šŸ‘”

Resume

With over 3 years of experience leading projects in various technical roles and over 3 years in customer service, I have a proven track record of delivering results tied to current business objectives. You could expect even greater value from me if your organization sits in the Fitness, Healthcare, or Organizational Tools tech spaces, as these are where my interests and expertise lie. 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

Client Success Manager

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

  • Currently managing the adoption of 8 accounts, 3 of which are enterprise-level: Netflix, Disney, and Levi Strauss
  • Conducting 2-3 live end-user coaching/training sessions per week, with up to 20+ attendees at a time
  • Acting as VoC through product discovery sessions based on high-priority customer feedback
  • Focusing on standardizing all processes for the Customer Success department through template building, best practices, and shared learnings through scalable documentation

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

šŸ›  Skills

šŸ’» Professional Skills

Technical Skills

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

Tracking/Scheduling

Salesforce, Notion, JIRA/Trello/Asana, Confluence, Sharepoint, Microsoft Office

Other Skills

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

Certifications

Certified Associate Project Manager (CAPM), Brainstation Product Management Certification, Designlab UX Academy Foundations, Pre-Script L1 (Upcoming coaching certification)

šŸ—£ 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
  • 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