- Monitor an escalated Slack channel to support frontline workers with complex technical issues; keeping response time at or below 2 minutes and supporting up to 3 workers simultaneously- Diagnose and resolve issues relating to Shopify billing, technical problems, online store themes using tools such as SQL, Splunk, and other internal resources- Investigate and resolve payment-related escalations, including credit card payment issues, double charges, onboarding to the payments platform, delayed/missing payouts, and fraud detection/prevention.- When needed for business efficiency, assist in answering customers’ email support tickets- As Team Contact, temporarily led team of 10 while manager was away; planned and facilitated team meetings, tracked absences, acted as point of contact for questions and liaison between leadership and team

▪ Consistently exceeding team performance averages in amount of QA completed, escalationstriaged; 100% positive rating received from Helpdesk feedback▪ Perform Quality Assurance grading for rotating cohorts of 5-6 JSAs each month ▪ Mentoring and coaching JSAs in live channels and via Slack support channel; delivering support and actionable feedback for multiple agents simultaneously while fostering an open learning environment.▪ Efficient self-scheduler in maintaining ongoing duties such as Slack monitoring, QA ticket scoring, and escalation reviews as well as additional 1:1/group coaching sessions, attending workshops, completing Support training modules, and being aware of the overall team’s needs to cover short notice gaps in duties.▪ Demonstrate transparency and self-awareness in seeking and implementing feedback; self- motivated to set and achieve goals; attentive to actionable improvements in workflow.

▪High performer on phone calls, 3 simultaneous chats, and email. ▪ As Team Contact, prepared to act as a point of contact when Team Lead was away

My work at OrKidstra focused on growing connections between the youth participants and their families, a dedicated team of over 80 volunteers, and external event hosts. I created and led "CAMP OrKidstra" and the Leaders-in-Training program, an opportunity for OrKidstra students to gain life skills and musical fun over the summer. We were invited to bring groups of students to perform at events across the National Capital Region, and I organized our participation at more than 30 events a year for hosts including the Parliament of Canada, the Global Centre for Pluralism, and the National Arts Centre, as well as many conferences, parties, and fundraisers.

I ensured that concerts and special events at the OYOA would run smoothly and professionally, and be a great experience for the young musicians and their families.

The UBC Summer Music Institute is a sleep-away camp for dedicated musical teenagers in British Columbia and beyond. My involvement with the UBC-SMI began with teaching tuba lessons, meal planning for 150 campers, and supervising camp staff. After the first summer, my position grew to include coordination of the SMI program, and hiring/training of the staff and volunteers, all while "camping out" in the UBC dormitories!

I assisted the UBC Bands director with coordination and supervision of staff, was responsible for rehearsal and concert preparations, created concert programs and program notes, assisted with coordination and planning of Brassfest (a yearly event drawing over 200 attendees from the Vancouver area), and assisted in planning and leading ensemble tours of the Pacific Northwest and Alberta.

As Foreman, I supervised and trained staff to operate a CNC Mill and other shop machinery to manufacture mouthpieces for brass instruments. I ensured that workflow was efficient to fulfill sales which were made-to-order; many of them with custom designs and engraving.

My role with the VYSO involved volunteer management and training, stage management, music library duties, and other administrative tasks that contributed to the efficiency of the organization. A particular highlight was a concert I coordinated where we had 200 young musicians performing together on the same stage.