Experience

Motum B2B

• Canada
• Advertising Services
• 1 - 100 Employee

• Search Engine Optimization Manager

  • Nov 2020 - Present



Mintent Digital Agency

• Canada
• Marketing Services
• 1 - 100 Employee

• Technical Support Specialist

  • Oct 2018 - Nov 2020

  Customer Support Resolved questions and concerns through help desk software (ZenDesk & Intercom). Communicated with the development team for timely releases of bug fixes and with customers to keep them updated on the status of their requests. Consistently had 100% satisfaction level with a median response time of 0.5 hours. On-Boarding, Training & Update Calls Trained new and existing clients on how to best utilize the software for their unique marketing challenges and situations. Training included assistance with set-up and configuration of the software to customers’ specific requirements. Regular meetings were conducted with clients to update them on new features, improvements, answer questions, and to identify any upsell opportunities. Met regularly with product, marketing, and sales teams to review customer requirements, feature requests, and feedback. Help Centre & Product Tour Content Management Implemented knowledge bases (in both ZenDesk & Intercom) to educate customers on answers to common questions and have an easy to reference library (500+ articles) of content and resources about gShift/Mintent software and general digital marketing best practices. Launched In-App tours (in both AppCues and Intercom) and tooltips for on-demand assistance. Quality Assurance Tested software (frontend) to ensure all features (new features, improvements, and bugfixes) functioned as intended and provided a great UX (User Experience). Product Management Collaborated on, created, and coordinated issue tickets in Confluence and JIRA (Project Management Software). Included creation of sprints, workflows, tickets, filters, and custom fields. Triaged and created of tickets for bugs, new features, and improvements (mock-ups and specifications) for approval by VP of Product and VP of Technology. Show less



gShift

• Technical Support Specialist

  • Sep 2016 - Oct 2018

  *Mintent acquired gShift in October 2018*Customer Support Resolved questions and concerns through help desk software (ZenDesk & Intercom). Communicated with the development team for timely releases of bug fixes and with customers to keep them updated on the status of their requests. Consistently had 100% satisfaction level with a median response time of 0.5 hours.On-Boarding, Training & Update CallsTrained new and existing clients on how to best utilize the software for their unique marketing challenges and situations. Training included assistance with set-up and configuration of the software to customers’ specific requirements. Regular meetings were conducted with clients to update them on new features, improvements, answer questions, and to identify any upsell opportunities. Met regularly with product, marketing, and sales teams to review customer requirements, feature requests, and feedback. Help Centre & Product Tour Content ManagementImplemented knowledge bases (in both ZenDesk & Intercom) to educate customers on answers to common questions and have an easy to reference library (500+ articles) of content and resources about gShift/Mintent software and general digital marketing best practices. Launched In-App tours (in both AppCues and Intercom) and tooltips for on-demand assistance.Quality AssuranceTested software (frontend) to ensure all features (new features, improvements, and bugfixes) functioned as intended and provided a great UX (User Experience).Product ManagementCollaborated on, created, and coordinated issue tickets in Confluence and JIRA (Project Management Software). Included creation of sprints, workflows, tickets, filters, and custom fields. Triaged and created of tickets for bugs, new features, and improvements (mock-ups and specifications) for approval by VP of Product and VP of Technology. Show less

• Business Support Specialist

  • Feb 2015 - Sep 2016

  Responsibilities In this position, I am responsible for performing Quality Assurance on the company's software and new feature releases. QA was based on specs within the product management software, ProdPad. Along with QA I am also responsible to provide support for the software by answering client's questions and concerns through the help desk software (ZenDesk). This includes tickets from various complexity. Accomplishments QA (Quality Assurance) - Helps ensure that the final deliverable to the public is functioning as intended and providing a great UX (User Experience). Support - Streamlining the process and ensuring that all tickets are closed off and clients are receiving responses in a reasonable amount of time and at a high level of accuracy and client satisfaction. Knowledge Base - Creating a knowledge base for the software to help clients troubleshoot common questions and have an easy to reference library of content about the software and its features. Skills Used: Problem-solving, communication, QA, product management, UX, software knowledge, project management, creative thinking, attention to detail and analytical skills. Show less

• Client Success Manager

  • Aug 2013 - Feb 2015

  Digital MarketingDelivered digital marketing services to customers including keyword and content research, competitive research, technical SEO analysis, and implementation, analytics configuration, social media strategy and management, and progress reports.Project ManagementManaged and communicated with digital services clients about their deliverables. Worked with a variety of clients including small businesses to Fortune 500 companies.CollaborationCollaborated in a small team ranging from 3-7 people. Leveraged each team member’s strengths to deliver the best results to customers. Show less



Brandon Gilmore - Marketing Evolved

• Barrie, ON

• Freelance Web & Marketing Consultant

  • May 2011 - Feb 2014

  I help small businesses get an online presence with professional designs to help their business grow. Other areas I help businesses include; graphic design, social media, and marketing their businesses locally and online. Specialty is Online marketing and e-commerce. I help small businesses get an online presence with professional designs to help their business grow. Other areas I help businesses include; graphic design, social media, and marketing their businesses locally and online. Specialty is Online marketing and e-commerce.



