Resumé

Here is a summary of my education, skills, paid and non-paid experience.

:-)

Skills

Languages

  • Fluent comprehension of advanced English.

  • Working comprehension of intermediate French. 

  • Currently learning beginner level Japanese, Korean, and Python.

Software

  • Experienced in all Microsoft Office, G Suite, iWork, and Adobe software.

  • Familiar with Canva, Capcut, Chainalysis, ChatGPT, Davinci Resolve, Figma, Hubspot, JIRA, ReadyMag, Salesforce, Slack, Squarespace, Zendesk, and SQL environments.

  • Comfortable with social platforms such as Youtube, Instagram, TikTok, Facebook, LinkedIn, Aren.a, Tumblr, Vimeo, Pinterest, Discord, Bandcamp, and Soundcloud.

Education

OCAD University

Bachelor of Design

  • Majored in Illustration.

  • Completed courses in Printmaking, Graphic Design, Advertising, and Social Studies.

Work Experience

Freelance Design Work

  • Client Description:
    Multimedia Arts Collective

    Ongoing Work:
    Arts Collective and Band Management, Website, Social Media, Digital and Analogue Photography, Video and Video Editing, E-commerce.

    View Website
    View Instagram

    [Work Page Coming Soon!]

  • Client Description:

    Productivity and Lifestyle brand with 8,000 followers on Instagram.

    Completed and Ongoing Work:

    Creative Consultation, Digital Assets.

    [Work Page Coming Soon!]

  • Client Description:

    Lifestyle influencer with 20,000+ followers across Instagram and Tik Tok.

    Ongoing Work:

    Creative Consultation.

  • Client Description:

    Automotive Dealership.

    Completed Work:

    Brand Identity, Print, and Digital Assets.

    [ Work Page Coming Soon!]

  • Client Description:

    Cryptocurrency, Esports, NFT personality and Yield Guild Games Executive

    Completed and Ongoing Work:

    Illustrations, Animated GIFS, Emoticons.

    [Work Page Coming Soon!]

Localcoin

Bilingual Customer Service Representative | Full-time - Toronto, Canada - Hybrid | 2024

  • Maintained a CSAT and QA above 95% throughout multi-channel bilingual user support for service in Canada and Australia.

  • Corresponded with self-reported and suspected victims of fraud in both English and French which accounted for 40%+ tickets.

  • Collaborated on department knowledge management and process documentation, along with the creation, translation, and updating of Help Desk articles, and the support macros.

  • Consulted on French language matters for other departments including Marketing, Product, and Sales.

Customer Service Representative | Full-time - Toronto, Canada - Hybrid | 2023

  • Conducted data analysis of user information, transaction history, wallet exposure, and adverse media searches for received Transaction Monitoring alerts, escalating to STR reporting when applicable.

  • Fielded both inbound and outbound inquiries with fraud victims, collecting and recording Enhanced Due Diligence, and escalating incidents when appropriate.

  • Maintained a CSAT and QA above 92.5% throughout multi-channel bilingual user support for service in Canada and Australia.

  • Assisted users with the Know Your Customer process for user identity verification and in certain incidents of fraud.

  • Collaborated on department knowledge management and process documentation, along with the creation, translation, and updating of Help Desk articles, and the support macros.

Dotto-One

Head of Customer Experience | Full-time - Toronto, Canada - Hybrid | 2020 - 2022

  • Directed projects to improve customer engagement and experience via email and telephone campaigns, surveys, and website features.

  • Collaborated with internal departments and external creative contractors to deliver high quality touch points to customers and prospects. Most notably a set of animated educational videos.

  • Handled customer facing technical support and billing correspondence while maintaining a brand customer rating of 4.9 stars on Google and 5 stars on Facebook.

  • Developed data reporting in Salesforce to analyse team performance, customer accounts, and project impact.

  • Documented and expanded the employee onboarding process. Incorporated software workflows, one-on-one training sessions, and digital resources.

Customer Experience Manager | Full-time - Toronto, Canada - Hybrid | 2019 - 2020

  • Oversaw account organisation across multiple platforms with a customer accounts growth of 55%.

  • Established role KPIs and standardised company customer support best practises and expectations.

  • Facilitated the integration of a call centre by establishing a relationship, providing a decision tree, a database, and scripts that align with the Dotto-One ethos and brand.

Mike Paul Creative Group

Administrative Coordinator | Part-time - Remote | 2021

  • Improved internal communication by increasing frequency of team touch points by deploying a Slack environment.

  • Organised executive schedule and a prioritised task list.

  • Documented the contents of multiple executive meetings.

Aritzia

Senior Stylist | Full-Time - Toronto, Canada - On-site | 2015 - 2019

  • Trained in sales management, team management, and qualifying prospective new hires.

  • Demonstrated flexibility by working and supporting at multiple retail locations and multiple roles.

  • Built and maintained a portfolio of clients through scheduled styling appointments, curated personalised documents and correspondence, and a co-ordinated private in-store experience for a client’s international livestream.

  • Exceeded KPI expectations per season through consistent sales and dedication to company culture.

  • Reviewed collections and market for current styles, colours, textiles, and trends in order to provide high quality service.

Other Experience

Awards

Yield Guild Games Season 1 Global Emoji Competition - Won 3rd Place in Still Picture Category - 2022

Volunteer Work

Canadian Cancer Society - Run for the Cure - Participant, Fundraiser, Team Leader, Team Designer - 2019, 2023

Muskoka Language International - Teaching Assistant - 2018

Coursework

Intuit Bookkeeping Professional Certificate - In Progress

Salesforce - Multiple badges including Data Modeling, Data Management, Project Management with Slack, Slack Workflow Builder, etc

Zendesk - All Administration Training Courses

AML Training - Up to Date