Experience

CityStudio Global
• Canada
• Higher Education
• 1 - 100 Employee
• Business Development Lead

  • Nov 2022 - Present


Paragon Testing Enterprises Inc

• Canada
• Education Administration Programs
• 1 - 100 Employee

• Coordinator - Test Centre Operations

  • Mar 2015 - Aug 2022

  • Managed portfolio of 50 test centre partners in Western and Northern Canada, owning their performance and revenue metrics and building relationships through continuous check-in conversations and site visits • Managed personnel at our Vancouver corporate site (20 direct reports) including recruiting, onboarding, scheduling, and professional development • Created testing schedules at centres, analyzing the fill rate of open tests, and presenting data to add availability • Developed internal reports based on users’ needs, performing QA and creating SOP documentation before deployment, and taking ownership of maintenance and continuous improvement. • Increased surveyed centre satisfaction by 12% within 6 months, using SWOT analysis to prioritize client portal improvements within IT resource budget, creating project tasks for design, engineering, and data teams • Reduced late starts at centres by 58% by analyzing operational efficiency and liaising with customer experience stakeholders to propose and implement a new test day policy, updating web and marketing content accordingly • Limited expenses to 21% of revenue for mobile labs deployed as temporary test centres, by analyzing costs and defining target registration volumes • Reduced task time by 50% and human errors by 75% for test schedule creation and editing by designing and implementing batch processes. • Determined market share and identified new business opportunities worth $4m by analysing IRCC (Immigration) report. • Researched 4 competitor's tests by comparing customer experience, test day procedures, test UI, and test content and reporting to IT, Product and Customer Service teams to kick-start improvement projects • Identified and onboarded 14 new North American centre locations by monitoring test availability changes by city per quarter and designing analysis to visualize test taker geographical data Show less



Apple

• Indonesia
• Software Development
• 1 - 100 Employee

• Communications Officer

  • Oct 2012 - Nov 2014

  • Owner of automated transactional emails for 25 European online stores, acting as point of contact for external comms systems and workflows. • Collaborated with counterparts in American and Asian regions to globally align automated workflows and ad-hoc comms procedures. • Reduced customer contact volume for online store returns by 30% and increased satisfaction score by 16% by leading project to update automated emails, gathering requirements and performing User Acceptance Testing for 150+ scenarios. • Composed and executed comms strategy for ad-hoc events (product launches, seasonal discounts, etc.), creating content and coordinating translations in 14 languages with external vendors. • Reduced external vendor expenses by 25% by publishing internal translation catalogue of recurring content. • Performed gap analysis of usage and engagement across Customer Service email suite for shipment exception scenarios to update and standardise content before deployment of new CRM tool. Show less


Abtran
• Consumer Services
• 1 - 100 Employee
• Team Lead Account Services

  • Oct 2009 - Oct 2011

Irish Blood Transfusion Service
• Ireland
• Non-profit Organizations
• 100 - 200 Employee
• Quality Assurance Quality Control

  • Jun 2007 - Sep 2009

Amazon
• Bangladesh
• Advertising Services
• 1 - 100 Employee
• Customer Service Team Lead

  • Jun 2006 - Jun 2007