Experience

Rover

• Canada
• Software Development
• 1 - 100 Employee

• Senior Customer Success Manager

  • Jan 2022 - Present

  Helping clients in the NFL, MLB, NBA, MLS, NHL, Premier League, and retail companies engage with their fan base and customer base through engaging mobile campaigns.

• Customer Success Specialist

  • Feb 2021 - Jan 2022



ExpertFile

• Canada
• Advertising Services
• 1 - 100 Employee

• Customer Success Specialist

  • Sep 2017 - Feb 2021

  As Customer Success Specialist at ExpertFile, I manage a client base of 70 accounts from different industries like higher education, corporate, and healthcare. When the sales team closes a new account, my expertise takes over. I guide clients from point of sale, through the onboarding process, and all the way to launch. Post launch, I am available for support related questions, strategy calls and more. I help clients get the most out of their expertise marketing platform! As Customer Success Specialist at ExpertFile, I manage a client base of 70 accounts from different industries like higher education, corporate, and healthcare. When the sales team closes a new account, my expertise takes over. I guide clients from point of sale, through the onboarding process, and all the way to launch. Post launch, I am available for support related questions, strategy calls and more. I help clients get the most out of their expertise marketing platform!



North Aware

• Retail Apparel and Fashion
• 1 - 100 Employee

• Vice President of Customer Service

  • Nov 2016 - Sep 2017

  In November of 2016, my work as a Customer Support Specialist and Community Manager earned me a promotion to Vice-President of Customer Support, where I am responsible for the managing of the Customer Support department. I run a team of 3-to-6 customer support specialists, where we meet once a week to discuss previous weeks wins, lows, areas of improvement, and discuss new training initiatives. I lead the department with the mentality of being quick and always available to solve customer… Show more In November of 2016, my work as a Customer Support Specialist and Community Manager earned me a promotion to Vice-President of Customer Support, where I am responsible for the managing of the Customer Support department. I run a team of 3-to-6 customer support specialists, where we meet once a week to discuss previous weeks wins, lows, areas of improvement, and discuss new training initiatives. I lead the department with the mentality of being quick and always available to solve customer problems efficiently and effectively. Constantly looking to evolve and innovate the customer support department through new ticketing systems like Zendesk or Freshdesk, automated responses, and more. Other responsibilities included direct customer satisfaction reports to the CEO, assisting the CEO with other business related tasks such as assisting with finances, hiring staff, finding warehouses in Canada & the United States, and ensuring in-house staff appreciation initiatives. My work has taken the level of satisfaction with the customer support from a below expectations to exceeds expectations, and we're not stopping there. We're always looking to continue to evolve and innovate to best serve our customers. Featured on Bloomberg TV Canada with Pat Kiernan and The John Oakley Show on AM640 to discuss North Aware, the direction the company is heading, and the innovation behind the Smart Parka.

• Community Manager

  • Aug 2016 - Sep 2017

  North Aware began as a Kickstarter campaign in February of 2016. The Smart Parka campaign generated a Canadian Kickstarter record of $3.25 million, a record that still stands today. I joined the company in August of 2016 as a Community Manager & Customer Support Specialist, where I would handle 100-200 customer emails and tickets through Zendesk ticketing system per day. I would also be responsible for handling customer phone calls.



Parkbench.com

• Canada
• Technology, Information and Internet
• 1 - 100 Employee

• Account Manager

  • Jan 2016 - Aug 2016

  Joined the Parkbench team in January of 2016 as an Account Manager. Would be responsible for cold-calling prospects to book in-person meetings with the CEO who would close our deals. In April of 2016, Parkbench shifted from booking appointments, to mastering the full sales cycle from the cold-call, to booking a demo, to closing the deal. My 7 months as an Account Manager saw me hit and exceed sales targets in 5 of those months. Joined the Parkbench team in January of 2016 as an Account Manager. Would be responsible for cold-calling prospects to book in-person meetings with the CEO who would close our deals. In April of 2016, Parkbench shifted from booking appointments, to mastering the full sales cycle from the cold-call, to booking a demo, to closing the deal. My 7 months as an Account Manager saw me hit and exceed sales targets in 5 of those months.



