CEO @ Keyhole, where we help agencies, brands, non-profits, and entrepreneurs unlock the power of social media, through brand awareness, social media campaign management, advanced analytics for social media, and social media publishing.

We are on a mission to help companies spread the practice of gratitude. We do this by curating highly personalized and thoughtful gifts for their clients and/or their employees. We know it's time-consuming to provide a gift that is relatable to the recipient and one that upholds the values of sustainability while also supporting local businesses.We pride ourselves on the emotions evoked by the person receiving a Gestur.Learn more about how Gestur can become the "Thank You" team for your organization

I'm responsible for helping to develop and operationalize our company strategy, iterating on our OKR framework and staying laser-focused on achieving the organizational objectives to help us achieve our short term and long term goals.I also continue to lead our Customer Support & Experience teams, and our Serviced based teams (Data operations and reporting, User Research) Creating efficiencies in how we plan, make decisions, and execute is integral for our success, and having the right systems, frameworks, and data is imperative.

Providing guidance to companies part of the HyperStart program to help aspiring entrepreneurs turn their idea into a startup by focusing on their value prop, understanding their customer market, and helping with go-to-market activities.

Rise People unifies HR + Benefits + Payroll into a simplified, personalized, all-in-one People Platform. As Vice President, my primary responsibilities were to help drive revenue through client implementations and reduce client churn. While not a startup by the age of the company, it very much operates like a startup. My role entailed rebuilding and maturing the Client Services team and providing strategic direction as part of the Executive team. Some of my achievements include:- Doubled our Net Promoter Score (NPS) from 17 to 35 within the first 6 months of joining- Reduced support volumes by 20% by eliminating unnecessary requests, improving the customer help experience, and improving the customer training experience.- Improved support first response to achieve our SLA 98% of the time by instilling better backlog management processes, support rep coaching, and automated workflows.- Reduced duration of customer implementations by 30%, while also reducing customer churn during the implementation process by developing a culture of customer obsession, developing repeatable processes, creating more in-depth employee training programs, and better collaboration with sales to ensure expectations were set correctly.- Launched a Customer Success program to streamline the customer journey, focus the team on customer relationships, develop a culture of customer-centricity, and manage client retention through proactive measures.- Increased team productivity and accountability by developing a data-driven culture, with quarterly targets and metrics for each team, and weekly operational reviews to create a culture of execution.

Vision First Consulting provides software development and project management services to Canadian Credit Unions. I specialize in WealthView Banking (WB), and WB Gateway development services. As a previous employee of Fincentric Corporation, I have first-hand knowledge of the WealthView Banking proprietary banking system.

During my time at Visier, I built and led a high-performing team, starting with a team of 5 that grew to 65 people in Vancouver and London, UK. Further, I was responsible for keeping an eye on upcoming renewals and assisting in the renewal forecast in order to develop a proactive plan to secure customer renewals. Lastly, I participated in pre-sales activities to help prospects understand our post-sales processes and methodologies.Some of my responsibilities include: Customer Success• Developed the strategy for our organization and customers’ success, including our customer delivery and support model, customer advocacy model, resource planning, and participating in the product roadmap• Helped to define the creation of the Customer Value team which is focused on long term customer value realization and customer renewalLeadership• Motivated, mentored, and grew a diverse team from 5 to 65 people, developing several people along their career journey• Member of the company’s “Top Leaders” team, presenting at QBRs• Personally, won several company awards, as did members of my teamImplementations• Managed a team of Project Managers and BI Consultants who implemented our People Analytics solution for Enterprise customers• Continuously improved our service delivery model to maintain a best-in-class experience, which included one of the fastest times to value delivery models in enterprise analytics.Customer Support• Built the Customer Support team to provide post-implementation support and operational support• Introduced 24/7 outage escalation team/processEnablement & Operations• Developed and improved the new hire onboarding program• Developed a program to launch new products with beta customers.• Implemented Centers of Excellences to enable team members to become experts in our products and define best practices• Implemented many operational systems and processes as we continued to grow and scale

Joining the company as a startup, I wore many hats, primarily helping to establish processes for various functions. I helped develop processes for our development sprints, software releases, and eventually the Customer Success team, which I became the leader of shortly after.

