• Created my own CRM to consolidate the data from 4 different platform - helping me manage 250+ accounts (corresponding to 1K of meetings, emails and phone calls per quarter)

• Attended to the full Sale Cycle, enabling to win 50+ deals in 2024 as of Q2.

• Assisted with company-wide growth by managing client demos, client touch-point and client retention.

• Cleaning and updating company wide knowledge base, affecting 30% of all employees.

• Creating learning documentation (visuals, Q&A and product sheets) - helping to consolidate fractured information across platform.

• Took the lead on bringing clear answers to long standing questions.

• Lead training session for new colleagues - covering over 30 products and modelling client-interaction processes.

• Created mind-map, talk-track, Q&A and wikis to help new teammates gain ease within their role.

• Supported with client demo and training on complex technical features.

• Creating a 14-week professional development curriculum for adult learners.

• Creating corresponding educational material (ie: engaging slides, interactive games, meaningful assessments).

• Consulting with national team members on standardizing our practices.

• Facilitating a weekly Professional Development workshop for our cohort of 50 participants.

• Providing individual career support to participants, with a strong emphasis on resume and cover letter development, LinkedIn profile development, and interview preparation.

• Practicing active listening during 1:1 with participants. in order to provide tailored support.

• Organizing data collection and tracking (ie: presence in daily workshops, notes on communication, assessment feedback).

• Coordinating ongoing Case Management with the rest of the team by monitoring participants and creating action plans when needed.

• Taking leads on 85% of all communication with participants, ensuring 12h response time, and sending a weekly newsletter.

• Researching, booking & scheduling of workshops for the festival.

• Relationship management with workshop leaders.

• Handling of on-site logistic and emergencies.

• Managing 80+ volunteers, from application to team assignments, and overseeing activities at the festival.

• Supporting the stage booking team.

• Creating a CRM for vendors and managing outbound communication.
• Developing a process to deliver discounted tickets for community members in need.

• Responsive, tailored, and caring communication with the organizers of large-scale events (i.e., Adobe MAX, SaaStr, Tableau Conference).

• Tailoring my schedule to clients’ needs with occasional overnight shifts.

• Providing care to attendees and advocating for them with our product team.

• Helping attendees identify powerful topics for knowledge-sharing (expertise-sharing, problem-solving, passion projects) and connecting people (like a knowledge match-maker).

• Facilitating in-person Braindates at Saastr, California, supporting with logistics and acting as an enthusiastic host.

• Handling high volumes of proactive and reactive communication (emails and live chats).

• Hosting webinars to present Braindate to new users.

• Perfecting engagement tactics.

• Assessing efficiency with determined metrics.

•Responding quickly and efficiently to inquiries from any of our 365,000 customers via Intercom (chat) and Aircall (phone).

• Consistently receiving positive feedback from clients (i.e., scoring high on satisfaction KPIs).

• Finding solutions to clients’ problems by navigating our complex database.

• Reporting on Jira and problem-solving bugs with the dev. team.

• Communicating with our partners (Telpay, Galileo, Incom) in order to provide our services.

• Taking initiatives with company-wide committees (DEI and information-management systems)

• Addressing cases of identity fraud with direct action (securing account), informed advice, and ultimately holding space for the emotional baggage of clients.

• Handling all information with the utmost care (multiple security steps)

• De-escalating when facing heightened anger.

• Mastering cash-basis accounting.

• Monthly book reconciliation.

• Creating year-end financial reports.

• Ensuring excellent quality of the books by paying close attention to details.

• Handling a portfolio of 70 Clients.

• On-going communication with clients (heavy use of CRM).

• Consistently excelled in our internal KPIs relating to clients’ satisfaction.

• Mentoring younger associates.

• Creating my own organizational systems.

• Participating in Beta Projects (i.e., a member of the QA team and I explored new dynamics which were later adopted by the company)

• Coordinating activities (i.e, political history, music theory, poetry) and projects (film-making, journal-making, fundraising).

• Understanding and facilitating Nonviolent Communication (need-based) and Agile Management processes (with fast iteration of democratic meetings).

• Providing emotional support to teens in crisis as well as educational support with their self-directed projects.

• Problem-solving associated with opening a non-profit offering a service to minors. For example:

-Piloting through legal jargon.

-Meeting with the organization’s committee, establishing processes and tasks to accomplish.

-Finding an appropriate location and facility.

• Drafting communications with parents and the community.

• Finding, training, and scheduling volunteers.

• Speaking at the “Conference pour L’Éducation Autrement” in 2018 (“Conference for Alternatives in Education”)

• Desiging theatre “units” (series of courses on a certain topic).

• Creating Lesson Plans.

• Adapting to individual emotional and learning needs.

• Assessing students in accordance with government curriculum.

• Implementing the methods and lesson plans shared by the teacher.

• Creating and using my own “Emergency Lesson Plan” when needed.

• Fostering engaging and supportive environments.

• Traveling across Montreal Island on short notice.

• Re-writing a version of Charlie and the Chocolate Factory based on an analysis of students’ needs.

• Using plays as tools for teaching French as a second language.

• Organizing multi-media, decoration, and programs.

• Celebrated and directed the delightful performances of the students.