Why you should hire me
Things I got paid to do
NiceJob Inc.
Customer Success Manager March 2019 – Present
- Key Metrics: Total Active Companies, Churn
- 70% increase in MRR and active companies through 2019
- Built a new Customer Success team from solo
- Eliminated associate turnover in Success Department – 0%
- Trained company-wide staff on product – Resident Product Expert
- Implemented on-boarding courses for new associates
- Implemented new guidelines and procedures to increase efficiency
- Planned and executed quarterly KPI strategies
- Attended trade shows
- Created Help articles
- Responsible for creating and updating automated messaging campaigns to users – Onboarding, Engagement, Upsell
- Net MRR Churn Av 1.06% Mar 2019-Feb 2020
- Migrated User Base to new App platform
- Approve Credits and Refunds when prudent
- Introduced Churn data tracking
- Performed in Video content
- Total Subscribers +81% - 2019
Customer Success Specialist December 2018 – February 2019
- Onboarding
- Sales Calls
- Support
- Upsell
- Engage users on Social Media
Pan Pacific Hotel Vancouver
Pacific Club Manager October 2015 – November 2018
- Lead and managed all aspects of the Pacific Club department:
- 75 rooms and lounge; check-in/out, concierge and food & beverage
- Scored highest guest satisfaction of any department in 2016/2017
- Transitioned through extensive renovations and expansion by 66%
- Coordinated and executed events to showcase new product
- Interviewed, hired, trained and reviewed new associates
- Forecasted occupancies and labour: monthly and weekly
- Scheduled based on business flow in accordance with budget
- Conducted quotes and completed purchase orders
- Implemented new guidelines and procedures to increase efficiency
- Accommodated, greeted and checked rooms for VIP guests
Duty Manager April 2014 – September 2015
- Oversaw all hotel operations
- Provided leadership and support to all members of Front Office
- Resolved concerns & special requests, exceeding guest expectations
- Supported staff in all departments with any unforeseen complications
- Managed inventory and revenue through up-selling
Georgian Court Hotel
Duty Manager April 2010 – March 2014
Reservation Manager April 2013 – July 2013
Earls Restaurant
Closing Coach August 2007 – December 2009
Things I paid to do
Vancouver Community College
Bachelor of Arts, Hospitality Management, 2010
Culinary Arts Certificate, 2005
Tech Stack Experience
Programming Languages Known
- HTML(Beginner)
- CSS(Beginner)
- Python(Comimg Soon!)
App Experience
- Intercom
- Hubspot
- Stripe
- ChartMogul
- PartnersStack
- TalkDesk
- Calendly
- Slack
- Workplace
- Asana
- Github
- Twilio
- Zapier
- BreezyHR
- GSuite
- MS Office
- Opera