Janelle Tan Email & Phone Number

Building the Scaled CS program

• First tech sales job in an emerging tech/high-growth startup working with Enterprises to create better experiences for their conversational AI channels. 2nd CSM hire with responsibility for managing 25 global.
• Maintained an average 95% retention rate for an ARR portfolio nearing $1M
• Established a customer segmentation model to enable targeted campaigns… Show more First tech sales job in an emerging tech/high-growth startup working with Enterprises to create better experiences for their.
• Established a customer segmentation model to enable targeted campaigns and collaborate cross functionally with Marketing to brainstorm relevant content ideas
• Owned new hire onboarding program by leading internal product bootcamp
• Mapped out customer journey and identified product milestones, creating a strategic framework for a new user onboarding email sequence and proactive outreach🔁 Day-to-Day:

Vancouver, British Columbia, Canada

• A leading corporate catering company with a customizable and scalable technology. Focused on 3 S's, scale, support and sell. During my time here, I:
• Built out self-serve experience with Knowledge Base and the system to maintain and optimize it by analyzing support data and mapping user journeys
• Scaled customer support efficiency by leveraging Intercom’s Support Funnel framework, significantly reducing the number of low priority tickets
• Created dashboards to monitor and… Show more A leading corporate catering company with a customizable and scalable technology. Focused on 3 S's, scale, support and sell. During my time here, I:
• Created dashboards to monitor and analyze performance of delivery partners
• Partnered with Success and Sales to provide proactive support and validate good-fit partners early on with trigger-based messaging via Intercom🔁 Day to Day:

Alberta, Canada

• First full-time gig having graduated during COVID onset. Expanded project management and operations skillset. Left to move into the SaaS space and continue startup ventures. Things I did:
• Qualified inbound leads with discovery calls, defined project scope, and prepared comprehensive R&D plans with risk mitigation to inform project decisions towards clients’ goals
• Introduced ClickUp as organizations project management software to streamline operations, resulting in immediate… Show more First full-time gig having graduated during COVID onset. Expanded project management and.
• Introduced ClickUp as organizations project management software to streamline operations, resulting in immediate increased customer engagement and satisfaction
• Contributed to full-cycle development for various products: Heated retractable dog walking leash, fully automated modular planter, dog treat dispenser and retractable smartphone leash Show less

Toronto, Canada Area

• Sought to move into the digital space with this co-op experience to iterate faster and learn about the software development process. In this role, I:
• Researched and strategized UX improvements for OK Tire's e-commerce website
• Produced end-to-end workflows to illustrate various onboarding paths tailored to different users and business segments for TELUS
• Created processes and streamlined the way we conducted usability testing

Vancouver, British Columbia, Canada

• Explored the opportunity to experience life out West having grown up and lived on the East. Wanted to continue working on projects for a diverse range of clients and industries to deliver tailored solutions based on.
• Sourcing off-the-shelf parts to build an impact resistant electrical enclosure
• Producing bill of materials (BOM) and manufacturing drawings related to various parts and assemblies with… Show more Explored the opportunity to experience life out West having grown up and lived on the East. Wanted to.
• Producing bill of materials (BOM) and manufacturing drawings related to various parts and assemblies with appropriate tolerancing for dog stroller product
• Designing and prototyping an air flow verification jig to verify volume of air collected by sensor integrated in a THC Breathalyzer System, determined correction factor by performing regression analysis Show less

Greater New York City Area

• In seeking out this opportunity I had 3 criteria I wanted to meet: 1. I love the chaos and surge of inspiration I feel whenever visiting The Big Apple. I needed to land a co-op in New York. 2. The organization had to.
• Led full-cycle development of a patent-pending wire cutting accessory, from initial concept through the Product Requirements Document (PRD) phase to successful integration into existing machines, achieving automated.
• Performed tolerance stack-up analysis and incorporated design refinements for in-house product (D.I Wire Pro) to enhance the assembly process and repeatable accuracy of bent wires produced
• Conducted FMEA Analysis for in-house product (D.I Wire Pro), updated user manuals and documentation to meet operational safety in preparation for international sales
• Designed, prototyped and modelled various client projects in Solidworks, rendered in Keyshot (Clients include: Nanit, OXO) Show less

Mississauga, Ontario, Canada

• Given my previous start-up co-op, I embarked on my next co-op with the intentions of experiencing the other side of the spectrum by working for a highly-regulated medical device company. During my time there, I:
• Learned that I much preferred the fast-paced, ambiguous nature of start-ups. Though, I gained a wealth of knowledge on Continuous Improvement which informs my approach to achieving operational efficiency to this day
• Developed a design of experiment (DOE) and performed… Show more Given my previous start-up co-op, I embarked on my next co-op with the intentions of experiencing the other side of the spectrum by working for a.
• Developed a design of experiment (DOE) and performed a statistical analysis report using Minitab to identify optimal parameters of molding machine for producing high-quality transseptal dilators
• Investigated possible material deformities in HDPE and LDPE in new guiding sheath processes using Instron material testing machine, VHX microscope and ISO testing methods
• Worked with operators on assembly line to create and update new and existing Standard Operating Procedures (SOP) Show less

Toronto, Ontario, Canada

• First start-up experience in a leading additive manufacturing company that specializes in creating hardware and software solutions that enable multi-material and multi-colour 3D printing. While I was there, I:
• Designed and prototyped custom jigs and fixtures to characterize quality of produced filament based on various mechanical properties
• Utilized quality characterizations to design and prototype an automated quality control (QC), reducing the need for manual checks and… Show more First start-up experience in a leading additive manufacturing company.
• Utilized quality characterizations to design and prototype an automated quality control (QC), reducing the need for manual checks and scaling the QC program
• Contributed to content creation efforts that showcased capability of the product (the Palette) by producing 3D models with Solidworks Show less

Toronto, Canada Area

Bachelor Of Applied Science - Basc, Honours Mechanical Engineering, Management Sciences Option

Activities and Societies: WiSTEM

Honours Science