modules and training for clients to be live on our platform in 30 days once the contract was signed. I increased NPS from 25 to 32 through this work while establishing another revenue driver for the business (premium training modules via PVU).• Collaborate with product development and marketing teams to align offerings with customer needs. This includes the development of our release management playbook in Planhat.• Act as an escalation point for critical customer issues and ensure timely resolution.• Hired, trained and built team capabilities and capacity to achieve business objectives.

• Partnered with people in real estate and private equity companies to raise 2.5 Million Dollars in capital by connecting people and projects together. Also provide value-added referrals such as contacts in venture capital, technology and finance to support company growth.• COO of a private investment company, creating and driving operations, strategic partnerships, financial reporting, compliance functions, events, training and development to program management. • Coached and mentored others in the organization while leading a team of six.

• I helped companies architect a better customer experience with clear, consistent processes to expand business development activities, improve customer retention and enhance the customer experience. • I supported start-ups and scale-ups by redesigning business processes, policies and procedures to facilitate operational and customer experience improvements so business owners could achieve growth. Increased sales by 15%. • Experience using systems thinking and project planning methodologies to drive multiple customer experience playbooks and customer journey mapping.• Spent 2 years working within the entrepreneurship ecosystem to also help companies navigate fundraising, programming such as the DMZ, partnerships, and special projects.

• Collaborated with President and Owner on marketing and client experience activities, strategy planning and business development execution.

Support businesses in their procurement strategy so they could save money and become more eco friendly with their suppliers.• Lead the daily operations of the customer experience function to ensure innovative systems and procedures were in place to support a high level of customer experience standards. • Managed week-to-week contact with a variety of partners to identify and develop relationships with strategic accounts. • Implemented an education strategy to help business owners with their bottom-line, save valuable time and conserve the environment. This includes building awareness for further research, partnerships and adoption.• Leverage CRM software to track opportunities and follow-up.

• Oversaw the Playing Division, Jumpstart Charity and Financial Market Area team to maximize operating performance and drive network performance overall to sales growth in difficult business environments. I lead customer focused operations and communications such as the roll out of new brands like Sherwood, strategic changes like the Kids Fun Strategy and compliance initiatives such as Firearms security and selling measures. Increased sales by 50 Million Dollars.• Motivated and lead training, while managing thousands of store staff in a fast-paced and ambiguous environment, fostering effective teamwork and establishing excellence in a customer focused environment.• Led a project team that successfully implemented a new logistic software for the regional purchase program resulting in 100 percent implementation across all CTR Stores through the management of teams, creation of project plans and communication materials with involved stakeholders.• Data-driven with experience using various tools, performance metrics and approaches for analysis, decision-making and reporting.

• Developed and executed multiple catalogue programs to drive promotional sales and improve metrics for business categories. • Improved metrics for business categories by launching the first Fall/Winter print catalogue with augmented reality in 10 years and first 200 page digital catalogue. 87% rated satisfaction with the WOW Guide or higher, 35% impact of WOW Guide on in store and online visits, 47% shopped for a category that was not their ‘typical’ CTR category.• Designed a forecasting tool to support the methodology creation for space allocation for merchandising teams and marketing executives to validate product selection and forecasted revenue generation.

• Increased Canadian Tire’s market share in Vacuums and Floorcare by 5% over 2 years and strengthened the sales performance by 15 Million.• Delivered financial and operational metrics by ensuring on time execution of line reviews, assortment updates to advertising and promotional programs.

• Supported management in their content creation and data analysis of social network platforms including Facebook, Twitter, Pinterest, Google+, YouTube, Hootsuite and Curalate. Also monitored and managed consumer generated content from Bazaarvoice.