• Centralized and streamlined reference documentation by creating a knowledge base in SharePoint, improving accessibility and collaboration across teams.• Designed policies and procedures framework for API integration and SaaS development teams, adopted by IT support teams for operational efficiency.• Led production release meetings for the API integration team, ensuring successful deployment of digital platform updates and collaborated cross-functionally with QA, release management, and IT leadership.• Developed troubleshooting workflows for user-facing technical issues and participated in triage meetings to address critical production bugs.• Supported governance and compliance through accurate work item tracking, ensuring adherence to Software Development Life Cycle (SDLC) guidelines.

• Collaborated with marketing and product teams to create targeted digital analytics dashboards, offering data-driven insights for product development and marketing strategies.• Supported the beta launch of a redesigned website by conducting usability tests and gathering stakeholder feedback to align design ideas with user experience objectives.• Optimized user journeys by developing Google Analytics dashboards to track conversion funnels events with Google Tag Manager, directly informing design and content updates.• Partnered with vendors to refine statements of work and ensure alignment with organizational goals for online/app voting, online account opening, mobile app updates, and Apple Pay integration.• Designed and monitored analytics for marketing campaigns, including tracking the impact of new feature launches on user engagement.• Facilitated user acceptance testing (UAT) for website and mobile app updates, ensuring seamless user experiences and error-free deployments.• Acted as a liaison between technical teams and stakeholders, translating complex technical requirements into actionable user-focused solutions

• Supported post-implementation stabilization and optimization efforts following a core banking platform upgrade.• Delivered in-person training to front-line staff and management, addressing knowledge gaps with clear, actionable learning materials.• Designed and implemented an incident tracking system that processed over 10,000 reported issues, improving response efficiency for 5+ years.• Analyzed incident data to identify trends and proposed optimization opportunities to stakeholders.• Developed a user-friendly SharePoint guide with step-by-step instructions to assist staff with core banking tools.

• Post-implementation of core banking upgrade, monitored user interactions to evaluate the effectiveness of the training and identified areas for improvement.• Designed a post-Go-Live feedback loop to identify and prioritize user pain points for future improvements.• Ensured quality standards by auditing user-facing components and business processes and providing feedback to development teams, enhancing usability and customer experience.• Collaborated with team managers to ensure knowledge gaps were addressed and new processes were seamlessly integrated into day-to-day operations.• Improved user efficiency and satisfaction by ensuring staff felt confident navigating the upgraded system.

• Led User Acceptance Testing (UAT) for a core banking system upgrade, ensuring seamless functionality and adherence to user needs.• Collaborated with cross-functional teams to design and execute test scenarios, documenting and addressing bugs and enhancements.• Monitored system performance during Go-Dark and Go-Live stages, resolving issues in real-time to support a successful system rollout.• Maintained testing velocity to meet project deadlines while ensuring a high standard of defect resolution.• Conducted in-person and group training sessions, focusing on user workflows and optimizing tools for contact center staff.• Partnered with internal stakeholders to customize learning solutions based on role-specific needs.• Accelerated the adoption of new core banking tools by creating and delivering tailored learning materials, job aids, and training sessions for over 80 contact centre team members pre and post Go-Live.

• Led the end-to-end development of a successful eCommerce brand, combining expertise in product design, marketing, and customer experience. Focused on creating engaging digital experiences and driving business growth through data-driven strategies and creative design.• Digital Product Development: Designed product prototypes, branding, and packaging using Adobe • Photoshop, Lightroom, and Illustrator, ensuring alignment with manufacturing constraints and user • expectations.• eCommerce Optimization: Built and managed online stores using WordPress and Shopify, implementing • • A/B testing to optimize conversion rates on product pages and promotional campaigns.• Content Creation: Captured and edited high-quality photos and videos for social media and marketing campaigns, enhancing brand storytelling and user engagement.• SEO & SEM Excellence: Authored SEO-optimized product descriptions and deployed digital advertising campaigns using Google Ads and Facebook Ads, leveraging tools like SEMRush and Moz to improve ROI.• Customer Experience: Ensured seamless customer journeys across desktop and mobile platforms, integrating data insights to refine touchpoints and increase retention.• Market Recognition: Designed two wood watch models featured in Breakfast Television's gift guide segments in Montreal and Ottawa (2017).

• Delivered exceptional customer service while ensuring compliance with financial regulations.• Processed and analyzed wire transfer requests, reconciled branch accounts, and managed foreign currency transactions.• Ensured accuracy and efficiency in SWIFT payment processing, supporting a seamless customer experience.

• Enhanced customer satisfaction by providing technical support and financial advice for online and mobile banking users.• Exceeded annual sales and retention targets, generating over $1.5M in new and retained deposits through personalized product recommendations.• Supported new team members with onboarding and coaching to ensure successful integration and performance.

• Supported early adopters of Canada’s first branchless bank by delivering financial advice and technical support in a 24/7 environment.• Streamlined customer experiences across digital and phone channels, ensuring a seamless omni-channel service.• Provided training and guidance to new team members to maintain high service standards.