Experience

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  Digi canada

  Jul 1997 - Feb 2006

  • Utilized ability to quickly learn and retain technical information to become subject matter expert on complete product line.• Project Manager for technology upgrade for national chain account; supervising six technicians, organized and scheduled deployment, installation and training of weigh/wrap/label systems.• Conducted customer training and designed uniformed training procedures and support materials for customers and Service Technicians across country which reduced service callbacks; increasing customer satisfaction and profits. • Managed trade show participation including booth logistics, technical requirements, marketing, promotions, customer tracking, equipment set-up and administrative tasks. Show less

  • Sales Engineering Co-ordinator

    Sept 2002 - Feb 2006

  • Sales Representative

    Mar 1998 - Sept 2002

  • Marketing and Sales Support

    Jul 1997 - Mar 1998
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  Digi canada

  Jan 2007 - Mar 2009

  • Analyzed, assessed and prioritized customers’ technical issues with hardware/software/wireless communications and networking and liaised between store level and corporate departments, other vendors and Digi support to ensure problems and concerns were communicated and resolved.• Performed in-field and virtual technical service across Canada, created and maintained databases of technical documents.• Developed formalized training curriculum and job aids for all levels of external customers, established and implemented a national train-the-trainer program for technicians, and conducted and measured effectiveness of training sessions for end-users.• Dual role as Senior Sales Representative during most of this period. Show less

  • National Technical Support Specialist

    Feb 2006 - Mar 2009

  • Senior Sales Representative

    Jan 2007 - Feb 2009
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  Katz group canada ltd. / rexall pharma plus

  Sept 2009 - May 2011

  Retail systems training specialist

  • Facilitated national Point-of-Sale software training courses using Principles of Adult Learning. • Developed a rapport with customers resulting in a high level of customer satisfaction with regards to meeting their learning/training needs; measured by trainer evaluation forms and follow up surveys. • Collaborated with Learning Technology colleagues to write and review training curriculum and corresponding lesson plans. • Supported deployment, prep & staging, field technicians and call centre help desk agents as required. Show less

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  Wolters kluwer cch

  Apr 2012 - Aug 2014

  Product management specialist/product manager - complytrack

  • Provided sales support, conduct software demonstrations, develop product literature, and work with marketing to create end-user training guides and conduct webinars. • Collaborated with sales, marketing, and training teams to create and implement product strategies, plans, policies and pricing based on market research conducted to gain understanding of pain points and workflow processes. • Developed and maintain strong relationships with clients to ensure client satisfaction, successful implementation/training, subscription renewals and expansion of services.• Analyzed, tested, documented, implemented and configured software to meet the requirements of clients, in addition provided support to resolve problems and enhance understanding of our software solutions.• Collaborated with development team regarding the effectiveness of software functionality in client environments and provide suggested enhancements to improve product and the client experience. Show less

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  Wolters kluwer

  Nov 2014 - now

  •Participate in client status calls, advisory boards, conduct win/loss interviews and attend conferences to gather feedback and to deepen understanding of market. •Serve as a product expert, create user/buyer personas, detail end user workflows to better deliver solutions that meet client and market needs.•Work closely with Product Management Practice Lead to establish and maintain roadmap of early stage ideas and delivery estimates. Pivoting when necessary to adjust to market performance of products or customer response to functionality.•Collaborate with cross functional team to drive positive and meaningful business growth, and adoption of new offerings.•Contribute to organizational success by sharing subject matter expertise by educating the Account Managers, Professional Service and Support teams when enhancements are delivered, and communicating status of defect resolutions. To facilitate this, created the What’s New Review – a PDF and video walk through of enhancements delivered with each release of 2020. •Assist client support teams with troubleshooting customer issues, provide creative solutions when possible and escalate issues as required.•Use my ability to generate good rapport and foster relationships with Business Analysts, Development, Quality Assurance, and Operation teams to drive the work that needs to be done to meet deadlines and business goals; which attributed to successful deployment of 53 ComplyTrack® releases.•Define detailed product, functional and systems requirements, analyze business needs, create use cases, and validate solutions with client/internal users for product implementation, integrations or other projects. •Conduct usability testing prior to releases, create release notes and update/build help file documentation as well as communicate changes and deployment status to all client facing teams.•Manage enhancement backlog, and work closely with Product Management Lead to prioritize defects and approve sprint goals. Show less

  • Senior Technology Product Manager

    Sept 2020 - now

  • Product Manager - ComplyTrack

    Nov 2014 - Sept 2020