Resume

With over 7 years of experience in client facing roles and leading projects in various technical capacities, I have a proven track record of delivering results tied to current business objectives. I regularly spend countless hours testing different technologies and thinking about all the ways that my teams can continue making the best products for our users. If you are looking for a customer-centric leader to help your organization learn more about your customers, create better products, and improve internal processes along the way, then keep reading.

ā˜Žļø Contact Information

šŸ§‘šŸ½ā€šŸ’» Work Experience

Customer Success Manager

Bluescape, Remote, Canada ā€“ (Jan 2022 - Present)

  • Overseeing 7 enterprise accounts in the Media & Entertainment and Apparel industries
  • Standardizing all processes for the CS department through template building, best practices, and shared learnings
  • Conducting 2-3 live end-user training, discovery, and feedback sessions per week, with 15+ attendees at a time
  • Acting as VoC through product discovery sessions & filtering high volumes of customer feedback
  • QA'ing features pre-release to catch usability concerns & bugs
  • Formalizing GTM strategies through A/B testing of activation campaigns, outbound strategies, and ICP development

Senior Client Success Associate

Phreesia, Remote, Canada ā€“ (Oct 2020 - Oct 2021)

  • Concurrently managed partnership with up to 25 clients totalling over $2MM+ in ACV
  • Conducted regular end-user trainings of all functionalities across Phreesia product suite
  • Prepared re-occurring 'Executive Business Review' presentations for C-suite execs, leveraging utilization reports detailing several KPIs/ROI metrics to encourage renewal & drive user adoption
  • Created interest in BETA features, while tracking success through utilization and feedback for our product team
  • Consistently closed on 3+ major upsell/cross-sell opportunities per month, exceeding our monthly ACV quota
  • Managed several large scale project implementations at once, impacting thousands of front line healthcare workers
  • Acted as a 'Pod/Team Lead' by supporting a team of four CSA's through leadership asks & market-wide initiatives

Product Specialist

Apple Store (Conestoga Mall), Waterloo, ON ā€“ (Sept 2019 - Nov 2020)

QA Analyst

Kik Interactive, Kitchener, ON ā€“ (May 2019 - Aug 2019)

  • Identified defects as lead QA on product squad, and worked with devs to solve issues according to spec
  • Supported the development and implementations of feature-specific A/B tests
  • Migrated team to a new JIRA board and implemented new agile processes for the PDLC based on well-defined user stories and clear acceptance criteria, leading to fewer issues in Production
  • Created the product spec for the 'Meet New People' feature, and translated it into epics and user stories to be tracked in JIRA
  • Performed verification on several releases of the iOS version of the Kik app

Business Systems Project Manager

PWO Canada, Kitchener, ON ā€“ (Jan 2019 - Apr 2019)

  • Lead the Tableau integration project, involving several presentations for plant executives to emphasize the importance of product floor data visualization for decision making
  • Lead the planned vs. actual time discrepancy project, and through iterative learning, leading to production floor behavioural and process changes
  • Completed training for all staff for a new online leave request platform
  • Supported personnel from various departments in creating and maintaining master data in SAP
  • Provided IT solutions and troubleshooting services to all departments

Team Coordinator

Care Partners, Waterloo, ON ā€“ (May 2018 - Sept 2018)

  • Produced schedules and comprehensive reports for entire region of care on a regular basis
  • Regularly communicated with patients, PSW's, funders, and various CHS departments

Business Analyst

Scotiabank, Toronto, ON ā€“ (Sept 2017 - Dec 2017)

  • Ensured trade repository product followed all required functionalities, leading to several escalation and development initiatives
  • Created several functional and non-functional requirement documents for new development initiatives
  • Provided support and knowledge of requirements to QA and development teams during building and test cycle phases of new implementations

QA Technician

Farm Business Consultants (FBC), London, ON ā€“ (Jan 2017 - May 2017)

  • Reviewed accuracy and finalized 100+ tax returns per week for submission to CRA during peak of tax season
  • Ranked #3 of 12 students for cumulative efficiency and number of tax returns filed
  • Suggested several process improvements to measurably increase efficiency of in-house data base used
  • Communicated with clients and tax authorities daily

Professional Skills

Technical Skills

Tableau, Python, R, Stata, SQL, SAP, HTML, CSS, Prototyping/Wireframes

Tracking/Scheduling

Salesforce, JIRA/Confluence, Notion, Monday, Trello, Smartsheet, Sharepoint, Microsoft Office

Other Skills

Sales, Customer Service, Consulting, Training & Coaching, Communications, Leadership, Copywriting, Market Research, Data Analysis

Certifications

Certified Associate Project Manager (CAPM), Brainstation Product Management Certification, Designlab UX Academy Foundations, Notion Essentials Certification, Pre-Script L1 (Personal Training)

Languages

English šŸ‡ØšŸ‡¦

Native speaker

French šŸ‡«šŸ‡·

Bilingual/Native speaker

Farsi šŸ‡®šŸ‡·

Intermediate speaker

šŸ“… What do I do in a day?

  • Sports & Weightlifting
  • Read books! (Psychology/Productivity/Business)
  • Write on my blog
  • I speak... In 3 languages (English, French, Farsi)
  • Music (I play the Piano)
  • Learn about new & relevant tech
  • Cereal enthusiast (ask me about this one)

šŸ“š Education

Bachelors of Honours Economics & Business

University of Waterloo, 2015 - 2020

  • Played 5 years on the Men's Varsity Soccer Team
  • Was an upper year mentor for the Economics Society