Pragmatic Conferencing

• Canada
• Telecommunications
• 1 - 100 Employee

• Social Media Specialist

  • Oct 2014 - Oct 2015

  As the Social Media Specialist at Pragmatic, I was in charge of managing the social media presence of as many as 15 clients at any given time. The platforms I used include Twitter, Facebook, Google+, LinkedIn, and Instagram. I am very familiar with scheduling programs used to send out tweets or Facebook posts like Hootsuite and Oktopost. To benchmark our efforts on behalf of our clients we used analytical software to analyze, refine and enhance our clients' social media strategies. As the Social Media Specialist at Pragmatic, I was in charge of managing the social media presence of as many as 15 clients at any given time. The platforms I used include Twitter, Facebook, Google+, LinkedIn, and Instagram. I am very familiar with scheduling programs used to send out tweets or Facebook posts like Hootsuite and Oktopost. To benchmark our efforts on behalf of our clients we used analytical software to analyze, refine and enhance our clients' social media strategies.



Ontario Summer Games

• Windsor, ON

• Social Media Coordinator- Soccer

  • Aug 2014 - Aug 2014

  The Ontario Summer games bring over 300 athletes from around the province of Ontario to compete against one another in sports. The 2014 Ontario Summer Games were held in Windsor, Ontario from August 7th to August 10th. I was responsible for social media for the soccer portion of the games where I would tweet score updates, pictures, and any other relevant information that was needed to keep the fans engaged. During the course of the games, the account of which I was in charge went from zero to… Show more The Ontario Summer games bring over 300 athletes from around the province of Ontario to compete against one another in sports. The 2014 Ontario Summer Games were held in Windsor, Ontario from August 7th to August 10th. I was responsible for social media for the soccer portion of the games where I would tweet score updates, pictures, and any other relevant information that was needed to keep the fans engaged. During the course of the games, the account of which I was in charge went from zero to more than 50 followers and over 250 tweets were cast. It generated a lot of publicity and popularity for the duration of the games. Show less The Ontario Summer games bring over 300 athletes from around the province of Ontario to compete against one another in sports. The 2014 Ontario Summer Games were held in Windsor, Ontario from August 7th to August 10th. I was responsible for social media for the soccer portion of the games where I would tweet score updates, pictures, and any other relevant information that was needed to keep the fans engaged. During the course of the games, the account of which I was in charge went from zero to… Show more The Ontario Summer games bring over 300 athletes from around the province of Ontario to compete against one another in sports. The 2014 Ontario Summer Games were held in Windsor, Ontario from August 7th to August 10th. I was responsible for social media for the soccer portion of the games where I would tweet score updates, pictures, and any other relevant information that was needed to keep the fans engaged. During the course of the games, the account of which I was in charge went from zero to more than 50 followers and over 250 tweets were cast. It generated a lot of publicity and popularity for the duration of the games. Show less



Bala Garden Center

• Landscape Crew

  • May 2014 - Aug 2014

  I was responsible for carrying out day to day landscaping projects with my crew of two other people. The projects included lawn care, mulching, cleanup and stone work. I learned how to be an excellent communicator on behalf of a small group of people to ensure our customers were 100% satisfied with the job our crew performed. I was responsible for carrying out day to day landscaping projects with my crew of two other people. The projects included lawn care, mulching, cleanup and stone work. I learned how to be an excellent communicator on behalf of a small group of people to ensure our customers were 100% satisfied with the job our crew performed.



Toronto Argonauts Football Club

• Canada
• Spectator Sports
• 1 - 100 Employee

• Double Blue Crew (Promotions)

  • Jun 2012 - Jun 2014

  The Double Blue Crew is responsible for carrying out in-game activities for fans to enjoy during breaks in the football game. My responsibilities ranged from the tee shirt toss to carrying flags up and down the sideline to celebrate Argo touchdowns. We carried out sponsorship messages for Argonaut sponsors through the tee shirt toss, and other half time games. The Double Blue Crew is responsible for carrying out in-game activities for fans to enjoy during breaks in the football game. My responsibilities ranged from the tee shirt toss to carrying flags up and down the sideline to celebrate Argo touchdowns. We carried out sponsorship messages for Argonaut sponsors through the tee shirt toss, and other half time games.



Ladies' Golf Club of Toronto

• Canada
• Spectator Sports
• 1 - 100 Employee

• Turf Maintenance

  • Apr 2012 - Sep 2013

  I was responsible for the upkeep of the golf course for two seasons. I cut fairways, tee decks, and completed any other tasks as required by the superintendent. I was responsible for the upkeep of the golf course for two seasons. I cut fairways, tee decks, and completed any other tasks as required by the superintendent.



Canada's Wonderland

• Canada
• Entertainment Providers
• 500 - 600 Employee

• Rides Lead

  • Mar 2009 - Nov 2010

  Responsible for coordination of a crew of up to 30 people. Developed leadership and communication skills. Responsible for coordination of a crew of up to 30 people. Developed leadership and communication skills.