Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic
Matthew Leonard

Matthew Leonard

St. John's,NL

Summary

Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.


An individual possessing the rare combination of tangible fire-service experience, and SaaS experience in a 1000+ financial crime detection software company.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Customer Success Operations Manager

Nasdaq
04.2023 - Current
  • Work cross-functionally across Product, Training, Support and Customer Success teams to uncover pain points in Customer Journeys.
  • Review usage data and present data insights that inform communication campaigns to drive adoption in various areas of the product.
  • Maintain various channels of customer communication by webinar events, newsletter and blog-style information, and email via a 1-1 or 1-many approach.
  • Meet with internal stakeholders and uncover their customer communication objectives.



Team Lead International Training Team

Firefighters Without Borders
03.2014 - Current
  • Participated in numerous training deployments to developing countries in Central and South America.
  • Operated in a lead capacity for deployments to Venezuela and Colombia.
  • Coordinated with host fire departments to conduct a training-intensive week with theoretical and practical learning opportunities for the candidates.
  • Instructed on the safe use of fire equipment donated from Canadian fire departments.

Senior Firefighter

St John's Regional Fire Department
04.2008 - Current
  • Operate within a team and perform in dynamic environments.
  • Function within a team, ensuring effective communication and shared decision-making risk-monitoring, public safety.
  • Environmental assessment and mitigation.
  • Occupy role as a mental health peer supporter and traumatic incident debrief conductor.
  • Occupied roles within the Fire Fighters Union including the Treasurers role, responsible for all finances for our 200+ member organization.

Learning and Education Specialist

Verafin
04.2022 - 04.2023
  • Created educational content for use by Trainers and Project Managers to deliver to onboarding and existing customers.
  • Created and maintained an self-directed video learning library by using a video editing software platform, creating educational and informative learning content.
  • Conducted a monthly webinar for existing with an average of 500-700 attendees where various new features and improvements of the product are showcased.
  • Created and maintained training guide bundles, where learning resources are housed by product area and users can avail of them and build knowledge in those areas.
  • Created exit quizzes for training bundles, to provide positive feedback to customers who have completed the learning journey.


Contract Educator

Astex
01.2021 - 04.2022
  • Conduct one-on-one adult instruction employing resources provided by the client.
  • Establish rapport and create a comfortable learning experience with new clients engage with adult learners from diverse backgrounds and locations
  • Provide feedback and guidance to both contractor and client in a timely fashion.
  • Maintain a flexible online teaching schedule and ensure connectivity is priority deliver a variety of training material in a respectful and professional manner

Education

Master of Arts - Education

St Francis Xavier University
Antigonish, NS
05.2021

No Degree - Certificate in Fire Service Administration

Dalhousie University
Halifax, NS
09.2020

Bachelor of Arts - Sociology / Psychology

Memorial University of Newfoundland
St John’s, NL
05.2018

Skills

  • Data Analysis

  • Strategic Planning

  • Office 365 Suite of Products

  • Salesforce

  • Camtasia (Video-editing software)

  • Gainsight (CRM software)

  • Pardot (CRM Software)

  • Brightcove (Video hosting platform)

  • Presentation and Instruction

Certification

National Fire Protection Association - Certified Emergency Services Instructor.


Government of Newfoundland - Certified Provincial Post-Secondary Instructor.

Accomplishments


  • 2017 - Rotary Club Firefighter of the Year
  • 2006 - Governor General Unit Citation for combat tour in Kandahar, Afghanistan.
  • 2001 - Top Infantry Solider


Timeline

Customer Success Operations Manager

Nasdaq
04.2023 - Current

Learning and Education Specialist

Verafin
04.2022 - 04.2023

Contract Educator

Astex
01.2021 - 04.2022

Team Lead International Training Team

Firefighters Without Borders
03.2014 - Current

Senior Firefighter

St John's Regional Fire Department
04.2008 - Current

Master of Arts - Education

St Francis Xavier University

No Degree - Certificate in Fire Service Administration

Dalhousie University

Bachelor of Arts - Sociology / Psychology

Memorial University of Newfoundland

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