Partner Success Associate
Instacart
Primary contact for 300+ SMB accounts across a $2M+ GMV portfolio. 90% partner retention, a 4% improvement. QBRs led to 50+ store onboardings.
Professional Summary
I’m a customer success professional who builds strong partner relationships and helps businesses get more value from the platforms they use. My experience spans onboarding, account growth, retention, and guiding partners through change.
At Instacart, I supported 300+ business accounts, helping achieve 90% retention and a 4% improvement in partner retention. At Rosie, I led communications and coordination for a 50-account platform migration across a $550,000+ sales-volume portfolio, maintaining partner trust through the transition and retaining every account.
I also build the processes that support customer success. At Instacart, I helped document workflows and develop an internal knowledge base, improving resolution times and helping new teammates get up to speed faster.
Experience
Support Administrator
Rosie
Led the migration of 50 retailer accounts with zero churn across $550K+ GMV. 90%+ CSAT on dual B2B and B2C queues in Salesforce, Zendesk, and Jira.
Sales Associate
Freedom Mobile
Consultative selling in a high-traffic retail store, matching customers to plans and devices.
Technical Support Representative
Apple
Resolved 100+ customer inquiries a day across phone and email.
Education
York University
Bachelor of Business and Society, 2024
AI Native Systems
AI Native Systems
01
An AI studio, built as a system.
I designed and built a nine-agent studio with defined roles, deliverables, and approval gates. Shared briefs, project specifications, and persistent memory let agents carry work across sessions without starting from scratch. I structured how information is stored and retrieved to reduce repeated context loading, keeping the system focused on execution and its running costs under control.
02
Multi-agent workflows with built-in quality control.
I build pipelines that turn a single brief into coordinated work across specialist AI agents. Each stage has a clear owner, routing rules, and a defined handoff, with a separate agent checking quality before the work reaches human approval. The result is a repeatable workflow where delegation, review, and accountability are designed into the system.
03
Automation that turns expertise into repeatable execution.
I translate processes that depend on someone’s memory or constant involvement into structured, AI-enabled workflows. I map the decisions, connect the steps, and build in records and checklists that update as work progresses. Routine work moves forward automatically, while ambiguity is routed to a person with the authority to resolve it.
04
Shared knowledge, engineered into the system.
I build structured knowledge systems that give AI agents, clients, and me a shared reference for how work gets done. Briefs, decisions, workflows, and 128 operating rules are organized so each participant can find the context they need without relying on someone else’s memory. By making knowledge accessible and keeping it documented, I reduce information gaps, make handovers easier, and build systems that others can understand, use, and improve.
About me
Outside of work, staying active, looking after myself, and making time for friends are important parts of my life. I take my responsibilities seriously, but I still enjoy going out, having a laugh, and spending an evening without watching the clock.
My weekends are usually a mix of socializing and taking it easy. In the summer, that often means catching up with friends over a BBQ or spending time outdoors. I also enjoy cooking, so a quieter evening might involve making something at home and settling in with a good show.