Experience

Clio - Cloud-Based Legal Technology

• Canada
• Software Development
• 700 & Above Employee

• Intermediate Business Analyst

  • Nov 2021 - Present

  • Created and implemented the first executive team weekly business review (WBR) centered on inputs rather than outputs.• Gather requirements and processed over 50+ KPIs for the WBR focusing on quality, efficiency, productivity, and capacity.• Produced templates deemed as the gold standard for reporting on business lines including visuals, research, and deep drives and trained colleagues to adopt the processes.• Surface deep dives regularly for our core business and provide findings and opportunities for the senior leadership to review on a monthly basis.• Identified reporting that was limiting our understanding of a product and created a new model for internal teams to digest, triage, and create a solution to fix the ongoing issue.• Kicked off an initiative to align marketing, sales, revenue operations, and finance to better understand the entire conversion funnel. Show less

• Business Analyst

  • Sep 2019 - Nov 2021

  • Build business analysis by extracting insights from data and research (internal + external), synthesizing and communicating key findings to senior leadership and executive team.• Monitor business performance and collaborate cross-functionally to identify and address any strategic issues and areas of opportunity.• Support the business operating rhythm by providing structured business performance updates on a monthly and quarterly basis along with performance dashboards.• Reduced preparation time for regular cadence reporting from 3 days to 3 hours by establishing a new data pipeline and automation.• Support Clio’s strategic planning process by collaborating with internal stakeholders, to plan initiatives and identify critical key performance indicators for success tracking.• Prepared the business performance reporting for board meetings. Show less

• Voice of the Customer Insights Analyst

  • Sep 2018 - Sep 2019

  • Owning the customer journey from end-to-end and managing the customer experience.• Executing on the Voice of the Customer and providing monthly insights to the executive team.• Planned, executed, processed, and disseminated insights of our annual customer survey data to departments and to our customer base.

• Customer Success Trainer

  • Nov 2017 - Sep 2018

  • Providing best in class onboarding including custom data migrations and hands on training.• Settings clear expectations and exceeding them through timeliness and personalized treatment.• Systematically manage caseload through Salesforce case assignment, onboarding completion, and case closure with clear use of task, statues, and notes for managerial review.• Developmental discovery into high level departmental workflow management.• Research and testing of new potential internal tools to enhance individual representative efficiency and effectiveness for cross departmental use.• Assist in internal training for new and current employees. Show less



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Technical Specialist

  • Feb 2013 - Nov 2017

  • Experience with teaching and mentoring new staff on best practices and technical procedures.• Strategy development for implementation, upgrades and optimization of systems and procedures.• Acknowledging, aligning and assuring in every interaction to ensure we exceed customer expectations.• Hold One to One training on Apple’s suite of products, personalized to the customer’s needs, resulting in consistent positive customer feedback and ratings.• Certified to help train customers and help with initial installations and system setup.• Diagnose, reproduce technical issues and provide the best solution for clients with iPhone, iPad and iPod Genius Bar appointments.• Troubleshoot up to 30 technical issues during the work day.• Document all Genius Bar appointments as per company standards and policies.• Experience with Apple’s ticketing system and escalations. Show less

• Specialist

  • Jul 2011 - Feb 2013

  • Hold workshops for customers and enterprise/corporate business representatives.• Consistent sales numbers and reviews from customer satisfaction surveys.• Works toward meeting store goals and helps to exceed them.• Apple Retail Ovation Award by helping the store reach one of the top 3 that improved their Net Promoter Scores in the One to One program (Sept. 2014)



LOC

• United Kingdom
• Maritime Transportation
• 100 - 200 Employee

• Personal Health Consultant

  • May 2014 - May 2016

  • Conducted detailed analysis of each individual which included several different measurement that had specific criteria (BMI, girths, increasing/decreasing rates of variables, etc.). • Continued monitoring to ensure that individuals were following proper procedures and not breaking away from the agreed plans. • Creating detailed reports that other professionals could easily interpret and read. • Held informational and technical presentations for groups of 30+ people. • Conducted detailed analysis of each individual which included several different measurement that had specific criteria (BMI, girths, increasing/decreasing rates of variables, etc.). • Continued monitoring to ensure that individuals were following proper procedures and not breaking away from the agreed plans. • Creating detailed reports that other professionals could easily interpret and read. • Held informational and technical presentations for groups of 30+ people.



Self Employed

• Freelance Photographer

  • Jan 2009 - Jan 2014



Innovative FOTO

• United States
• Entertainment Providers
• 1 - 100 Employee

• Manager

  • Apr 2009 - Sep 2010

  · Created and coordinated events to ensure success and profitability. · Hosted events with over 500 people in attendance. · Experienced in delegating tasks to a team of 8 assistant managers. · Dealt with partnership agreements amounting to $500 - 2,100. · Managed sponsorship packages for student clubs. · Created and coordinated events to ensure success and profitability. · Hosted events with over 500 people in attendance. · Experienced in delegating tasks to a team of 8 assistant managers. · Dealt with partnership agreements amounting to $500 - 2,100. · Managed sponsorship packages for student clubs.



Student Marketing Association

• Executive Member

  • Sep 2008 - Aug 2010

  · Project managed events that required efficient allocation of resources such as large monetary budgets and human capital. · Contributed in many organizing committees with responsibility such as sponsorship, finance, and administration. · Gave constructive feedback on peer-run projects. · Listened and implemented others' constructive criticism. · Project managed events that required efficient allocation of resources such as large monetary budgets and human capital. · Contributed in many organizing committees with responsibility such as sponsorship, finance, and administration. · Gave constructive feedback on peer-run projects. · Listened and implemented others' constructive criticism.



Cactus Club Cafe

• Canada
• Food and Beverage Services
• 700 & Above Employee

• Line Cook, Food Prep, Dish Washer

  • Aug 2008 - Feb 2009

  · Gained important skills working as a team player. · Able to work independently with minimal instruction. · Minimized cost by 2% by developing better methods for food preparation. · Gained important skills working as a team player. · Able to work independently with minimal instruction. · Minimized cost by 2% by developing better methods for food preparation.



Condal Holdings

• Administrive Assistant

  • Feb 2008 - Aug 2008

  · Created information that was professionally displayed and easy to read. · Strategically managed the logistics of incoming products to provide customers with efficient service. · Effectively merchandised products to boost sales. · Created information that was professionally displayed and easy to read. · Strategically managed the logistics of incoming products to provide customers with efficient service. · Effectively merchandised products to boost sales.



Shoppers Drug Mart

• Canada
• Retail
• 700 & Above Employee

• Cashier and Store Merchandiser

  • Sep 2007 - Feb 2008

  · Built up communication skills for helping potential customers. · Self-motivated to work towards goals and exceed them. · Built up communication skills for helping potential customers. · Self-motivated to work towards goals and exceed them.