Team Leader - Saje Natural Wellness
(2024-01)
Retail Leadership & Guest Experience
- Led daily operations in a fast-paced environment, balancing client needs, team coordination, and real-time workflow adjustments.
- Coached team members on translating product knowledge into clear, user-focused guidance, improving consistency in customer interactions.
- Anticipate and resolve operational challenges, strengthening team communication and adapting to dynamic demands.
- Proactively identified and improved workflow inefficiencies, enhancing team communication and operational flow.
Implementation Specialist - Government of Canada, Public Services and Procurement Canada (PSPC)
(2022-01 - 2023-12)
Public Services and Procurement Canada (PSPC)
- Executed functional and exploratory testing during system rollouts, identifying defects in real time and coordinating with subject-matter experts (SMEs) to achieve effective resolutions.
- Authored Standard Operating Procedures (SOPs) integrated by 2 departments, supporting alignment between cross-functional teams and reinforcing consistency and adherence to structured protocols.
- Mapped workflows and gathered requirements with UX and IT teams, translating complex inputs into actionable documentation.
- Developed reusable Figma templates and onboarding guides, enhancing design workflows.
- Identified procedural bottlenecks and established standards to enhance the speed, consistency, and clarity of high-demand digital task flows.
- Extracted and interpreted usage data in Adobe Analytics in response to subject-matter expert (SME) inquiries, helping clarify platform performance and user behaviour.
Digital Communications Advisor - Government of Canada, Public Services and Procurement Canada (PSPC)
(2021-01 - 2022-12)
Public Services and Procurement Canada (PSPC)
- Specialized in Quality Assessment (QA) checks on internal and external web content for accessibility (WCAG 2.0 Level AA), ensuring validity and compliance under tight deadlines and shifting priorities.
- Updated metadata, page structure, and structured content to ensure consistency.
- Streamlined content intake and approval workflows, reducing publishing delays.
- Advised on digital content strategy and supported team-wide efforts to improve information architecture, content precision, and adherence to Canada.ca and PSPC web standards.
Supervisor - RICOH Canada Inc. (McCarthy Tétrault Account)
(2014-01 - 2020-12)
Print Systems & Technical Operations
- Led development and implementation of revised workflows, monitored performance metrics, and coordinated onboarding initiatives—improving team efficiency; establishing a standard for workflow optimization.
- Managed high-volume intake and triaged urgent and complex requests, routing issues across teams, maintaining ownership through resolution.
- Served as primary training lead, mentoring new hires (including administrative assistants) and translating technical information into clear guides.
- Assisted over 800 client requests annually with 98% service accuracy, applying active listening and de-escalation that reinforced trust and consistency in a deadline-driven and confidential legal environment.
On-Site Services Specialist - RICOH Canada Inc.
(2014-01 - 2014-03)
Print Systems & Technical Operations
- Prioritized service requests and adjusted timelines, managing multiple competing demands.
- Ensured correctness and consistency under pressure by adhering to specifications and company standards.
Web Administrator & Graphic Designer - Wallack's Art Shop & Gallery - Ottawa, ON
(2010-06 - 2013-08)
E-commerce, Content Management, Photography & Print Production
- Maintained and updated a PHP/SQL-based e-commerce website, overseeing content updates and troubleshooting issues.
- Investigated system bugs using error logs and database queries, identifying error root causes, data inconsistencies and page failures.
- Managed structured content, product databases, and digital assets to support consistent, accurate online operations.
