Case Studies
Mentoring & Scaling the JSA Program at Shopify
As a mentor and later Team Lead in Shopify’s JSA Pilot Program, I played a key role in training and developing new support advisors—primarily recent graduates and newcomers to Canada....
Mentoring & Scaling the JSA Program at Shopify
As a mentor and later Team Lead in Shopify’s JSA Pilot Program, I played a key role in training and developing new support advisors—primarily recent graduates and newcomers to Canada....
NY Regionalization Project at Shopify
The NY Regionalization Project at Shopify began as an initiative to deliver world-class support to the company’s busiest region. Selected for my top-tier phone skills and intuitive pattern recognition, I...
NY Regionalization Project at Shopify
The NY Regionalization Project at Shopify began as an initiative to deliver world-class support to the company’s busiest region. Selected for my top-tier phone skills and intuitive pattern recognition, I...
Elevating Customer Experience at Starbucks
I spearheaded a 5-star review incentive program at Starbucks to boost regional satisfaction scores, which increased from 3.5 to 4.7. By incentivizing employees with rewards tied to customer feedback, I...
Elevating Customer Experience at Starbucks
I spearheaded a 5-star review incentive program at Starbucks to boost regional satisfaction scores, which increased from 3.5 to 4.7. By incentivizing employees with rewards tied to customer feedback, I...
Noctech. Noctem Praxis.
I’ve Seen It Happen Too Many Times. A startup takes off. The culture is electric. Employees are all-in. Then comes the funding, the hypergrowth, the shift from scrappy to structured....
Noctech. Noctem Praxis.
I’ve Seen It Happen Too Many Times. A startup takes off. The culture is electric. Employees are all-in. Then comes the funding, the hypergrowth, the shift from scrappy to structured....