Experience

• 

  Avidbots Corp.

  • Kitchener, Ontario, Canada

  • Account Manager

    • Oct 2023 - Present
    • Kitchener, Ontario, Canada

• 

  Maximizer

  • Toronto, Ontario, Canada

  • Customer Success Manager

    • Jan 2023 - Jun 2023
    • Toronto, Ontario, Canada

    Subscription-based (SaaS) customer relationship management (CRM) software created to boost sales productivity. For over 30 years, Maximizer has been helping leaders monitor and coach their sales and renewals teams to land, keep, and grow customers.- Focused on Engaging, Retention (renewals), and expansion sales for mid to large National accounts.- Tracked opportunities in the pipeline to forecast revenue-Conducted regular Business Reviews with key accounts and developed Customer Success Plans to help create clear outlines of the customer lifecycle- Proactively identified trends and patterns in customer inquiries and provide feedback to the team to improve processes and customer experience- Developed processes and procedures (SOP's) within the CSM team and other cross functional teams to improve workflow consistency and efficiency-Scheduled and executed discovery calls surrounding technical discussions related to upgrade system requirements, migrations to the Cloud, API integrations and and automation tools to increase upselling/cross-selling numbers. - Monitored and followed-up with Net Promoter Score (NPS) feedback. Demonstrated conflict resolution, negotiation and de-escalating on problems and issues. - Collaborated with cross-functional teams to escalate complex issues to provide solutions that exceed customer expectations

• 

  ApplyBoard

  • Customer Support/ Experience Team Lead

    • Jan 2020 - Jan 2023

    Led the customer support team (B2B and B2C) in ensuring customers receive high-quality service. responsibilities included:Led teams providing support through multiple channels (live chat, email)Delivered quarterly/yearly employee reviews and scheduled 1-on-1'sCreated Standard Operating Procedures (SOP's) and provided training to team members on new proceduresDeveloped Metrics Dashboards (Jira and Zendesk)Analyzed customer support metrics (Customer Satisfaction, Time to Resolution, SLA's etc.)Problem solving and dealing with escalated issuesMaintaining detailed records of customer interactions

• 

  RunForLife, Laurier University

  • Program Evaluator, Research Coodinator

    • Sep 2014 - Jun 2020

    I am a program evaluator and research coordinator for the SparksFly program which brings exercise bikes into classrooms to be used by students as a tool for readiness to learn across Canada. My role includes examining the program's effectiveness and efficiency, and researching the cognitive and socio-emotional benefits of bike use in children.

• 

  MEC™

  • kitchener, ont.

  • Product Team Lead

    • Feb 2017 - Jan 2020
    • kitchener, ont.

    Inventory and Soft Goods Team LeadTeam management and Customer Service/SalesHead of the Environmental Integrity Committee

• 

  SAIL Plein Air / SAIL Outdoors

  • Canada
  • Retail
  • 700 & Above Employee

  • Department Manager

    • Sep 2016 - Sep 2016

    Footwear/Orientation manager

  • Team Lead - camping department

    • Mar 2015 - Sep 2016

• 

  University of Waterloo

  • university of waterloo

  • PhD Student; Behavioural decision making

    • Sep 2009 - Apr 2014
    • university of waterloo

    Studied why good intentions often fail. Turns out these set intentions are often influenced cognitive biases. Understanding these biases and examining the separate factors of liking and wanting can help us overcome these shortfalls in our thinking and lead us to better predicted behavior.