Regularly audited and participated in reconciliation work which supported CS Leadership's ability to accurately report on the Post-Sales teams book of business. Crafted operational assets for post-sales teams SPIFFs including Salesforce reports and dashboards for the Customer Success team to track their metrics in realtime. Thoroughly audited areas of opportunity in the Tier Upgrades process; partnered with the Data team to improve the report by including sales opportunities for accounts that… Show more Regularly audited and participated in reconciliation work which supported CS Leadership's ability to accurately report on the Post-Sales teams book of business. Crafted operational assets for post-sales teams SPIFFs including Salesforce reports and dashboards for the Customer Success team to track their metrics in realtime. Thoroughly audited areas of opportunity in the Tier Upgrades process; partnered with the Data team to improve the report by including sales opportunities for accounts that breached their highest tier of student users which allowed the Growth team to set up contract renegotiations at a higher price package. Show less

Championed for equity and inclusion for our BPO team through large and small initiatives like the “Buddy Program” and opening access to tools and communication channels. This yielded a lift in engagement between our remote teams. Fostered a culture of support and belonging for our BPO team by creating opportunities to integrate the teams; offering opportunities for career growth and set up a feedback loop system for praise and areas of improvement. Providing growth opportunities resulted in an… Show more Championed for equity and inclusion for our BPO team through large and small initiatives like the “Buddy Program” and opening access to tools and communication channels. This yielded a lift in engagement between our remote teams. Fostered a culture of support and belonging for our BPO team by creating opportunities to integrate the teams; offering opportunities for career growth and set up a feedback loop system for praise and areas of improvement. Providing growth opportunities resulted in an internal promotion to SME, and increased sentiments of employee satisfaction. Established trust and consistent performance from BPO team that resulted in an expansion of our capacity to provide support to our Eastern time zone customers and publicly updating our support hours from 9am - 5pm PST to 6am - 5pm PST. Show less

Within months of dedicated attention to our BPO team, I identified opportunities to help our lowest performers achieve improvements as high as 300% in their ticket output and QA KPIs. Scaled BPO team to be doubled in size and hired key operational roles from within the local region to manage internal inquiries, QA and people leading. This boosted the team’s unity and KPI’s: 40% increase in ticket output and CSAT 89%. Developed systems, processes and documentation for internal knowledge to… Show more Within months of dedicated attention to our BPO team, I identified opportunities to help our lowest performers achieve improvements as high as 300% in their ticket output and QA KPIs. Scaled BPO team to be doubled in size and hired key operational roles from within the local region to manage internal inquiries, QA and people leading. This boosted the team’s unity and KPI’s: 40% increase in ticket output and CSAT 89%. Developed systems, processes and documentation for internal knowledge to remove bottlenecks of information to help our BPO team self-serve answers quickly while reducing the internal support team effort. Show less

Within nine months, I levelled up my product knowledge to resolve high-difficulty tickets while understanding the nuances of the customer journey. This resulted in my ability to solve, on average, 60 tickets/day. Conducted 1-on-1 Onboarding calls for our Pro plan (formerly known as Business plan) self-serve customers which helped new users engage with the product sooner (within 30 days) and outlined actionable next steps for Creators to achieve tangible results on the platform.

Handling Operations and Customer Success. I maintained strong relations with Enterprise clients working closely on Influencer Marketing strategies and campaign management. I initiated mini projects including owning the customer journey: understanding pains and work flow inefficiencies. Through working closely with the product team we conducted a deep dive of our customer persona. I had also created and implemented a customer success playbook for transitioning Full Service brands to Self Serve… Show more Handling Operations and Customer Success. I maintained strong relations with Enterprise clients working closely on Influencer Marketing strategies and campaign management. I initiated mini projects including owning the customer journey: understanding pains and work flow inefficiencies. Through working closely with the product team we conducted a deep dive of our customer persona. I had also created and implemented a customer success playbook for transitioning Full Service brands to Self Serve product. Show less

The objectve was to reactivate the digital experience of lululemon's internal communication hub used by 12,000 people in nearly 500 locations in 17 countries. I audited thousands of pages, migrated content and redesigned web pages to improve the user experience and shared connection between all departments.

The international hub for ecommerce inquiries. Effectively providing swift and empathetic problem solving in order to achieve high KPIs and consistent quality calls, emails and live chats. Upheld a high level of product knowledge of lululemon and ivivva clothing lines.

As a certified health professional, I worked one-on-one with clientele - designing their workout plans to meet their personal goals. I conducted fitness testing and inbound consultations. While cognizant of individual needs, I was able to cater efficient, yet fun training sessions.

Nestled within the Kitsilano neighbourhood, AnnaLena was consistently booked for weeks ahead offering Modern Canadian Cuisine. With an evolving food and drink menu, the nights were buzzing and bustling with good food, good company and, even better, service. Alongside a dedicated team, I assisted our servers to maintain the highest quality dinner experience. Service was subtle, seamless and, most of all, delightful. Through a combined effort, we worked as a team to ensure our guests were… Show more Nestled within the Kitsilano neighbourhood, AnnaLena was consistently booked for weeks ahead offering Modern Canadian Cuisine. With an evolving food and drink menu, the nights were buzzing and bustling with good food, good company and, even better, service. Alongside a dedicated team, I assisted our servers to maintain the highest quality dinner experience. Service was subtle, seamless and, most of all, delightful. Through a combined effort, we worked as a team to ensure our guests were enjoying the unique flavours and stories our dishes had to share. Show less

A luxury showroom for custom and modular furniture. I was tasked with sales assistance, interior design renderings and floor plans as well as maintaining visual merchandising.

The newly formed Ryerson Communication and Design Society was a means to connect Ryerson's creative industry departments from Interior Design, Graphic Communication to Journalism. I managed multiple on-going student engagement-focused projects and was an editor and graphic designer for the semi-annual and annual reviews.

Day-to-day, I work closely with the Senior Designer to create AUTOCAD working drawings, presentation decks and material boards for a range of commercial, retail and residential spaces. I participated during on-site visits; liaised with suppliers and contractors; as well as created graphic branding for client work.

I took on the lead role of managing a booth design for FRAME Publishers at the Interior Design Show 2014 in Toronto, Ontario. From concept, design, construction, and installation my group and I collaborated to create a booth that resonated with FRAME's dynamic identity.