Senior Customer Success Associate at Moselle (2024-10 – Present)
Led strategic customer experience initiatives and cross functional projects to improve product adoption, reduce support burden, and scale customer success operations.
- Reduced active support tickets by 40% (through documentation expansion (15 to 40+ Gitbook pages), self-serve onboarding flows, and process consolidation.
- Implemented Pylon CRM tracking 15-30 customer tickets weekly across the team, improving coordination and enabling quick ticket closures.
- Led end-to-end integration and API standardization projects, creating comprehensive documentation and technical guidance that enabled customers to independently build and manage integrations.
- Validated 30+ workflow features (forecast, production plan, supply chain, order types, channel segmentation) from staging to production, providing detailed feedback that informed roadmap decisions.
- Designed and implemented centralized admin dashboard consolidating 10+ workflows (unified retool dashboards, integrated parse email functionality, channel segment sections) into a single interface, reducing customer friction and enabling faster triaging of data sync and integration issues.
Customer Success Associate at Moselle (2021-10 – 2024-10)
Served as the primary contact for customers, driving adoption, and retention while improving app efficiency and reducing support escalations.
- Managed relationships with 20+ high-value customers, ensuring successful adoption and retention through strategic onboarding, ongoing support, and product feedback.
- Led onboarding processes and implementation projects, including data migration, workflow configuration, AI forecasting setup, and product training – reducing implementation time from 7-8 weeks to 4 weeks through self-serve process design.
- Standardized onboarding and API configuration processes by creating playbooks and guides in Gitbook, reducing manual support requests and enabling the team to scale customer enablement.
- Built lifecycle email, and in-app messaging campaigns (Knock & Sendgrid) that increased trial-to-paid conversion and reduced churn risk by 20%
- Acted as primary contact for customer check-ins and training sessions, gathering qualitative feedback and translating customer pain points into product improvement proposals for engineering and product team
Supply Chain Coordinator at Good Neighbour (2019-04 – 2021-09)
Overseeing and managing inventory, maintenance and administration of a retail start-up and maintaining excellent relationships with vendors and suppliers to maximize efficiency and build new opportunities.
- Managed 70+ relationships and contracts with freight-forwarding companies, Canadian, American, and European vendors.
- Planned and expanded new back-stock and office areas to maximize stock space by 25%, and a work area to accommodate new staff and brand showcases.
- Coordinated purchase orders, contract negotiations, and deliveries while maintaining accurate inventory tracking and operations planning.
Inventory Manager at Peace Collective (2018-03 – 2019-03)
Oversee day-to-day operations at both start-up retail Ossington and Union locations, by monitoring inventory levels to maximize efficiency, demonstrating organizational planning of shipment and reception of products.
- Created, optimized and executed 6 new milkshake beverages for Peace Treats summer menu that were featured on McDonald's McCafé and Reebok customer experience events in-store.
- Standardized efficient cycle counts, planogram, and improved stock space for daily received merchandise at both locations.
- Strategized monthly influential marketing social media projects such as promos, product photoshoots, specialty milkshake releases, and contests for Peace Treats summer menu.
