Head of Sales & Customer Success at FoodDocs (2025-09 – Present)
Managed North American accounts from onboarding to expansion and retention, led sales operations, and drove customer success initiatives.
- Managed 120+ North American accounts, from onboarding to expansion and retention.
- Booked and led sales calls with inbound leads; assessed needs, ran product demos, and gathered feature requests.
- Created and presented tailored subscription pricing to close deals and drive revenue growth.
- Led onboarding and drove product adoption to secure health customers.
- Identified and closed upsell opportunities to expand account value and gather revenue.
- Built strong client relationships through proactive check-ins and success planning.
- Monitored account health metrics to reduce churn and increase engagement.
- Acted as the primary point of contact for all accounts, managing ongoing customer needs through the support chat.
- Collaborated with the CEO and COO to resolve issues, improve the product management, workflow, issues management and reporting.
- Delivered tailored solutions based on customer workflows and compliance requirements.
Customer Success Manager at Katana MRP (2022-07 – 2025-04)
Managed 300+ customer accounts contributing to $210K+ in monthly recurring revenue, conducting daily consultations and driving product adoption.
- Managed 300+ customer accounts, including Advanced and Professional tiers, contributing to $210K+ in monthly recurring revenue (MRR).
- Identified opportunities to improve customer engagement, reduce churn, and drive account growth through proactive support and education.
- Conducted daily virtual consultations to assist clients with product usage, resolve issues, and ensure successful onboarding and adoption.
- Collaborated with internal teams—including Support, Product, Marketing, and Engineering—to communicate customer needs and contribute to service improvements.
- Daily meetings with customers to increase product usage, reduce churn, and expand account values by $3K–$7K/month.
- Managed billing tasks including subscription adjustments, failed payment resolutions, and account upgrades/downgrades.
- Worked with clients to uncover system adoption opportunities and expand account value, contributing to MRR growth.
Customer Success Manager at EShipper (2021-09 – 2022-07)
Managed relationships with key clients including Whirlpool Corporation and Primed Medical Products, overseeing high-value accounts and significant order volumes.
- Managed relationships with key clients, ensuring timely execution of deliverables and a high level of service.
- Oversaw 10+ high-value accounts, including Whirlpool Corporation and Primed Medical Products.
- Managed 250+ orders daily and 50K+ SKUs across multiple client catalogs.
- Handled $150K+ in daily B2B/B2C order volume using NetSuite, Shopify, and Amazon platforms.
- Supported supply chain activities such as inventory planning, order fulfillment, and vendor coordination across multiple locations.
- Responsible for invoice management, stock cycle counts, and cross-functional operations with fulfillment and logistics teams.
Growth and Retention Specialist at Give & Go Inc. (2019-10 – 2021-09)
Managed logistics and fulfillment for major retailers, ensuring 100% on-time delivery and processing high-volume sales orders.
- Managed logistics and fulfillment for 100+ SKUs daily across major retailers like Walmart, Costco, Target, and Kroger.
- Ensured 100% on-time delivery by overseeing carrier tracking and logistics coordination.
- Processed and invoiced 250+ weekly sales orders valued at $50K–$250K using NAVISION and SPS Commerce.
- Forecasted purchasing to ensure stock availability, to reduce excess stock and to anticipate shortages.
- Compared seasonal data to track client ordering trends and on workflow improvements in QBRs.
- Conducted meetings with clients to present new products and drive adoption into the existing order pipeline.
Order Control Supervisor at Gate Gourmet Canada (2017-01 – 2019-08)
Supervised a team of 6 order control associates responsible for flight carrier data entry and logistics coordination for 10 international airlines.
- Supervised a team of 6 order control associates responsible for entering flight carrier data into Salesforce, ensuring accuracy across logistics for 10 international airlines.
- Reviewed and analyzed 150+ flight orders per shift using Excel, coordinating with 30+ international teams to verify correct passenger counts and meal allocations, achieving a 99% data accuracy rate.
- Communicated real-time logistics updates—including flight changes and meal adjustments—to 5 global stations, minimizing operational errors and ensuring meal-destination alignment.
- Managed last-minute changes and special accommodations by accurately updating passenger and meal data, maintaining 100% compliance with flight logistics requirements.
- Led daily oversight of 6 team members to resolve errors swiftly, utilizing clear communication and solution-oriented leadership to maintain workflow efficiency and accuracy.
Intake Associate at Brampton Multicultural Center (2013-05 – 2016-09)
Provided personalized support to 500+ ESL clients with personal and professional needs including website navigation, form completion, and immigration-related assistance.
- Provided personalized support to clients with personal and professional needs, including website navigation, form completion, and English language assistance (spelling, comprehension, and communication).
- Conducted intake interviews and delivered ongoing support for 500+ clients, all of whom spoke English as a second language (ESL).
- Maintained and optimized client file organization; updated internal database systems to improve data accessibility and efficiency.
- Guided new Canadian residents through essential application processes, including citizenship, Social Insurance Number (SIN), health card registration, and Ontario tax benefits.
- Designed ESL teaching materials using HotPotatoes™ software, including interactive worksheets and educational handouts.
- Delivered individualized assistance for clients on temporary housing options, shelter services, and foundational resume building.
- Created and presented educational workshops on essential life skills such as mobile phone usage, bill payment, and credit-building, using Microsoft PowerPoint and Prezi.
- Spearheaded a successful fundraising initiative that provided 125 mobile phones to Canadian newcomers lacking access to communication tools.
