Experience Innovation Consulting

Consultant specializing in digital transformation and change management, helping leaders of large enterprises and government organizations solve complex problems by focusing on the people element of systems, processes, and people triangle.

Consultant

Avenue Living Communities

Led the Continuous Improvement - Innovation Squad. Team responsibilities included: Innovation, Continous Improvement, Change Management and staff enablement.

Director

☑  I Led the teams responsible for improving the resident and employee experience. Multimillion-dollar solutions implemented and led the design of predictive models and market segmentation to increase conversions.

☑  In support of digital transformation, reduced waste, automated key business processes, and implemented the resident and employee experience vision and roadmap, including leading the customer service, field operations, and resident experience teams in integrating new technology.

☑  My role as a Program Manager involves facilitating discovery, design, strategy, and implementation sessions and working with stakeholders and executives to maintain product & strategic vision alignment.

☑ Developed and implemented a change management program using the Lean Change Management methodology. Co-led the research, design, and updates of the employee experience to provide clear role definitions, career progression and market-appropriate pay bands.

☑  Product Owner in a cross-functional delivery team responsible for implementing vendor products for resident portal and resident leasing applications - Yuhu, using an Agile delivery model.

☑  Led the development of an organizational 2-year roadmap and led cross-functional teams — responsible for the ALC resident and employee experience programs, increasing resident occupancy and revenues exponentially. 

☑ Defined and automated business processes and led the integration of several technology solutions — Improved business responsiveness through process optimization and automation following a lean approach to removing waste across the organizational ecosystem.

☑ Led implementation of agile framework and processes for Marketing and Continuous Improvement teams.

Program Manager

Avenue Living Asset Management

☑ I Lead a team of Marketing Operations professionals to manage multiple martech platforms for B2C & B2B orientated stakeholders. Our responsibilities include the management & operations of the organizational Martech Solutions - including performance optimization, platform development and maintenance, reporting development and dashboard implementation. 

☑ Leading the automation efforts for lead reporting, forecasting & generation efforts to help the organization identify, forecast, and report on KPIs, including - Customer-Acquisition-Cost, Cost-Per-Acquisition, Cost-Per-Showing, Cost-Per-Lease, and identify conversion ratios throughout the Buying Journey.

☑ Leading the development of revenue enablement activities and special projects aligned with empowering a rapidly growing organization to measure and report on a revenue pipeline, leveraging live data sources and automation to provide key stakeholders with actionable insights on demand. 

☑ Leading the development & optimization of Marketing & Communications processes for multiple stakeholders using Flowchart process mapping & built-in Miro.

☑ Led the development of automated reporting for KPIs and essential performance metrics using 3rd party data visualization solution, Databox. Scope of effort included gathering requirements & needs from clients, developing custom reporting processes & automation, data visualization, custom metric development, and QA/QC with the clients before approval.

Marketing Operations Manager

☑ Managed multi-million dollar marketing budgets, catapulted lead generation & conversion levels with double-digit improvements for both metrics; pioneered B2B & B2C omnichannel marketing campaigns to promote REIT assets, residential & commercial properties and e-commerce platforms. 

☑ Led the team responsible for designing and implementing digital customer experiences. Utilized service and system design thinking to create a scalable brand and reputation management program used by >50 CEC agents to manage incident responses and escalations via digital channels. Led the implementation of the reputation and brand management product - Reputation.

☑  Led the development of lead forecasting models & ROAS Calculators to help the organization identify, forecast, and report on KPIs, including - Customer-Acquisition-Cost, Cost-Per-Acquisition, Cost-Per-Showing, Cost-Per-Lease, and identify conversion ratios throughout the Buying Journey. In addition, we developed custom reporting for marketing data & analytics using a mid-market SaaS solution. 

☑ Implemented customer experience solutions – Hotjar, SEO solutions – SEMrush, social listening & media monitoring solutions and customer experience management solution – Reputation.

☑ Led the design & optimization of Marketing, Communications, Customer Service, and Growth processes for multiple stakeholders using Flowchart process mapping & built-in Miro.

Digital Strategist

☑ Managed marketing account for 3 Billion AUM multi-family residential housing provider - led the production and delivery of marketing, branding, and lead generation initiatives that enabled double-digit organizational growth across Canadian markets in 2021 - including the successful acquisition of 875 million dollars of new assets in Q2. 

☑ Oversaw a team of 12 personnel responsible for enhancing corporate branding, increasing leads acquisition, improving online presence, content & digital strategy development, managing digital campaigns & content production, including blogs, newsletters & social media campaigns. Additionally, we standardized organizational signage processes & catalogues for ordering. 

☑ Contributed to developing a multi-million dollar marketing budget, including vendor analysis, selection and management responsible for effective and timely PO entry and vendor relationship management within Enterprise ERP - Yardi Voyager.  