Managed a team of 18 people, including IT resources and business resources, to complete a loans origination system conversion for all 21 retail banking branches. Developed and implemented a change management plan using various mediums including the use of creative communications, launching video series, presenting at monthly branch management meetings, and deploying retail branch change champions to help increase employee engagement and employee buy in of the new system. Worked closely with our employee training department and branch managers to develop a staff training plan and post launch support plan to ensure the transition to the new system was as smooth as possible.Managing a budget of $1 million and a team of 15 resources, implemented a branch operational change and organizational cultural change that affected customers, branch staff, and various head office staff. A critical component was developing a customer engagement strategy to ensure customers had full knowledge of the upcoming change, what it meant to them and their accounts, and how to get answers to any questions they may have. The implementation of this project was so successful, the President of Envision Financial said it was the best executed project she has seen in the 20+ years at Envision.As the Program Manager for the Online Banking channel, I managed an annual operating budget of $500,000 and a team of 6- 10 people to implement various projects based on an online banking roadmap I helped develop and manage. Projects implemented include: Small Business Online Banking, Interac E-Transfers, and iPhone mobile app.

I took a 1 year leave of absence from September 2007 - September 2008. This is when I was working at ESPA International in London, UK.- Technical Project Manager for converting the Internet Banking system (Member Direct) to the latest API - Technical Lead for implementing chip cards for two large credit unions; worked with various vendors and sub-committees to complete chip technology certifications, customized chip functionality for each credit union, and finalized the implementation process.- Improved team dynamics and knowledge capital by mentoring colleagues in gateway applications. This knowledge is not documented elsewhere and these applications are critical to our clients day-to-day business operations.- Increased new memberships and membership retention by 9% through developing the line of credit functionality for chequing accounts for Envision Financial.- Improved efficiency of business processes by 20% through re-developing the reporting structure for daily bill payments used for settlement and reconciliation.

- Enabled marketing to do their own content management and created efficiencies by developing administrative website used to manage all content, products, and treatments. • Use C#, ASP.NET 2.0, AJAX Extensions, HTML to develop client website requirements • SQL Server 2005 table creation, stored procedures and SQL Server Integration Services (SSIS) • XHTML, Javascript and CSS to apply designs supplied by a website design company. Designs supplied were in PSD format with minimal XHTML and CSS- Streamlined global marketing efforts by developing a system that allows for data that is collected globally through different systems to be consolidated in one data source. This was completed using SQL Server Integration Services (SSIS) and SQL Server Reporting Services (SSRS)

• Worked directly with financial institutions and development partners to design and develop state-of-the-art delivery channels and interfaces for Open Solutions wealth management & banking systems.• Code product fixes and enhancements for customers using Open Solutions PROBE development kit (C/C++ style coding) and SQL Server 7.0/2000• Analyze and debug banking applications to deduce product bugs.

• Designed and developed applications and core functionality for pharmacy legacy system.• Development consisted in a UNIX environment writing code in C.• Perform integration testing on other developers work to ensure proper workings of the application.• Test and Debug my own code to ensure that the application is working as stated in the design specification.• Write design specifications for requirements from various clients.• Participate in design reviews to ensure design specification covers all areas of the requirements.

• Worked directly with financial institutions and development partners to design and develop state-of-the-art delivery channels and interfaces for Fincentric's wealth management & banking systems.• Participated in implementing projects from conception through to production taking responsibility for functional specifications, development, testing and certification.• Solved major Internet gateway timeout problem by analyzing the log files, tracing through code and targeting where the time was being spent. This problem was occurring after the project was “live”. The outcome of the fix resulted in member satisfaction as they could now log on to the Internet banking website without any problems, and greatly lowered the number of calls to the institutions help desk.• Development exposure to financial transaction processing through switches to ABM, POS and IVR, computer telephony; protocols (TCP-IP, X.25), IIS and knowledge of ISO8583.