• Conducted comprehensive market analysis to identify trends, customer needs, and pain points, ensuring alignment with industry standards and competitive solutions.• Collaborated with cross-functional teams to develop and enhance AI chatbot solutions that streamline user interactions and improve customer support efficiency.• Created project roadmaps and utilized Agile methodologies to ensure timely delivery and continuous improvement of product offerings.KEY ACHIEVEMENT:• Successfully launched AI chatbots for a leading UK insurance brokerage and an American non-profit organization, effectively addressing common customer inquiries and improving customer experience.

• Oversee the day-to-day product management activities for the Remote Tax Expert, Ask A Tax Expert, and Expert Review products• Drive the full product development lifecycle within an Agile environment in collaboration with multiple internal teams• Participate in daily stand ups, sprint planning, bug triaging, and retrospectives to achieve monthly release dates• Direct a Virtual Office Coordinator in their daily operations and report directly to the Director of Product Delivery• Leverage user research and testing from the UX team to brainstorm product concepts and influence designs • Guide content creations for online training programs and help centre articles for end users and employees • Present live product demonstrations and Q&A sessions with groups of up to 200 H&R Block tax professionals • Review NPS and facilitate surveys to gain feedback from over 300 tax professionals• Determine staffing levels for each product team and shape the recruitment and talent acquisitions strategies• Administer the online appointment systems for online bookings and in-person meetings at all Canadian locationsKey Achievements:✔ Seamlessly launched the Remote Tax Expert in 2018 and grew the service to 1,300+ tax experts responsible for filing over 36,000 returns per season with a 28% new customer ratio ✔ Pioneered the Expert Review product in 2018 with over 30 tax professionals evaluating client tax submissions ✔ Increased the NPS by over 7% for the Remote Tax Expert to realize a 73.4 score by implementing SLAs for the first time in company history to dramatically improve customer satisfaction and retention✔ Improved the positive experience score from Remote Tax Experts employees by over 50% and decreased the negative experience rate from 17% to under 4%✔ Reduced software help tickets by over 49% year-over-year and lowered customer service calls by 64% by using consumer research and behaviour analysis to enhance product functionalities

• Supported the production, management, and optimization of support centre infrastructure and marketing programs• Contributed to the product management of the national appointment booking platform and mobile applications• Gathered business requirements and generated documentation for product planning, design, and deployment • Served as a founding member of the H&R Block Client Experience Council to strengthen customer journeys• Delivered training programs to educate stakeholders on the features and best practices of the ticketing system• Cultivated and nurtured relationships with business leaders, field leaders, tax professionals, and franchisees Key Achievements:✔ Played an integral role in the creation and enhancement of the national appointment booking system in 2017 that coordinated over 30,000 retail appointments per year for 6,000+ tax experts across 1,000 offices in Canada ✔ Boosted the successful filing rate by 15% for clients who contacted support in 2017 and shrunk escalations by over 25% year-over-year since 2013 by producing new training documents to answer common consumer questions

• Led a 12-member support team that provided technical assistance and advice to H&R Block Canada customers • Accountable for the team hiring, training, scheduling, coaching, quality control, and performance management• Authored call centre scripts, structured agent training curriculum, and investigated and rectified escalated issues• Supervised and mentored team members to confirm all performance targets and quality standards were attainedKey Achievements:✔ Orchestrated the transition to the new third-party support center and instituted all formal procedures that enabled 45 agents to handle over 150,000 support inquiries and 52,000+ social media interactions in the first 3 months✔ Substantially improved knowledge sharing and accessibility by overseeing the installation and integration of the ServiceNow platform that acted as a centralized training repository for internal and external support agents

• Recruited to build and roll-out the new E-Commerce Fraud Prevention Program for the Lululemon online store• Designed all of the policies, procedures, processes, and analytics used to detect risks and fraudulent activities• Analyzed sales data to uncvoer credit card chargebacks, rejected credit cards, re-sellers, and counterfeit returns• Monitored fraudulent order patterns and business analytics to continually advance and streamline processesKey Achievement:✔ Lessened rejected orders from 21% to 1.5% while dropping the credit card chargeback rate from 8.5% to 2.5% after establishing the E-Commerce Fraud Prevention Program and expanding third party fraud detection abilities

• Responsible for providing an exceptional experience for our Travel Agent partners and the general public in regards to large groups, weddings, conventions, conferences, and vacation packages.• Personally responsible for maintaining an excellent relationship with many large tour operators who book millions of dollars worth of airfare and travel per year.• Manage multiple accounts and groups, ensuring accuracy with deposits, final payments, special services, names, overdue accounts, schedule changes and requests.• Follow-up customer service to existing groups and potential groups.• Provide advice and guidance to our Travel Agent partners based on my extensive sales experience.