Carbon6

My team builds the systems, processes, team, and infrastructure that keep Carbon6 running. 

Every day at Carbon6 I’m thinking about data, metrics, tooling, revenue operations, marketing operations, project management, processes that scale, HR, and recruiting.

I nerd out on details, efficiency, and continuous improvement.

VP, Operations

Shopify

I work on 10xing entrepreneurs through our merchant success programs at Shopify.
I lead our global merchant success enablement, service design, and merchant experience functions.
Together we support our regional merchant success teams with the foundations they need to access new levels of impact on our merchants.

Senior Lead, Global Merchant Experience (Customer Success)

As the head of Specialist Programs at Shopify, I'm working on building an ecosystem of internal product experts and resources to support merchants with access to the right strategic expertise when they need it.

Global Merchant Success Lead

Retail Merchant Success Lead

Top Hat

Director of Customer Success

Own the customer process integration of new Publisher partners to ensure the successful integration of the companies with Top Hat's existing processes. This includes development of new processes for end-to-end customer relationship management and managing a small team team dedicated to customer success and implementation for our partners.

Partnering with product, marketing, finance, and revenue operations teams to lead key initiatives and cross-functional projects to improve effectiveness of revenue teams and/or improve customer experience

Develop and measure short and long-term objectives, leading indicators, key results, and success metrics
Communicate/present clearly and concisely to all levels of the organization

Ensure the perspectives of the customers and the revenue teams are represented on cross-functional initiatives and that key decisions are made with the best interests of both the business and the customer in mind

Senior Manager, Change Management

Winner of the Top Hat Radical Candour Award for FY19.

-Support internal transition of Customer Success and Sales organizations to a combined Revenue Organization with new org structure top to bottom
-Contribute to role design for our customer success teams
-Develop and operationalize new internal system to measure customer maturity, working alongside the Data Science team
Managing a team that owned the following projects:
-Roll out and manage completion of a new internal certification program across 150 employees in 4 months
-Rebuild internal product training for the organization from scratch around self-paced interactive modules
-Relaunch internal Cross-Functional Product Aligned Teams that bring together members from across the Sales and Customer Success Organization with Product Managers to surface proactive and reactive feedback on product strategy and improvements

Senior Manager, Customer Success & Enablement

Named Top Hat Company MVP for FY18.

Managing a team of 3 team leads and 25 Client Training Specialists responsible for onboarding and actualization of a pipeline of over 3000 new clients annually
Role design and iteration, including design and delivery of all team KPIs
Designing and managing training and onboarding of new Client Training employees
Project management of Customer Success and Cross Functional initiatives
Leading a culture committee for the full Customer Success organization
Design and delivery of management training series for new managers across the Customer Success organization

Manager, Customer Onboarding

Named Customer Success MVP FY17.

Building a new team within the company and developing strategy and process from the ground up
Developing and guiding the customer journey of both digital textbook users and authors from initial sale to first use of product
Writing internal as well as customer-facing product and process training documents, including determining documentation required
Liaising with our sales and content development departments to ensure a seamless experience for each client
Managing a team of client onboarding specialists in their day-to-day activities and focuses
Responsible for team's overall client pipeline health including all NO Is
Facilitating weekly one-on-one "pipeline reviews" with each team membee
 Closely monitoring metrics and actioning areas of concern immediately through coaching and direction of team focus
Directly supported team hiring, training, and professional development of my team
Met main team target goals every term for a year

Team Lead, Customer Onboarding

Managing a pipeline of approximately 1000 clients in a quota-driven role
Client relationship management and driving revenue through client satisfaction and recommendations 
Ensure the successful implementation of the Top Hat product at client Universities, Colleges and classrooms
Helping devise renewal strategies and incentive programs for clients
Liaising between clients and in-house support
Heavy daily use of Salesforce including report-building and occasional data-loading 
Liaising between marketing, sales, and high value clients to gather referrals and testimonials

Account Manager

Training new clients to use our product one-on-one on the phone in a fast-paced paced but service-focused environment
Balancing a high volume of eight trainings daily with heavy use of CRM and high email volume
Managing a pipeline of over 250 clients from the point of initial sale through their first use of the product with students
Managing the transition of the relationship to our Account Management team
Troubleshooting client queries and providing solutions for unique use-cases
Liaising between clients and in-house technical support
Helping drive strategy and build internal training documentation
Providing training to new team members

Client Onboarding Specialist

Target

Acting as highest level leader for a store, reporting to district team leader
Leading a fast, fun, and friendly store team of four executive team leaders, ten team leaders, and a hundred team members in guest service, process execution, and filling the floor
Setting high standards for a strong guest, team, and sales culture
Ensuring store alignment with district and company priorities, including new process rollouts
Maintaining guest survey scores and basket size consistently in top 10% of the company
Promoting team culture in the store through an open door environment and regular formal and informal feedback sessions

Store Team Leader

Worked as an extension of the store operations team in various markets to elevate process execution and ensure company-wide consistency
Trained store teams, both one-on-one and in groups, and followed up on operational processes and improvement in key metrics
Assisted priority stores in creating action plans for improvement and drove accountability to deadlines and metrics
Invited to share experience at Canada-wide district team leader meeting
Regular partnership with store and district leadership to ensure seamless communication and priority alignment
Participated in upwards feedback within Store Operations and was identified as a key partner to provide input on many new launches and initiatives

Executive Field Specialist

Led and developed a team of three team leaders and thirty team members (salesfloor, operator, fitting room, signing, and pricing teams) to drive profitable sales performance and continuous improvement in the store; reporting to store team leader
Ensured store processes were executed to company standards
Owned scheduling and talent management for my team
Opened one of the stores from the first cycle opening in Canada (March 2013)
Acted as leader on duty, managing full-store resources and addressing guest concerns
Oversaw product transitions, flyer signing prep and setup, pricing throughout the store (promotional, competitive, and clearance), and all signing throughout the store
Selected as district top performer and outperformed group by 1.93% in apparel and accessories sales mix and by 2.41% in apparel and accessories sales margin in 2013

Executive Team Leader - Softlines

Queen's University

Teaching assistant for The History of Literature in English.
Marking papers, attending lectures, and holding office hours for consultation by students

Teaching Assistant

University of Toronto Office of Student Life

Spearheaded the development of campus-wide environmental initiative, Promise to Future Generations
Updated students about environmental events as Sustainability Network Facilitator
Co-facilitated numerous leadership-oriented workshops, including:
o	Communication and Conflict Resolution Skills
o	Develop Your Leadership Portfolio
o	Perspectives on Interpersonal Communication
o	Reflection for Action
o	Diversity and Inclusivity
o	Working Styles

Special Projects Assistant

Worked on a large-scale new environmental initiative on campus, The Promise to Future Generations
Organized meetings and coordinating networks of staff and students while developing facilitation skills
Kept a comprehensive online workspace up-to-date
Wrote a technical specifications document for a website envisioned for The Promise
Member of a hiring committee to select a candidate for the Student Life Coordinator position

Sustainability Peer Facilitator

Woodsworth College Residence

Planned and implemented residence projects including community service and publications
Largest recruiter of volunteers for CCP’s annual Alternative Reading Week (recruited 47 out of 200 total)
Acted as a liaison, promoting events, creating publications, and taking in this novel position

Special Projects and Events Assistant

VP Ops @Carbon6 - sharing on #leadership, #careeradvice, and #womenintech

I love getting creative with business solutions that put customers first, and my other passions include leadership development, watching women thrive at work, and thinking about the intersection of personal growth and professional success. I'm always open to connect with likeminded people!

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