Jan 2024 – Jul 2025 · 1 yr 6 mos · Remote

• Partnered with 5 GTM teams to transform minimal 1–2 week onboarding outlines into comprehensive, role-specific 4–6 week programs, resulting in structured, scalable onboarding that accelerated new-hire readiness.
• Led new GTM hires through end-to-end onboarding, leveraging feedback surveys and milestone check-ins to continuously improve training effectiveness and drive adoption of critical tech stack across 100% of new team members.
• Designed and implemented structured onboarding workflows that provided seamless access to role-specific resources, creating an exceptionally smooth and informed experience for every new hire.
• Created and maintained living playbooks and dynamic training materials that reflected evolving product and process updates, enabling continuous learning for 100+ employees across GTM functions.
• Managed cross-functional enablement initiatives, such as BDR Cold Call Competitions that boosted employee morale and confidence, and post-acquisition platform migrations that delivered a smooth transition and 100% adoption.
• Collaborated with HR to revamp the ‘Campaign Speedrun’ section of company-wide onboarding, converting video content into interactive step-by-step guides that saved each new hire ~1 hour and improved platform clarity from day one.

Mar 2022 – Jan 2024 · 1 yr 10 mos · Remote

• Partnered with Product on all feature launches to represent customer insights and deliver training, documentation, and communications that equipped the entire Support team to provide user guidance immediately upon release.
• Collaborated with Support, Product, and Engineering to troubleshoot and resolve platform bugs, ensuring faster resolution times and reducing repeat user issues.
• Analyzed customer feedback and feature release data to deliver actionable insights that informed product roadmaps and improved the customer experience.
• Participated in A/B testing, sprints, and QA to proactively identify issues and provide recommendations, helping to reduce post-launch escalations and improve product quality.
• Maintained and enhanced the internal knowledge base (Guru) and Help Desk (Zendesk), streamlining workflows and improving information access for the Support team.
• Supported the Zendesk restructure and Ada chatbot integration, including sandbox testing that ensured a smooth launch during a team-wide reorg.
• Improved visibility of customer feedback by launching a Feature Request data project that increased Ideas Board traffic by 20% and boosted macro usage by 40%.

May 2021 – Mar 2022 · 10 mos · Remote

• Delivered empathetic, timely support by answering user questions and providing product guidance, helping customers maximize value from the Later platform and improve their social media results.
• Efficiently troubleshot and documented product issues and bugs from start to finish
• Co-created and updated API Training Videos, producing clear, accessible resources that enhanced team knowledge and in turn improved the customer experience with API setup
• Represented the Customer Support team in the Onboarding Lite Sprint (Jan 2022), contributing insights to help streamline onboarding workflows for new users

Sep 2020 – Mar 2021 · 6 mos · Surrey, British Columbia, Canada · On-site

• Reporting to the VP of Sales and Marketing I was responsible for supporting both TAG Hardware’s customers (channel partners, distributors, direct customers, end users) and our sales team. With expert knowledge of TAG Hardware’s product portfolio and resources, this varied role is the important bridge between Product, Sales, and Customers. I supported by answering product and purchase order related questions and concerns, facilitating product updates and new product introductions, coordinating trade shows, and facilitating customer product requests. In short, I worked diligently to ensure an exceptional customer experience with the primary goal of building and advancing TAG's customer relationships while simultaneously working on strategic projects to grow sales.
• Go-to cross-functional resource for all departments at TAG with skills & knowledge developed in my previous roles
• Lead and managed the daily work of the Customer Support Specialists and developed Standard Operating Procedure (SOP) documents for the Customer Service processes and workflows
• Created onboarding material and training/educational tools for customers to better their TAG experience and journey
• Identified gaps in ordering patterns and then worked with Sales Team to maximize opportunities
• Logged all customer complaints and concerns in the QMS and coordinated with Operations/Engineering teams to resolve
• Adjudicated any credits/discounts/free samples and oversaw credit approval process
• Coordinated, communicated, and provided training for product updates/introductions to our Sales Team & Customers
• Worked with the Product Manager to develop the required sales tools for our Sales Team who work remotely

Apr 2019 – Sep 2020 · 1 yr 5 mos · Surrey, British Columbia, Canada · On-site

• Provided Level 2 Customer Support by delivering an outstanding customer experience with the primary goal of
• building and advancing TAG’s strong customer relationships
• Tracked and reported on the weekly results of TAG’s Customer Service goals and metrics to develop KPI’s
• Hired, trained, and managed the Customer Service Specialist(s) and provided overflow support when required
• Investigated complex freight issues (damage/shortage/loss) and provided resolution options to customers
• Prepared meticulous international shipping paperwork and managed pick up & delivery logistics
• Worked cross-functionally with the Sales, Warehouse/Production, Engineering, and Marketing teams to meet customer needs

Apr 2017 – Mar 2019 · 1 yr 11 mos · Surrey, British Columbia, Canada · On-site

• Provided Level 1 Customer Support by building and maintaining day to day relationships with customers
• Ensured all purchase orders were processed, reviewed, scheduled, confirmed, and invoiced accurately
• Resolved all order non-conformities and responded to customer questions in a timely manner

Sep 2015 – Jan 2016 · 4 mos

• Co-owner of the 2015 New to Bank Campaign Inbox and the TD Music Access Inbox
• Provided senior management with process improvement input for the New to Bank Campaign Inbox procedures
• Initiated and developed the creation of Training Materials for the Communications Coordinator role
• Owner of the social engagement strategy for the November 2015 Financial Education Campaign
• Developed process documents for the Digital Coupon acquisition campaign
• Initiated my participation and hands-on involvement in the selection and hiring of the future Communications Coordinator

May 2015 – Aug 2015 · 3 mos

• Tracked both weekly and daily LEI reports in Excel for the Fraser Valley District
• Visited branches in the Fraser Valley District to observe and then report on CSR LEI strategies
• Provided OSO TD Tablet training for Sales Advisors attending TD Tablet events
• Assisted the District Vice President and District Manager of Strategy & Sales with various projects

May 2012 – Aug 2014 · 2 yrs 3 mos · Kamloops, British Columbia

• Provided strong customer service through task efficiency and accuracy
• Developed customer relationships by initiating purposeful conversation with clients
• Led the 9149 team in the organization, decoration, and set up of “Connection Days”

Jan 2014 – Apr 2014 · 3 mos · Victoria, British Columbia

• Worked through and produced year end files for corporations, family trusts, and partnerships using Caseware
• Assembled various tax documents (T1’s,T2’s,T3’s,T4’s & T5’s)
• Assisted in an out of province audit for a high profile Field & Company client

Jun 2013 – Feb 2015 · 1 yr 8 mos · Victoria, British Columbia

• Built a valuable and impactful team of 150-200 JDC West volunteers who effectively managed competition logistics and operations
• Active and decisive member of the interview panel responsible for selecting the JDC West 2015 Organizing Committee
• Effectively communicated with 12 Western Canada Business School Captains to oversee and manage the Charity Competition process
• Passionately co-led all volunteers with a positive influence, perseverance, and resilience throughout the logistically demanding case competition weekend