My Experience

Generate Creative Consulting

Owner and Principal Consultant

After leaving Salesforce, I was ready for a change of pace with my professional career and to focus on working right here in the province and part of the country that I love. That interest is what led me to create my own company, focusing on offering services to Atlantic Canada around creative marketing.

May 2015 – Present

Salesforce.com – Marketing Cloud (formerly Radian6)

As a social media start-up, Radian6 was acquired by the Fortune 500 CRM and cloud computing company Salesforce.com in 2011. The Salesforce Marketing Cloud is a leading social media, social ads and email marketing software. In my time at both Radian6 and Salesforce.com, I had the opportunity to hold a variety of roles. I have gained the experience of working in both start-up and corporate enterprise environments.

September 2009 – May 2015

Manager, Support Operations

I managed customer support initiatives that improved efficiency and overall customer satisfaction.

• Data reporting to provide action oriented analysis
• LiveOps telephone routing
• Team coverage schedules
• Product feature release management and training
• Process change initiatives
• Critical Incident and escalation process management
• Salesforce management

December 2013 – May 2015

Manager, Customer Onboarding & Customer Platform Advisor

Starting as Customer Platform Advisor and later being promoted to Manager, Customer Onboarding, I facilitated the onboarding of all new customers to the Marketing Cloud.

• Designed onboarding program based on customer strategic goals and product use cases
• Created training documentation to accompany onboarding resources
• Lead interactive onboarding sessions with over 1500+ organizations
• Tracked analytics around customer renewals and adoption rates based on involvement in onboarding program
• Worked closely with our Customer for Life organization to ensure all internal teams had a stake in the onboarding path.

April 2012 – March 2014

Community manager & Community Analyst 

 Within our marketing department I started within the role of Community Analyst and was later promoted to the role of Community Manager, including being the team lead for a segment of our online engagement team.

• Tracked all social media metrics for the Radian6 brand and delivered reports to key executives
• Engaged on behalf of the Radian6 brand across all social media channels
• Developed and maintained the product focused editorial blog calendar
• Created content in the form of blog posts, ebooks, slide show presentations and webinars on behalf of the Radian6 brand

May 2010 – April 2012

Social Media Traffic Coordinator, professional services

I worked closely with a key Fortune 100 customer to provide them with social media reports that aligned with their business needs.

• First member of the Radian6 Professional Services team
• Designed initial customer reports
• Developed and Delivered social media playbooks for key customers

September 2009 – April 2010

Norelco Cabinets

Kelowna, B.C.

Norelco Cabinets is a premier custom cabinet design and installation company with the primary customer base within the western Canadian provinces and north western United States. 

Service Coordinator

As service coordinator I worked to ensure any outstanding service required for our customer installations were completed in a timely, efficient manner.

• Organized and scheduled service calls for employees
• Tracked service work and ensured completion
• Maintained records of sales, shop and service errors
• Communicated with customers on a daily basis
• Used Microsoft Outlook Calendar as a daily scheduling tool

July 2008 – May 2009

SWP Industries Inc.

St. Stephen, NB

SWP Industries was a wood, vinyl and aluminum fence & specialty supplier that serviced mainly the North Eastern United States. Throughout my time working with SWP I was able to gain time management skills by working part time remotely while attending university full time.

Assistant to Scheduler and Logistics Manager

Administrative Assistant

Starting as summer employment and continuing to work remotely throughout my university years, I helped with many logistic functions to support the day to day operations of the mill.

• Entered and processed sales and manufacturing orders
• Created trucking load descriptions and assisted in scheduling of shipments
• Simple invoicing
• Preparation of customs documents (including 505, export permits, MLB certificates)
• Prepared customer mail outs, special fence drawings, custom computerized sales catalogue and fillable .pdf order forms

December 2005 – July 2008 (Part-time & Summer Employment)

May 2009 – July 2009

Bachelor of Arts, Double Major English & Theatre

Dalhousie University

2008