MY EXPERIENCE
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SKILLS
Usability Testing
Information Architecture
User Research
Interviews
Rapid Prototyping
Sketch
InVision
Adobe XD
Principle
G Suite
User Personas
Customer Journey Maps
Wireframes
UX writing
Detailed Task Flows
UX RESEARCHER
Loomo
Responsive Website
August 2019
+ Review current user experience of online presence for a branding agency
+ Comparative study of over 70 competing agencies, user interviews & initial gut tests
+ Development of user personas and comprehensive user goals as a foundation for contrast to the current design
+ Analysis of Google Analytics including bounce rates, demographics & exit points
+ Site maps & user flows with a focus on storytelling & guiding user journeys
UX DESIGNER
FrontFundr
Responsive Website
July 2019
+ Streamlined new investor onboarding process for an equity-based crowdfunding platform to reduce drop off rate
+ Information architecture and user flows
+ Adhered to government regulations alongside operations & marketing teams
+ Re-designed existing layout with a new structure to provide space for educational & informative content
UX DESIGNER
Terra-Mars
Responsive Website
May 2019
+ In-depth domain research to define business & user goals and drive design decisions
+ Developed low & medium fidelity mockups to communicate user flows & organization of content
+ Design team coordinator and client liaison
+ Presentation of designs to stakeholders and development team
+ Worked with development team expressing the vision and functionality of user interactions
UX DESIGNER
+ Led UX research team for crowd sourced bicycle parking
+ Paper prototypes and medium fidelity wireframes for user testing and iteration
+ Scrum master - managed project timelines with Gantt charts and Trello
+ Coordinated with the app development team during handoff to ship
Bike Locker
Mobile App
April 2019

TOUR GUIDE SUPERVISOR
Discover Canada Tours
+ Logistics Supervisor
+ Departures Coordinator
July 2017 – Present
Vancouver, BC
+ Supervised, scheduled and provided support for over 40 tour guides and drivers
+ On call for 24/7 for staff and passenger emergencies with a focus on creative thinking and problem solving
+ Orchestrated bus departures, crowd control, and passenger check in while
maintaining high level of customer service
+ Identified opportunities to increase operational efficiencies and guest experience
by monitoring and actioning feedback and guide reports
+ Developed standard operating procedures for all aspects of the operations team
+ Oversaw hiring, training, and onboarding of new tour guides and drivers
+ Organized events and parties to develop team cohesion and dynamics
+ Demonstrated commitment to ensuring company and partner suppliers policies
and procedures were being adhered to
+ Logistical management for coach bookings, ferry reservations, itineraries and passenger lists

CUSTOMER SERVICE
Herschel Supply Co.
March 2017 – May 2017 (Three month contract)
Vancouver, BC
+ Without a script, answered incoming customer calls, emails & live chat regarding warranty claims, billing issues, product specifications, and general client questions
+ Updated customer & product information database during and after each call
+ Initiated product team demonstrations to provide for knowledge for entire team
+ Led cross-functional team to develop and implement global customer satisfaction survey executing net promoter score & direct client relationships
+ Learned & integrated SalesForce Desk, LiveChat, Shopify, Elastic Path, Excel, & Survey Monkey

TOUR LEADER
TopDeck Travel
April 2014 – October 2016
Europe
+ Managed tours, ranging from three to thirty six days, through over 25 countries
+ Consistently exceeded passenger expectations by going above and beyond, achieving a Grade A feedback level and repeat bookings
+ Delivered the “trip of a lifetime” for several hundred passengers from different cultures, personalities, language backgrounds, and ages
+ Effectively communicated between suppliers, passengers, on-road crews, and head office to ensure smooth operations
+ Quickly able to manage crisis' and problem solve unforeseen circumstances, such as injuries or emergencies
+ Successfully managed accounts of several thousand euro, adhering to a budget
+ Learnt and relayed information on each destination in interesting and creative ways
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TOUR LEADER
PEAK / AmeriCan Adventure Travel
April 2013 - October 2014
North America
+ Planned and organized the day to day operations of tours across North America
+ Varied specifics for tours of a variety of brands including Intrepid Travel, Trek America,
Grand American Adventures, and more
+ Drove passengers for the duration of tour while being responsible for all aspects of safety, ranging from bear safety to the daily maintenance of the vehicle
+ Independently led tour groups for up to one month
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BRAND AMBASSADOR
Vibrant Ideation and Marketing
May 2012 – April 2013
Victoria & Vancouver, BC
+ Became the spokesperson for selected brands and products
+ Built key relationships with stores and managers in multiple locations, and offered product knowledge and samples to target consumers
+ Promoted brands by seizing every opportunity to engage consumers and connect them to the brand or product experience

ROAD TEAM MANAGER
LiveDifferent
August 2010 – June 2011
Hamilton, ON
+ Managed and provided leadership for a national motivational team
+ Liaised with educational professionals to coordinate team’s extensive tour schedule
+ Orchestrated three hundred performances without missing a single booking
despite bus breakdowns and equipment failures
+ Spearheaded public speaking engagements and social justice workshops for
over to over 50,000 students and staff
+ Demonstrated effective conflict management and workload management skills
+ Supervised the set-up and tear down of complex audio-visual systems
+ Drove tour buses across the country and performed safety checks on vehicles
and equipment
EDUCATION
User Experience (UX) Design Diploma
RED Academy
June 2019
Project based applied learning focused on:
+ Human-Centric design thinking
+ Research methods + usability testing
+ Prototypes using Sketch & InVision
Bachelor of Arts
Youth Leadership at Summit Pacific College
Summa Cum Laude: GPA: 4.1 on a 4.3 scale