Resumé
Here is a summary of my education, skills, paid and non-paid experience.
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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
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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!]
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Client Description:
Productivity and Lifestyle brand with 8,000 followers on Instagram.
Completed and Ongoing Work:
Creative Consultation, Digital Assets.
[Work Page Coming Soon!]
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Client Description:
Lifestyle influencer with 20,000+ followers across Instagram and Tik Tok.
Ongoing Work:
Creative Consultation.
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Client Description:
Automotive Dealership.
Completed Work:
Brand Identity, Print, and Digital Assets.
[ Work Page Coming Soon!]
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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