Our team thinks and works globally to drive overall launch readiness programs. We do this for any product launch or change that impacts our end-customer experience. Every change can make or break customer trust.What am I most proud of?- Creating the overall AbeBooks Integration Program Management Program, including processes and artifacts, to streamline how we manage projects, product launches, communications, and defect prevention.- Launching our Salesforce Case Management System (CMS) in October 2022 impacting three CS Ops sites and ~40 support users.- Launching and building our new Contact Us Form in October 2022 across our seven international, multi-lingual domains. - Defining our CMS logic and content taxonomy through 2021 and 2022, setting the foundation for content management and case routing.- Launching our Salesforce Help Centers in June 2022. - Driving our Help Center content audit and migration, closing a ~25% content parity gap across languages (EN, ES, FR, IT, DE).- Participating as an active interviewer and mentor for AbeBooks business teams. I work with product, UX, operations, localization, and tech teams to:- standardize approaches to project management and drive operational excellence,- hold all stakeholders accountable for delivering against roadmaps and workstreams,- kick-off product initiatives, - define operational and end-user stories,- develop launch success, go-to-market, and communication strategies,- assess and manage risk and complexity,- organize and conduct testing strategies,- manage launch readiness and reporting,- conduct post-launch change management.

- Launched the AbeBooks Bargain Books program on .COM and .CO.UK domains to promote books under $10 with free local shipping. - Acquired and onboarded 151 independent book and ephemera sellers, driving increases to onsite selection and sales.- Worked with third party software providers to create documentation for new and existing sellers.- Owned the global monthly sales program empowering sellers to offer time-bound discounts.

- Facilitated monthly Sales Program by communicating with sellers, initiating required processes, and generating metrics reports to ensure a great experience for sellers, and a successful sale as measured by revenue and seller service to buyers.- Worked with EU and Canadian Account Managers to create a process for high quality data in lead generation to drive seller acquisition.- Researched 3rd party inventory tools to better support our sellers and strengthen our core value of customer obsession. This also resulted in creating meaningful relationships with 3rd party companies.

- Managed the student not-for-profit organization that works to provide students at Gustavson with the opportunity to practise professional development, to enhance academic skills, and to network with fellow members and students. - Lead an Executive Team of 8 and a Leadership Team of 50 to plan and execute academic, social, marketing, and outreach events. - Worked alongside student peers at Gustavson, Canadian Association of Business Students members, Gustavson faculty and staff, and sponsors.

- Attended regular meetings to oversee the activities of the organization- Attended the CABS RoundTable and National Business School Conferences as a Western President Board Member- Reviewed conference bids - Reviewed the policy, documentation, and bylaws of the organization

- Enhanced guest experiences by paying close attention to detail from remembering names to inspecting place settings to setting up a grandmother’s linen and cake knife on a dessert bar resulting in extra touches that made a wedding day the perfect day.- Strengthened the efficiency of workflow by creating a main event run sheet that combined event time sheets with staff requirements, resulting in staff accountability for task components and a tightly run event ensuring our guests did not have a detail to worry about.