Experience

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  gaiia

  • Head of Customer Success

    • Nov 2023 - Present

    gaiia is a leading provider of OSS/BSS solutions for the telecommunications industry. With its comprehensive platform, gaiia offers ISPs an all-in-one solution for billing, CRM, operations, automation, and more. Founded with a vision to simplify and optimize ISP operations, gaiia empowers providers worldwide to deliver exceptional services and drive growth in the digital age.

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  TelemetryTV

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

  • Head of Customer Success & Product Specialist

    • Jul 2021 - Oct 2023

    TelemetryTV is a cloud-based digital signage platform that empowers organizations to create and manage beautiful signage across multiple screens, from wherever they are. We help clients from education, corporate communications, retail, and more engage their audience and keep them informed.- Design and implement onboarding and customer lifecycle systems to drive feature adoption, retention, and growth.- Manage our customer support team, ensuring we exceed support quality expectations and maintain a high level of customer satisfaction.- Work closely with the product team to develop our product roadmap based on customer feedback.- Proactively manage all North American/Australian Enterprise accounts by conducting regular check ins to drive retention and satisfaction.- Produce enablement assets including sales demo presentations, tutorial videos, and technical documentation.- Handle all North American/Australian sales opportunities from demo to close.- Plan and deliver Enterprise product training for customers in North America and Australia.

  • Customer Success Manager

    • Jan 2019 - Jul 2021

    - Proactively manage customer accounts by conducting regular check ins to drive retention and satisfaction.- Support customers with bugs and issues through live chat, email, and video chat.- Plan and deliver product training for customers in North America and Australia.- Work closely with the product team to develop our product roadmap based on customer feedback.- Produce enablement assets including sales demo presentations, tutorial videos, and technical documentation.- Develop and write copy for product marketing material including sales sheets, landing pages, and videos.

• 

  Faculty Brewing Co

  • Canada
  • Food and Beverage Services
  • 1 - 100 Employee

  • Sales + Operations Manager

    • Mar 2017 - Jan 2019

    Faculty Brewing Co. is one of Vancouver's many craft breweries, but we set ourselves apart with a focus on education, collaboration, and inclusivity. I was lucky enough to meet the founder of Faculty months before it opened, and was brought on as their first official employee. Working to build the Faculty brand, develop business systems, and launch B2B sales were some of my most memorable experiences during my time there.- Lead project management for development + release of new packaged SKUs. - Managed inventories of product for both B2B and B2C sales. - Tracked KPIs relating to sales pipeline, account performance, and product performance. - Managed relationships with existing B2B accounts.- Increased overall revenue by 60% within a year of launching outside sales.- Responsible for all invoicing and accounts receivable.

  • Marketing & Tasting Room Manager

    • Dec 2015 - Mar 2017

    - Plan and implement strategies to increase tasting room sales. - Manage social media accounts to promote customer engagement. - Represent Faculty's brand and product both in the tasting room and at external events. - Develop and manage the front of house systems and inventory. - Continue to develop employee training strategies. - Handle employee management, including hiring and scheduling. - Planned and implemented marketing and publicity strategies before Faculty opened its doors.- Used Wix web design platform to design, write, publish and update Faculty's website.

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  Contemporary Art Gallery, Vancouver

  • Vancouver, British Columbia

  • Communications Assistant

    • Jun 2014 - Oct 2015
    • Vancouver, British Columbia

    - Researched marketing and communications strategies for non-profit art institutions.- Used Excel to create press reports for artists and exhibitions.- Contacted press outlets to gain coverage and promotion of exhibitions and events.- Created and wrote a weekly blog series, "From the Archives," where I connected current exhibitions to past exhibitions through an art historical lens.- Sorted and archived publications and catalogues.- Use Wordpress to input blog entries and items into the online shop.

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  The Main MTL

  • Montreal, Canada Area

  • Art, Culture and Music Contributor

    • Oct 2014 - May 2015
    • Montreal, Canada Area

    - Pitched and wrote articles about culture, art, and events in Montreal.- Researched, contacted, and interviewed artists and musicians for articles.- Contacted organizations and individuals to circulate articles and reach a wider audience.

• 

  Sony Music Entertainment

  • United Kingdom

  • SoundBed Contributor

    • 2013 - 2015
    • United Kingdom

    - Communicated my opinions with Sony executives about artists and music industry issues.- Wrote critically regarding the creative marketing of artists.- Researched unfamiliar genres and artists to gain a better understanding of their markets.

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  The Fridge Door Gallery

  • Montreal, Canada Area

  • Web Manager

    • Oct 2014 - Dec 2014
    • Montreal, Canada Area

    - Used Wordpress to input and edit website pages.- Wrote copy for news pages and introductions to reviews.- Assisted with curation and exhibition logistics.