- Championed enterprise wide integration and development of AI Powered Speech and Text Analytics tool - Clarabridge- Lead organizational wide deep dive solution design sessions to become SME on business data requirements and customer needs- Managed ongoing strategic direction for development of categorization models and sentiment tuning- Utilized real time data and trends on key customer insights to advise Executive Team on strategic direction for the organization,resulting in shifts to focus on a customer first strategies, resolving top pain points, increasing LTV, and improving overall efficiency- Operationalized key Voice of the Customer dashboards to provide real time data on priority market segments and middle/major donors- Developed rapid response dashboards to track emerging trends, emergencies, campaigns, and escalated customer pain points- Lead the development of Quality Assurance and Quality Management platform for Customer Service Division to measure agent efficacy,resulting in reduced training and coaching time by 50%- Launched internal training and development program for internal stakeholders to become self-sufficient super users of Clarabridge tool

- Lead organizational wide adoption of CX and CX best practices, and Design Thinking Methodologies- Facilitated large cross-functional, highly collaborative Design Thinking workshops to identify key organizational & customer moments oftruth & pain points, and designed net new experiences. Built on the foundation of Standford d.School process: Empathize, Define, Ideate,Prototype, Test and Assess- Strategically developed and socialized holistic overarching customer journey and end-to-end customer journeys for priority segmentsalong side key personas- Developed, socialized and educated the organization on customer segmentation at market and product level through analysis ofcustomer and market research- Developed financial models to measure baseline customer experience and campaign performance, and forecasted revenue- Lead the the organization through internal process improvement to increase efficiencies and facilitate collaboration and accountability- Consulted marketing divisions on campaign, product and channel planning; driving the process from a customer first perspective, whileensuring revenue goals are met- Assisted the integration of key technology solutions (IBM Watson/Acoustic, Clarabridge) to develop the organization’s capabilitiesaround customer centricity and voice of the customer- Utilized Watson Marketing Automation platform to develop a holistic view of all customer touch points, socialized this across theorganization to develop an awareness of a lack of customer first strategy- Assisted in the development of a holistic customer preference dashboard and experience- Developed Risk Mitigation strategy to increase LTV and decrease sponsorship cancellation- Facilitated the creation of youth and millennial segmentation alongside an overarching customer strategy- UX design for landing pages and app development

* Strategically mobilize Youth & Student Engagement team and coordinate internal communication and external communications* Community development and management of the World Vision Youth Ambassador program & youth volunteer program, leadership trips and internship program* Manage front end marketing, digital media and back end analysis of 7 annual national campaigns* Developed and managed key external communication to 24,000+ youth and youth leaders nationally* Provided insight and data analysis of financial targets, national engagement and fundraising potential. Subject matter expert for CRM platform and Artez Interactive fundraising platform* Re-branded and curated social media strategy across 5 platforms. Plan, produce and deliver key messaging* Managed yourmovement.ca as web designer and content strategist. Key focus on user experience and functionality, producing youth content, blogs, and widening youth audience through analysis of Google Analytics & Web Analytics* Manage digital and creative requests. Liaise with World Vision International creative board for creative marketing collaboration* Development and strategy of the World Vision Youth Ambassador program and volunteer program, leadership trips and internship program

- Assisted in building and creating the Feast On It! brand and business strategy- Conducted market research and analysis of the Toronto food scene to drive actionable insights and data analytics to drive business strategy- Assisted in developing and implementing campaign to drive awareness and attendance to launch event and drove participation of over 120 industry journalists, bloggers and food evangelists- Engaged online and offline communities to enlist brand ambassadors and cultivate community interactions- Web technical review

Mentored six university students in the Sociology Program at Ryerson.- Assisted and mentored the development of surveys distributed to key demographics within Ryerson Campus.- Assisted and mentored data analysis and presentation to the P-FACS group.

- Utilized MS Excel, Access and COGNOS to monitor, create and analyze monthly sales reports- Reconfigured sales and market information database to facilitate improved market and trend analysis - Financial management for Canadian sales teams - Reviewed and provided continued feedback to external telemarketing teams to ensure quality control and consistent messaging

- Developed advertising and promotional campaigns to drive participation in "40 Days of Community" through the use of electronic and print media. - Inspired participation in church-related events through use of electronic and print media. - Supported and mediated communication between other leaders.- Created and provided weekly print and electronic media advertisements using Adobe Photoshop and Final Cut Pro.- Formed and lead communications team to provide additional support to other ministries.- Provided input on future plans and initiatives.

Successfully created a third place environment where customers and partners feel accepted and part of the Starbucks Community- Promotion to supervisor- Provided excellent quality and service to all patrons- Initiated quality customer service, upholding Starbucks Green Apron Standards- Preparation of beverages- Cash handling.

- Prepared business report and assessment of peripheral computer technology for replacement- Met with various providers: Canon, Konica Minolta, Lexmark- Performed daily service tasks including; boardroom preparation, managed and organized video conference meetings, transfers of confidential documents and financial management.