Paul Spry
Toronto,CA
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings 5 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, Customer Experience, and design improvements.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Customer Experience Team Lead
WellnessLiving
Toronto, Ontario
2022 - Current
- Reduced department churn by 50%, creating the lowest churn rate in the history of the department.
- Enhanced cross-functional collaboration by working closely with executive leadership, sales, product management, and technical teams to resolve escalated issues quickly.
- Analyzed existing workflows to identify bottlenecks and areas needing improvement, improving department launch rates month over month.
- Created training materials and provided support to ensure smooth adoption of new processes.
- Reduced employee turnover by fostering a positive work environment that encouraged open communication and personal growth opportunities.
Project Coordinator
WellnessLiving Software
10.2022 - Current
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Provided input and feedback on departmental initiatives, directives and strategies to contribute to project success.
Voice of the Customer
Faire Wholesale
Kitchener, ON
10.2019 - 05.2022
- Successful VoC for the launch of major features such as Inventory Tracking, Editing orders and the Order Writing.
- Success Product launch which Improved company GMV by 5%±
- Onboarded and educated the CX team (80+ members) with internal and customer facing- documentations.
- Maximized customer feedback by working closely with the Product team to create UX improvements throughout the order fulfillment process.
- Maintained 95% CSAT on all incoming support tickets and had 0% churn rate on all escalated cases.
UX Designer
Red Trait Ventures
Toronto, ON
07.2017 - 04.2018
- Monitored emerging UX design trends and practices for useful techniques and cutting-edge developments suitable for integration into future projects.
- Participated in design review meetings to brainstorm new UX developments through collaborative thinking.
- Performed manual testing on UX design elements and complete UX designs, authoring feedback reports for use in future updates.
- Applied both qualitative and quantitative analysis techniques to continuously improve end-user experiences.
Education
Bachelor’s of Cognitive Science (B.Cog.Sc) - Cognitive Science
Carleton University
Ottawa, ON 09.2013 - 04.2016
No Degree - Interactive Media Management
Sheridan College Institute of Technology And Advanced Learning
Oakville, ON 05.2001 -
Skills
Salesforce
Zendesk, Zoho CRM/Desk
Sketch, Invision, Figma
JIRA
Schedule Management
Product development
Timeline
Customer Experience Team Lead
WellnessLiving
2022 - Current
Project Coordinator
WellnessLiving Software
10.2022 - Current
Voice of the Customer
Faire Wholesale
10.2019 - 05.2022
UX Designer
Red Trait Ventures
07.2017 - 04.2018
Bachelor’s of Cognitive Science (B.Cog.Sc) - Cognitive Science
Carleton University
09.2013 - 04.2016
No Degree - Interactive Media Management
Sheridan College Institute of Technology And Advanced Learning
05.2001 -