Resume
Experience
Sept 2021 - Sept 2023
Customer Success Manager
VTS
Toronto, Canada
- Managed strategic relationships with five key accounts, overseeing their strategic planning, facilitating product and feature enhancements, and delivering valuable insights, metrics, best practices, and resources to optimize customer value.
- Increased overall client portfolio’s app adoption rates by 200% by implementing new features, leading in-person training & brainstorming sessions in order to educate customers and coordinated feature launch events to boost downloads.
- Improved overall engagement levels by 300% within one year by tailoring and executing competitive customer engagement strategies, hosting 20+ discovery sessions with five clients and planning engaging initiatives with end users.
- Surpassed client app adoption target of 30% for my largest client within two months of product launch by running various product launch events, activations and implementing email and print marketing initiatives.
- Participated in events hosting 800+ guests to promote clients' apps and conduct demos while establishing and maintaining productive customer relationships.
- Assisted multiple clients with organizing a total of 10+ events per year, including in-app giveaways, in-app gamification, and tenant appreciation events, facilitating content calendar creation for clients' applications.
- Elevated customer satisfaction scores and team efficiency by 15% and reduced support tickets by 20% by drafting playbooks and scalable resources and collaborating with product marketing and education teams.
Dec 2020 - Sept 2023
Founder
Woofin
Toronto, Canada
- Realized an 800%+ increase in sales within six months of launch by formulating and executing competitive IG content strategy, promotional programs, and email remarketing plans.
- Fostered sales growth by 400% in 4 months by participating in on-site markets to boost brand and product visibility, resulting in a 400% increase in sales.
- Headed discount programs, including 'Instagram Ambassadors' through social media influencers and 'Thank You Cards', realizing 20% of sales from influencers and 5% from 'Thank You Cards'.
- Conducted product research, competitor analysis and in person interviews to gain valuable insights into customer preferences and pain points, leveraging data-driven decisions for product opportunities, website and social media post optimization.
- Designed and created engaging social media content to effectively communicate the brand's visual identity and values through compelling story telling.
Nov 2018 - Sept 2021
Community Lead
WeWork
Montréal, Canada
- Developed member relationships and identified services and events to fulfill member needs, promoting community engagement and resulting in city’s highest NPS scores at 81 points
- Developed ideas and programming for events, hosting on average 4 events per month with
an average attendance of 150+ guests and quarterly events with an average attendance of
450+ guests
- Saved costs by 30% and enhanced service quality in collaboration with local brands to cater events, negotiating contracts and fortifying key partner relationships
- Oversaw event operations, managed project timelines and directed staff in accordance with
allotted budget
Education
Nov 2022-Feb 2023
BrainStation
UX Design Certificate
Toronto, Canada
I'm a certified UX Designer, and I just completed an 10-week immersive UX Design Bootcamp! During the bootcamp, I dived into user research, information architecture, wire framing, prototyping, and interaction design. I successfully completed an app design group project, demonstrating my ability to collaborate effectively and apply UX design principles in real-world scenarios.
2010 - 2014
EHL Hospitality Business School
Bachelor in International Hospitality Management
Lausanne, Switzerland
During my Bachelor of Science at EHL (Ecole hôtelière de Lausanne), I had the opportunity to develop a wide range of skills in hospitality management and business. The curriculum allowed me to strengthen my strategic decision-making, financial analysis, and marketing abilities. Moreover, the program emphasized essential leadership and communication skills, empowering me to excel in team-oriented environments and effectively engage with diverse stakeholders.
Professional skillset
Entrepreneurial Mindset
Problem Solvin
Teamwork & Collaboration
Digital Analytics
Languages
English (native)
French (native)
Spanish (proficient)