Rowan Morse Email & Phone Number

Vancouver, British Columbia, Canada

Lead a high-performing team by setting clear objectives, providing regular feedback, and utilizing performance metrics to drive success.Spearhead the support enablement pillar to enhance the onboarding experience for support specialists, ensuring they are equipped with the necessary tools and knowledge.Foster a culture of continuous improvement and excellence within the support team, focusing on achieving key performance indicators.*Chosen to participate in Clio Con for the 2nd year in a row.

Drove customer adoption of Clio's products through a goal-oriented, value-driven onboarding experience, complemented by self-service resources.Identified indicators of a customer’s “first value” and led efforts to achieve these milestones effectively.Managed the 120-day ownership window within the customer's Clio lifecycle, facilitating successful transitions post-ownership.Collaborated with Data Migrations and Account Builders to manage customer expectations, consult on requirements, and oversee low-complexity data migrations.Captured key information related to customer goals and milestones, ensuring sustained engagement and success with Clio.Partnered with Support to maintain account health, proactively mitigating churn risks through strategic outreach.Identified cross-sell and upsell opportunities to enhance account growth while ensuring customer success.Contributed to knowledge sharing within the KCS and Onboarding Team Confluence space, enhancing team collaboration and efficiency.Engaged in key initiatives aimed at scaling the Onboarding team’s efforts and improving overall operations.Participated as a mentor in the Mentorship Program, fostering growth and development for new team members.*Selected for Clio's internal Leadership Development Program, BaseCamp, to further enhance leadership skills.*Chosen to speak at Clio Con out of 1,200 Clio employees

Burnaby, British Columbia, Canada

Hornby Island, British Columbia, Canada

HICEEC is a non-profit Community Economic Development Corporation operating to develop and implement solutions to social and economic issues facing the citizens of Hornby Island.HR & Training Lead: Oversaw hiring, onboarding, and training processes, ensuring a smooth transition for new employees into the organization.Managed performance evaluations and provided ongoing supervision for a small team, fostering professional growth and development.Customer Experience & Social Media Manager:Developed and implemented strategies to enhance customer experience across multiple channels, including social media platforms.Engaged with the community and built brand presence through targeted social media campaigns and effective communication.Project Manager:Led the project for the Hornby & Denman Islands Visitor Guide, coordinating with over 200 businesses and advertisers.Managed relationships with cartographers, printers, and distribution teams to ensure successful project delivery.Event Planner:Planned and coordinated logistics for island-wide events, ensuring seamless execution and a positive experience for attendees.Collaborated with local stakeholders to enhance community engagement and participation.Bookkeeper:Handled accounts payable and receivable, ensuring accurate and timely financial reporting.Managed payroll processing and maintained compliance with employment practices, policies, and relevant laws.Proficient in Sage and QuickBooks, leveraging technology for efficient bookkeeping practices.

Vancouver, British Columbia, Canada

Collaborations: Seawheeze Half Marathon, ‘Boob Truth’ Campaign, YVR Pier Workouts, Khatsalahno Festival, Spring 2020 New Product Campaign, Goal Setting Workshops, Charity Rides, and many others.

North Vancouver, British Columbia, Canada

Head of Training/Onboarding: Developed and implemented a comprehensive training manual for all staff, personally training over 100 team members, including all new Senior Managers and Assistant Managers. Managed the scheduling of 30+ staff members for 56 classes per week, accommodating 44 clients per class.HR Generalist: Led full-cycle recruitment processes, encompassing sourcing, hiring, onboarding, team development, and goal setting. Oversaw performance management, scheduling, payroll, mediation, and termination processes. Handled all employee and customer-related inquiries, ensuring adherence to employment practices, policies, and compliance guidelines.Business Operations Lead: Conducted monthly KPI analysis and managed studio budgets, invoicing, and inventory. Played a key role in creating the e-commerce site and developing an in-house product line, driving revenue growth.Event Coordinator: Coordinated and managed corporate events and external community relations, partnering with brands like Lululemon, RYU, and Holt Renfrew to enhance community engagement and visibility.*Promoted from Front Desk to Assistant Manager to Senior Studio Manager & Senior Instructor

Vancouver, British Columbia, Canada

West Vancouver, British Columbia, Canada

West Vancouver, British Columbia, Canada

Microbiology & Environmental Science

Accounting Technology/Technician And Bookkeeping

Bookkeeping Fundamentals, Quickbooks Online, Practical Finance for Non-Financial Leaders, MS Excel: Advanced Studies.