Keanna Driedger Email & Phone Number

Vancouver, Bc, Ca

As Team Lead, I am focused on scaling our support services and building a strong foundation for a growing team. I lead a fully remote, high-performing support team, providing exceptional service to over 4,500 global clients of a data analysis and reporting SaaS app.My role includes developing onboarding procedures, formalizing documentation, recruiting top talent, and critically reviewing workflows to ensure they scale with our team and company growth. I am proud to guide the team I’ve worked with for years, fostering a culture of collaboration and continuous improvement.

Remote

• Collaborated with a fully remote, high-performing team to deliver world-class customer service to over 4,500 global clients of a data analysis and reporting SaaS app.• Maintained a 4.9-star rating from over 1,000 reviews on Shopify by consistently delivering exceptional service and fostering customer satisfaction.• Designed and delivered custom reports and formulas using SQL, integrating data from popular apps and APIs, including Shopify, Stripe, and QuickBooks, to meet diverse client needs.• Supported merchants by scheduling and automating reports in Google Sheets, ensuring seamless integration and efficient workflows.• Produced detailed documentation and recorded video tutorials to enhance client understanding of app functionality.• Assisted in onboarding new team members through one-on-one coaching, shadow sessions, and the creation of internal training materials, laying the foundation for scalable team growth.

Vancouver, Canada Area

• Developed and managed grant applications for projects ranging from small to large scales, collaborating with international consultants, academics, and non-profit agencies. Responsibilities included generating complex budgets, articulating methodological approaches, navigating UBC’s internal grant processes, and developing logic models and theories of change.• Led multi-stakeholder projects in a dynamic, dispersed environment. Key responsibilities encompassed budgeting and forecasting, donor reporting, stakeholder management, strategic communications, results monitoring and collection, gender mainstreaming, vendor management, and consultant supervision. • Key projects: Capacity building in Indonesia with artisanal and small-scale miners ($180,000), Mapping ASM Ecosystems in South Africa ($50,000), CIRDI Information Management System ($50,000).• Coordinated the development and implementation of an online client relations and project management system, streamlining workflow analysis, vendor management, results-based management, and financial reporting.• Led the development of the Institute’s Gender Equality Strategy, establishing an internal working group for gender mainstreaming, organizing peer review sessions, and collaborating with an international gender expert to draft and refine the strategy.

Vancouver, Canada Area

• Provided executive assistant support to the CEO during international and domestic missions which included scheduling, coordinating flights and stakeholder outreach• Prepared expense claims, reconciled Purchase Card requisitions and prepared service requisitions and terms of reference for vendors• Ensured compliance with multiple funding agency policies and protocols (GAC, UBC, IDB, World Bank), through detailed analysis of contracts and funding agreements

Vancouver, Canada Area

• Planned, implemented and evaluated service plan goals to develop client capacity for community integration • Developed positive and supportive relationships with referred clients, their families and other significant figures in the child/youth’s life• Liaised with social workers, behaviour consultants, educational staff and families as part of an integrated team

Vancouver, Canada Area

• Coordinated travel including booking flights, insurance and visas for two cohorts of program participants• Developed a program guide and training modules to standardize intern pre-departure training • Engaged with stakeholders to develop a project risk register and indicators for project outcomes

Kitwe, Zambia

• Developed and implemented a peer education training program for at-risk youth • Restructured the organizations records management system to streamline client data management and increase resource efficiency• Facilitated weekly meetings with at-risk youth to discuss sensitive topics including health issues related to HIV and drug use which resulted in reducing stigma within the target population• Improved volunteer management through the establishment of a feedback mechanism for improved relations, instituting regular opportunities for training and capacity building and providing support for case conferencing

Bachelor Of Arts (Ba), International Studies

Activities and Societies: Passport to Leadership 1, 2, and 3, Classroom to Careers• Focus in International Development, Economic.

Associate Of Arts (Aa), Environmental Studies

Activities and Societies: Zambia Global Leadership Program, Douglas College Leadership Retreat, Frosh Team Leader

Dimensions Of Development (2019)