Structube

• Canada
• Retail
• 200 - 300 Employee

• Sales Associate

  • Aug 2013 - Nov 2013

  Sales associate at a Contempoary Furniture store. This position is customer service oriented. Some of the dutires for this position include: *Set up displays of merchandise in windows or display cases *Process money, cheque and credit/debit card payment *Provide advice about merchandise *Suggestive selling *Ensuring cleanliness of the store and merchandise This is a Part-Time Position. Sales associate at a Contempoary Furniture store. This position is customer service oriented. Some of the dutires for this position include: *Set up displays of merchandise in windows or display cases *Process money, cheque and credit/debit card payment *Provide advice about merchandise *Suggestive selling *Ensuring cleanliness of the store and merchandise This is a Part-Time Position.



Lochcarron of Scotland

• Selkirk, Scotland, UK

• E-Commerce Manager

  • Jun 2012 - Jun 2013

  Manage all Lochcarron of Scotland owned websites. This includes sales strategies, email marketing, search engine marketing, social media and content management. Bringing the wonderful world of tartan to life across the globe. Manage all Lochcarron of Scotland owned websites. This includes sales strategies, email marketing, search engine marketing, social media and content management. Bringing the wonderful world of tartan to life across the globe.



Burnett's & Struth Scottish Regalia Ltd.

• Barrie, ON

• Marketing Coordinator

  • May 2008 - Jun 2013

  My position with Burnett's & Struth Scottish Regalia Ltd. includes the following duties: *Manage and update their websites with new products and content *Plan and Execute Marketing efforts for Online and In-store promotions *Design print and digital marketing materials *Enter and Process online orders into order management platform *Respond to customers inquiries *Follow up with suppliers to ensure customers orders are delivered on time. *Create a marketing budget and goals for the year and executing it *Search Engine Marketing and Optimization for websites *Negotiate Shipping rates to ensure maximum savings *Report and Analyze the traffic, competition and sales to key stakeholders *Assist at Highland Games and Events *and many more Show less



Georgian College

• Canada
• Higher Education
• 700 & Above Employee

• Residence Orientation Coordinator

  • Sep 2007 - Apr 2008

  *Planning and Executing Fall and Winter orientations for 450+ students in Georgian College's Residence. *Creative events to engage residents. Ex. Ball Hockey Tournament, Casino Night, Coffee House, etc... *Design posters to promote events *Communicate and Collaborate with a team of Residence Advisors for ideas and to inform them of events * Design T-Shirts for all residents to receive upon orientation *Planning and Executing Fall and Winter orientations for 450+ students in Georgian College's Residence. *Creative events to engage residents. Ex. Ball Hockey Tournament, Casino Night, Coffee House, etc... *Design posters to promote events *Communicate and Collaborate with a team of Residence Advisors for ideas and to inform them of events * Design T-Shirts for all residents to receive upon orientation



Meaford Hall Arts & Cultural Centre

• Meaford, ON

• Marketing Assistant

  • May 2007 - Aug 2007

  Duties included: *Graphic Design - Brochures, Posters, Magazine and Newspaper Ads, Water Bottle Label and Email Newsletters *Website Design and Maintenance - Update with the latest performances *Market Analysis on ticket sales *Greeted Customers and sales transactions *Conducted secondary research on various topics such as advertising with magazines and newspapers Duties included: *Graphic Design - Brochures, Posters, Magazine and Newspaper Ads, Water Bottle Label and Email Newsletters *Website Design and Maintenance - Update with the latest performances *Market Analysis on ticket sales *Greeted Customers and sales transactions *Conducted secondary research on various topics such as advertising with magazines and newspapers



Dollarama

• Meaford, ON

• Retail Sales Associate

  • Feb 2005 - Aug 2006

  * Stocked shelves * Helped design and maintain sale displays * Greeted customers and completed sale transactions * Stocked shelves * Helped design and maintain sale displays * Greeted customers and completed sale transactions



Marketing Assistant

• Meaford, ON

• Knights' of Meaford Ltd.

  • Sep 2005 - Dec 2005

  I worked at Knights's of Meaford for a co-op placement. My time there gave me experience with filing, creating ads, business cards, maintaining their website, and a number of other tasks. I worked at Knights's of Meaford for a co-op placement. My time there gave me experience with filing, creating ads, business cards, maintaining their website, and a number of other tasks.