Functional Skills
Business Development
Customer Relationship Management
Digital Transformation
Innovation Management
Operations Management
Product Data Management
Artificial Intelligence
Business Continuity
Change Management / Org Design
Customer Analytics
Customer Experience
Customer Segmentation
Customer Service
Operational Efficiency
Voice of the Customer
Software Skills
Adobe Lightroom
Adobe Photoshop
Adobe Premier Pro
Figma
PowerBI
Salesforce
ServiceNow
Smartsheet
SQL Server
Hubspot
Certifications
ITILIT Infrastructure Library Certified
MCSEMicrosoft Certified Systems Engineer
Sector Experience
Business Services
Social & Public Sector
Technology
Languages
English
Mandarin
Fortune 500
Top Consulting Firms
Experience
York University School of continuing studies
Customer Service
Course Instructor & Advisory Council Member, Customer Success
1/2023 - Present
• Co-designed and authored the Customer Success course from a concept, one of the first programs available focused on SaaS customer lifecycle management.
• Deliver online instruction, workshops, and group discussions on topics including value realization, ARR/NRR, CLV, CSAT/NPS, churn analysis, customer journey mapping, storytelling with data, customer success plans, renewal strategies, advocacy programs, QBR/EBR, segmentation strategies, and feedback loop.
• Guide career-ready professionals through practical assignments and frameworks for customer engagement and retention strategies.
• Deliver online instruction, workshops, and group discussions on topics including value realization, ARR/NRR, CLV, CSAT/NPS, churn analysis, customer journey mapping, storytelling with data, customer success plans, renewal strategies, advocacy programs, QBR/EBR, segmentation strategies, and feedback loop.
• Guide career-ready professionals through practical assignments and frameworks for customer engagement and retention strategies.
Achēv
Corporate Strategy & Development
Senior Vice President, Client Services
8/2023 - 5/2025
• Responsible for Services, Business Development, and Product Management, led 400+ staff with a $40M budget across 8 offices, delivering an integrated experience to over 100k clients annually.
• Launched omnichannel Customer 360 with customer journey through data and integration, elevating CSAT from 70 to 83, and boosting NPS to +40 in one year.
• Developed a segmented B2B engagement framework for 4,000 employer clients, aligning employer services with value delivery.
• Chaired AI Governance Committee and established organization's AI Framework and policy.
• Launched omnichannel Customer 360 with customer journey through data and integration, elevating CSAT from 70 to 83, and boosting NPS to +40 in one year.
• Developed a segmented B2B engagement framework for 4,000 employer clients, aligning employer services with value delivery.
• Chaired AI Governance Committee and established organization's AI Framework and policy.
VidCruiter
Corporate Strategy & Development
Vice President, Client Success
1/2022 - 1/2023
• Led post-implementation cross-functional operations and client experience, including Customer Success, Optimization Services, Global Support, and Renewals.
• Built and scaled CS team from 4 to 25 globally across Canada, the Philippines, and Australia.
• Implemented segment-specific strategies (high-touch and digital touch) such as playbooks, at-risk registry, and health dashboards, reduced churn by 21
● and improved ARR by 15%.
• Built and scaled CS team from 4 to 25 globally across Canada, the Philippines, and Australia.
• Implemented segment-specific strategies (high-touch and digital touch) such as playbooks, at-risk registry, and health dashboards, reduced churn by 21
● and improved ARR by 15%.
Dayforce Ceridian
Customer Service
Sr. Director, Customer Success & TAM
1/2017 - 1/2022
● Key member of the team during Ceridian’s 2018 IPO, supporting the company’s transformation from $675M to a $1.25B SaaS leader by 2022.
● Implemented and scaled a new service model in Customer Success from 4 to 37 professionals across NA and EMEA.
● Increased service revenue by 50% YoY, and elevated customer advocacy to 62% through strategic lifecycle and stakeholder engagement programs.
● Refined Customer Success operations, boosting NPS to 77, and improving service margin by 7%.
● Implemented and scaled a new service model in Customer Success from 4 to 37 professionals across NA and EMEA.
● Increased service revenue by 50% YoY, and elevated customer advocacy to 62% through strategic lifecycle and stakeholder engagement programs.
● Refined Customer Success operations, boosting NPS to 77, and improving service margin by 7%.
Dayforce Ceridian
Operations
Director, Enterprise Customer Support
1/2013 - 1/2017
• Key member of the team during Ceridian's 2018 IPO, supporting the company's transformation from $675M to a $1.25B SaaS leader by 2022.
• Implemented and scaled a new service model in Customer Success from 4 to 37 professionals across NA and EMEA.
• Increased service revenue by 50% YoY, and elevated customer advocacy to 62% through strategic lifecycle and stakeholder engagement programs.
• Refined Customer Success operations, boosting NPS to 77, and improving service margin by 7%.
● 🕰 Earlier Roles
• Implemented and scaled a new service model in Customer Success from 4 to 37 professionals across NA and EMEA.
• Increased service revenue by 50% YoY, and elevated customer advocacy to 62% through strategic lifecycle and stakeholder engagement programs.
• Refined Customer Success operations, boosting NPS to 77, and improving service margin by 7%.
● 🕰 Earlier Roles
IBM
Operations
Senior Manager, Cloud Risk Analytics
1/2010 - 1/2013
Responsible for the Algorithmics financial risk platform Support and services across North America and EMEA.
Dyadem (IHS)
Customer Service
Manager, Application Support
1/2007 - 1/2010
Built and scaled support services and operations.
Infor
Operations
Manager, Support Operations
1/2003 - 1/2007
Support services and operations.