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Experience

Where I've been and what I've been up to.

Resume

The same roles on one page, ready to read, print or download.

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  1. Oct 2026 – Present

    Operations Quality Assurance Lead

    TickPick

    • Own first response on product and process issues across operations. Monitor live support volume and agent channels, separate user error from systemic defects, and escalate by severity, pulling engineering and leadership into urgent incidents and filing the rest as reproducible bug reports.
    • Track each issue against live ticket volume until the fix holds, and keep frontline teams current on known issues and workarounds.
    • Design SOPs and processes across customer-facing teams, and maintain the operations team's reporting and internal tooling.
    • Traced a cluster of order fulfillment errors to an internal event-mapping rule, then worked with the CTO and VP of Operations to correct the rule and resolve the affected orders.
    • Identified a seller payment discrepancy hidden by a UI bug and traced it to a failed processing job sitting in a dead-letter queue. The stuck batches were reprocessed and the affected sellers paid.
  2. Oct 2023 – Oct 2026

    Operations Team Manager

    Most Innovative 2025

    TickPick

    • Led and handled real-time support for multi-region frontline operations teams, as the escalation point for operational issues across business functions and the team's go-to for internal troubleshooting across tools, hardware and connectivity.
    • Built full-stack internal tools in domains such as process compliance, workforce management and team communications, used day to day by operations management.
    • Built an operations data pipeline with Dagster, Polars and SQLite for performance and workforce management data, powering operations-critical dashboards and reports.
    • Traced a misconfigured survey trigger that left 63,000+ surveys unsent over 8 months, proved it with data, and drove the reconfiguration of the trigger process.
    • Investigated anomalies in survey delivery data, using HMAC-SHA256 hashed emails to keep customer PII out of the analysis, then automated a daily anomaly check posted to Slack.
    • Took part in UAT for the company's internal admin platform and identified multiple workflow risks, including order concurrency race conditions, and proposed a WebSocket-based implementation for safe handling through a live-updating action history and active-viewer indicators.
  3. Jul 2023 – Oct 2023

    Customer Care Specialist

    TickPick

  4. Feb 2023 – Jun 2023

    Customer Care Specialist · Technical Support

    Comcast

  5. Oct 2022 – Feb 2023

    Customer Care Specialist

    Cimpress (Vistaprint, Pens.com)

  6. Dec 2021 – Oct 2022

    Customer Service Representative

    Celebrity Cruises

  7. Jun 2020 – May 2021

    Assistant General Manager

    Fusion Sports Bar & Grill · Scarborough, Tobago

  8. Jul 2019 – Sep 2019

    Executive Administrative Assistant

    Martineau's Transport and Construction Ltd.

  9. Jul 2018 – Sep 2018

    Executive Administrative Assistant

    Martineau's Transport and Construction Ltd.