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.

🧑🏽‍💻 Work Experience

Customer Success Manager

• 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

• 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

QA Analyst

• 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

• 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

• 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

• 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

• 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

Tracking/Scheduling

Other Skills

Certifications

Languages

English 🇨🇦

French 🇫🇷

Farsi 🇮🇷

📅 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)

📚 Education

Bachelors of Honours Economics & Business

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