Experience

Contractor Compliance Inc.

• Canada
• Software Development
• 1 - 100 Employee

• Manager, Customer Success

  • Jun 2023 - Present



Government of Canada

• Government Administration
• 700 & Above Employee

• Analyst

  • Aug 2020 - Present



Boast

• United States
• Financial Services
• 100 - 200 Employee

• Customer Success Manager

  • Nov 2022 - Jun 2023

  Boast is democratizing access to billions in R&D tax credits and innovation incentives so companies can fuel their growth while innovating faster. - Builds genuine relationships with clients to best guide them through the SR&ED claim preparation process from initial onboarding to final submission - Gathers insights regarding clients by leveraging open source searches to mitigate churn and identify opportunities to upsell - Proactively communicates with all clients in assigned portfolio to ensure that they are hitting all relevant milestones in a timely manner - Strives to keep meticulous client records and keeps databases updated to maintain and improve overall data hygiene - Works collaboratively with the Customer Delivery, Product and Sales teams to ensure the best experience for clients - Creates and continuously iterates on processes to best serve accounts that are managed via a pooled model Show less



Fatigue Science

• Canada
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Sep 2019 - Mar 2020

  •Performed initial on-boarding of accounts with enterprise-level customers, ensuring strong adoption and ongoing engagement throughout the customers lifetime. •Executed a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction. •Served as the Fatigue Science ReadiBand subject matter expert providing guidance and addressing challenges on work/project management and collaboration to customers. •Performed periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand use of Readi throughout the account. •Developed tools, processes and best practices to ensure customers are realizing the greatest possible value from Fatigue Science Readi technology. •Worked closely with the Sales team to share customer insights that inform additional product and service sales opportunities. •Provided expert customer insight to product management, marketing and sales on what innovation and continuous improvement is needed to further enhance the user experience Show less



Clark Wilson LLP

• Canada
• Law Practice
• 200 - 300 Employee

• Docketing Clerk (IP)

  • 2019 - 2019

  • Reviewed and docketed all incoming foreign, US and CIPO mail, faxes and emails. • Maintained docketing system (Visions), client files, including file openings, file applications, responses, etc. •Handled incoming electronic communications on behalf of the attorneys and prioritized for them as well as respond appropriately on behalf of the attorneys •Provided assistance and information regarding status of applications, processing procedures and time frames •Prepared reports from docketing database for trademark and IP legal staff as requested Show less



Plenty of Fish

• Canada
• Software Development
• 1 - 100 Employee

• Senior Customer Service Representative

  • 2012 - 2019

  •Proactive senior team member that contributed to the strategy for enhancing the experiences of customers by supporting the implementation of applications, devices, and in-house programs in a high-pressure, time-sensitive, and fast-paced digital media environment. •Provided high standards of internal quality assurance and employee management – utilizing direct communication across all business units in regards to quality assurance, fraud, billing, and troubleshooting. •Responsible for writing and conducting productivity reports and reviews by thoroughly assessing, testing, and measuring processes, resulting in the development of incentive enhancements. •Point of contact for law enforcement, legal professionals as well as various internal and technical problem resolution, managing escalations from customer and staff. •Interfaced cross-functionally with to establish policies/procedures, identify training needs, and deliver disciplinary actions. •Created templates for team members to utilize during interactions with clients and external stakeholders. •Completed research, analysis and documentation of account activity and used personal judgment to determine appropriate actions that removed or minimized fraud exposure. •Facilitated effective communication within the localization project team (in house and remote translators, design, product team, QA, etc) via email, conference calls, and face-to-face interactions. •Ensured completion of all administrative processes (reviewed and approved freelance translators' contracts and invoices, provided feedback, set up and conducted reviews after the completion of projects) Show less