I'm a systems-level thinker with a background in building automations and no-code/low-code systems. My career has mirrored my approach to the way I work: research, build, collaborate, internalize. I leverage technology to automate away redundancy with the hopes of spending more time on what matters. In my spare time, I dig for rare records online, design websites, and spend a little too much time on Twitch.

<aside> 📧 [email protected] (514) 516 — 6237

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Experience

**Apollo Scooters** ($29M Revenue FY2021) Operations Consultant → Chief Operating Officer ****March 2021—Present

• Restructured Customer Experience department resulting in a CSAT increase from 76% to 93% while lowering response times from 20 hours to 3 hours
• Oversaw overhaul of supply chain practices to standardize Unique Product Code and SKU nomenclature, to reach 100% On-Line Availability of all key products, and to establish stronger demand and supply forecast planning
• Expanded 3PL distribution partner network to reduce fulfillment and delivery times by 61% and 34% respectively
• Launched a network of 50 Apollo certified mechanics and a repair service centre to reduce servicing times by eliminating inbound and outbound shipping and delivery (est. 10 days)
• Implemented a lite-ERP to streamline entire operations landscape (manufacturing, purchasing, logistics, warehousing, fulfillment, and inventory management)
• Built supply chain, logistics, and internal operations departments from a team of 5 to a distributed team of 27 employees
• Implemented knowledge base software, reducing ramp-up time, and outsourcing 65% of Customer Experience department overseas for a salary cost-savings of 55% per FTE
• Built a fully integrated Airtable database to manage repairs and servicing, complete with payment handling, customer and agent notifications, and reporting dashboards, reducing repair turnaround time from 10 to 2 days
• Developed and maintained 50+ automations to gain leverage across all operations (marketing, CX, logistics, servicing, and warehousing) by automating routine tasks and processes
• Established a culture of documentation and knowledge management (from senior management down to ICs) maintaining a wiki trust score of 97% and reducing new hire ramp up times by 2 weeks
• Supported team growth from 9 FTE to 38 FTE and 16 PTE through standardized hiring practices and a focus on diversity (61% of new hires coming from diverse backgrounds)
• Set up a custom CRM with automated workflows to support B2B sales team in closing 15M in sales (+100% YoY)

Alcove (formerly, Nuage Stays) Operations Manager → Chief Operating Officer April 2018 — December 2021

• Scaled hospitality start-up renting luxury lofts with a focus on group travel to 110 rental locations, generating $9.5M over the span of 3 years