Experience

• 

  Vena Solutions

  • Customer Success Manager

    • Apr 2024 - Present

• 

  Brane

  • Toronto, Ontario, Canada

  • Client Solutions Manager (Customer Success)

    • Oct 2021 - Jun 2023
    • Toronto, Ontario, Canada

    • Joined as one of the first 20 employees at the cryptocurrency custody company offering secure digital storage of assets, acquired by Wellfield Technologies in 2023• Managed sales processes from prospecting, qualifying, demonstrations, closing, etc. Also streamlined processes in the Hubspot CRM using integrations with other applications • Built AML/KYC pre-onboarding and complete client on-boarding processes from scratch• Worked to obtain the Trust Company certification working with the Government of Alberta officials• Leveraged custody experience in traditional assets to create new policies & procedures for custody of digital assets • Developed the client asset tracking system with Microsoft Power Platform - Automate, Apps, and BI to provide visibility into all client wallets• Led governance and compliance projects working with Microsoft Azure and SharePoint Administrators• Assisted technical teams in obtaining technical certifications including SOC II, NIST & ISO

• 

  RBC Investor & Treasury Services

  • Canada
  • Financial Services
  • 700 & Above Employee

  • Client Experience Manager (Customer Success)

    • May 2020 - Oct 2021

    • Worked as a dedicated customer success manager with an extensive investment fund portfolio over $10B• Became a trusted advisor to C-suite executives from high profile insurance, pension & investment fund companies for their custody needs• Brought $15M in assets from a competitor resulting in $1M annual revenue by partnering with sales teams to cross-sell• Identified, cross-sold and up-sold various products using in-depth knowledge of client operations. (FX, trades etc)• Helped clients with digital transformations, including custom software builds, modifications to existing software, and usage of RBC technology (including APIs, integrations, etc)

  • Service Assurance Manager

    • Oct 2017 - May 2020

    • Managed client relationships, including regular meetings with c-suite executives to align on strategy and operations.• Managed client escalations by orchestrating with technical subject matter experts in various business units for fast and accurate resolutions. • Streamlined 15+ major operational processes through technology modernization and cloud technology adoption to enhance customer satisfaction• Led implementation of Microsoft Dynamics CRM system to identify client issues using data analytics

  • Analyst, Regulatory Solutions

    • Aug 2015 - Oct 2017

    • Ensured that RBC, its clients, and other stakeholders were compliant with existing and upcoming regulations.• Tracked implementation from start to finish via capture, assessment, and compliance of regulations; captured and assessed over 5000 regulations on custody, and capital markets from regulators worldwide.• Monitored a regulatory project portfolio of over 20 projects in 13 countries with a budget of over $30 million.• Prepared reporting for management on regulations, assessments, trend analysis and projects.

• 

  RBC

  • Toronto, Ontario, Canada

  • Intrapreneur/Internal Consultant, RBCx Innovation Program

    • Apr 2021 - Jun 2021
    • Toronto, Ontario, Canada

    • RBCx is a 9-week innovation program. I joined as one of the top talent selected across the RBC Enterprise to explore disruptive ideas for real life issues sponsored by senior executives • Led the consulting engagement using business design and design thinking principles• Pitched product and services to help upcoming entrepreneurs to secure funding and advice working with Government of Ontario funding that later launched officially on the RBC website

• 

  Freedom

  • Salesperson

    • Jan 2013 - Apr 2015

    • Exceeded sales targets and quotas (60 activations/month), and became top salesman for several months, along with perfect mystery shop report • Provided technical, billing, and general assistance to all customers (received excellent ratings from Wind Corporate Office and 100% score from the Mystery Shopper Program) • Managed three stores, including cash, inventory, store maintenance, team management, and training of new staff

• 

  MacIver Dodge Jeep Chrysler

  • Newmarket, Ontario, Canada

  • Summer Intern

    • Apr 2014 - Aug 2014
    • Newmarket, Ontario, Canada

    • Audited all new car sales for previous two years. Audited sales to comply with Chrysler Canada standards and OMVIC (Ontario Motor Vehicle Industry Council) standards. This included financing, license, registration, preferred pricing, and all other required documents • Recovered over $200,000 in potential commission lost through performing audit• Assisted with daily accounts receivables, accounts payables and year-end accounting duties• Performed analysis on new "Sub-Prime Financing" division, and assisted with marketing• Managed leased vehicles including handling lease payments, insurance policies, repossession of vehicles and resulting litigations as well

• 

  TD

  • London, Canada Area

  • Customer Service Representative

    • Aug 2013 - Oct 2013
    • London, Canada Area

    • Assisted clients with their personal & business credit cards (including payments, fraud, billing, upgrades, credit limit increases, etc.)• Led new sales of credit cards, as well as cross-selling and up-selling with other credit products• Met dynamic sales targets, quotas and customer service goals (customer satisfaction, wait times, advisory goals etc)• Provided assistance for day-to-day banking including chequing & savings accounts, debit cards, etc• Advised clients on TD products and services, while adhering to regulatory compliance guidelines• Worked with other departments at the bank to provide specific products & services to clients

• 

  Rapid Home Service

  • Markham, Ontario

  • Operations Manager

    • Jan 2004 - Mar 2013
    • Markham, Ontario