☑ Developed and implemented an Agile Marketing framework that closely follows Agile & Scrum development principles for software.

Account Manager

Arc Reactions Inc.

☑ Spearheaded business modernization, and deployment of marketing automation & technology solutions, analyzed requirements, leveraged agile & system design methodologies and developed individualized customer journey and experience maps, sales process flow, revenue tracking and end-to-end fulfillment 
 and customer success solutions.

☑ Implemented client’s automated marketing & CRM systems, monitored leads & business analytics and orchestrated and executed the development of complex reporting dashboards using business intelligence and data visualization solutions. 

☑ Led development & execution of B2C & B2B GTM strategies and experiences for SaaS solutions, Consulting Services, Real Estate, and Packaged Consumer Goods. Responsible for monitoring leads & business analytics, orchestrated and executed marketing campaigns, promoted new product launches and support sales operations.

☑ Contributed to developing & managing a six-figure marketing budget, including vendor analysis, selection and management responsible for effective and timely PO entry and vendor relationship management. 

☑ Led a team of five marketing professionals, including creative, copy, digital, and development team members responsible for crafting and executing B2B, B2C, and DTC branding, websites, marketing strategies and campaigns.

☑ Developed and implemented an Agile Marketing framework following Agile & Scrum development principles for software. Selected, implemented, and trained the organization on Asana using a Scrum Framework.

Growth Manager

Hone Virtual Education Ltd.

☑ Founded and scaled Hone Virtual Education Ltd - Changing how emergency services and Healthcare Professionals learn and prepare for emergencies using immersive learning experiences in Virtual and Augmented Realities.

☑ Developed and owned product vision using Design Thinking to launch VR/AR Training App — Led user research, analyzed requirements, defined product vision and developed individualized user learning experiences. Led the SDLC using an Agile methodology. Custom UX & UI was designed for mobile and desktop applications; the product launched on time and reached number #74 on the medical apps list.

☑ Led the recruitment and management of a cross-functional development team — Led a cross-functional team composed of UX, UI, and HCI experts and software engineers and utilized Design Thinking to develop an independent learning experience to enhance student diagnostic speed & accuracy. 

☑ Managed the development and execution of business brand, marketing, and GTM strategies for a DTC consumer app, operating on a freemium model with a B2B licensing model for educational institution engagement.

☑ Raised Venture Capital and scaled a team of FT software engineers and developers to develop the first augmented reality simulated training experience using 3D Real-Time Objects; launched to the Apple App Store in April of 2019, and achieved #74 on the medical apps.

CEO, Founder

East Central Ambulance Association

Function as a member of 2-member BLS Crew to serve the citizens of Castor, Coronation, Consort AB.Functioning in a unique and rural environment with prolonged transport times, acting as a patient advocate and helping to participate and facilitate community programs. Responsible for providing Heart & Stroke BLS Provider recertification to the service.

Paramedic

Sik Sika Nation Fire Department

Act as a 1st class firefighter to perform fire suppression, medical first response, and rescue activities under the direction of senior officers and firefighters. Contributed to the success of community involvement and awareness projects for all age groups on topics such as fire safety and awareness.

Firefighter

Sik Sika Emergency Medical Services

Work as a member of an ambulance crew to provide the highest level of ALS care for the community of the Sik Sika first Nation. Functioning in a diverse and unique work environment to provide care, act as a patient advocate, and participate in community outreach programs.

VR AR Association

The VR/AR Association (The VRARA) is an international organization designed to foster collaboration between innovative companies and people in the virtual reality and augmented reality ecosystem that accelerates growth, fosters research and education, helps develop industry standards, connects member organizations, and connects member organizations promotes the services of member companies.

Planned and led the successful execution of multiple community engagement events and hosted and participated in public speaking events, including the keynote event for Inventures 2017.

Chapter President

Aeromedical Inc.

Responsible for functioning as a Paramedic as a part of a 2 man BLS/ALS crew working on multiple units to provide BLS/ALS Air & ALS Ground Ambulance services to High Level and the surrounding communities. The remote nature of the location creates a unique and challenging environment to overcome with prolonged, multi-hour transport and extended care of patients past the initial "golden hour" of care.

Flight Paramedic

I am a highly skilled and success-driven Senior Professional with 10+ years of expertise spanning sales, marketing, customer success, user experience design, data analysis, design thinking, service design, business architecture, SaaS implementations, process development and project management. 

Experience leading multi-million-dollar marketing programs, inflating revenues, developing strategic plans, marketing and sales flow & complex business processes. Experience driving business modernization using data, boosting conversion and delivering bottom-line results using customer-centric methodologies.

Demonstrated experience building and leading diverse, high-performing teams with strong interpersonal communication skills. Passionate about empowering my team members to grow and be successful while delivering results that drive organizational growth.

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