Operations Manager

• Oct 2022 - Present

Operations Associate

• Oct 2019 - Oct 2022

Supporting the delivery and back office functions of the start-up market research firm IcebergIQ.• Establishing and refining processes and documentation during the rapid growth of the team and client base• Implementing a series of tools for client deliverables and data visualization including MS Office and Airtable • Reviewing, proofreading, and distributing written reports and editing database entries for client consumption

Solutions Coordinator

• Jan 2021 - Oct 2022

Organized operations and support solutions for this COVID-era startup distributing POC COVID-19 testing supplies to every industry across Canada. Built out processes and documentation to help align and track all aspects of the back-office operations. Helped support the whole team including sales, fulfillment, post-sales, and technical support. Organized operations and support solutions for this COVID-era startup distributing POC COVID-19 testing supplies to every industry across Canada. Built out processes and documentation to help align and track all aspects of the back-office operations. Helped support the whole team including sales, fulfillment, post-sales, and technical support.

Client Operations Manager

• Jan 2018 - Oct 2019

Coordinated and executed the client-facing aspects of our market research (mainly win/loss and churn analysis), along with the day-to-day operations involved therein.• Developed policies and processes to facilitate the growth of the company (~50% year over year) along with defining roles within the team.• Responsibilities: Managed day-to-day responsibilities for operations, client success, and account management. Hired team members based on business objectives while supporting staff to be able to exceed their goals.• Client Success: Managed the client life cycle process (starting from the initial sale through all phases of implementation and delivery). Received and answered client inquiries and ensured client satisfaction.• Project Management: Helped managed the priorities of my team and communicated with our many clients regarding their needs. Informed clients of our progress towards achieving their deadlines. Performed and scheduled internal and external metric reporting.• Business Intelligence: Created reports and dashboards for internal and client communications. Tracked project status, production throughput, and resource use using Salesforce, Airtable, and other tools.• Finance: Developed and administered an activity-based revenue recognition system and liaised with the finance lead on the creation and tracking of client invoices.

Client Success Manager

• Jun 2015 - Dec 2017

Managing the client-facing aspects of our win/loss and churn analysis along with the day-to-day operations involved therein.

Business Manager

• Oct 2014 - Jul 2015

Assisted this local start-up business as it expanded into international markets, doubling production and revamping their ecommerce platform, resulting in greater web traffic and more positive customer feedback. Handled sales, customer service, order fulfillment, and logistics for hundreds of customers worldwide. Assisted this local start-up business as it expanded into international markets, doubling production and revamping their ecommerce platform, resulting in greater web traffic and more positive customer feedback. Handled sales, customer service, order fulfillment, and logistics for hundreds of customers worldwide.

Lab Technician - Virology

• Sep 2012 - May 2013

Virology unit of the Animal Health Laboratory. Avian and Mammalian diagnostic laboratory for a wide range of diseases. I managed daily testing that included ELISA, AGID, and agglutination, with a focus on poultry blood sample testing including early detection of communicable diseases such as Salmonella spp. and avian influenza. Virology unit of the Animal Health Laboratory. Avian and Mammalian diagnostic laboratory for a wide range of diseases. I managed daily testing that included ELISA, AGID, and agglutination, with a focus on poultry blood sample testing including early detection of communicable diseases such as Salmonella spp. and avian influenza.

Co-op Student

• Jan 2010 - Sep 2010

Part of the Laboratory for Pathogenic Neisseria, Syphilis and Vaccine Preventable Bacterial Diseases – Bacteriology and Enteric Diseases Division at the National Microbiology Lab. I successfully learned several methods relevant to microbiology such as: various MIC determinations, ELISA, SDS-PAGE, Silver Staining, and Western blotting. I worked mainly independently, with the freedom to establish and carry out projects related to Haemophilus influenza. Part of the Laboratory for Pathogenic Neisseria, Syphilis and Vaccine Preventable Bacterial Diseases – Bacteriology and Enteric Diseases Division at the National Microbiology Lab. I successfully learned several methods relevant to microbiology such as: various MIC determinations, ELISA, SDS-PAGE, Silver Staining, and Western blotting. I worked mainly independently, with the freedom to establish and carry out projects related to Haemophilus influenza.

Research Assistant

• Jan 2009 - Apr 2009

Part of the Soybean Cyst Nematode Research division. I engaged in all tasks from greenhouse work to sample preparation and analysis, with a focus on the efficacy of certain pesticides on the plant-parasitic soybean cyst nematode. Part of the Soybean Cyst Nematode Research division. I engaged in all tasks from greenhouse work to sample preparation and analysis, with a focus on the efficacy of certain pesticides on the plant-parasitic soybean cyst nematode.