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Pauline Kwok

@paulinekwok

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Customer Success and Project Management professional with data analytics expertise.

Canada

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What I'm looking for

I seek a role that fosters collaboration, innovation, and growth opportunities.

I am a dedicated Customer Success and Project Management professional with a strong background in data analytics. Currently, I work at StackAdapt Inc, where I design and maintain automated reporting dashboards using tools like Tableau and Power BI. My efforts have led to a 30% reduction in manual reporting tasks and improved data accuracy, showcasing my commitment to leveraging technology for operational efficiency.

Throughout my career, I have consistently focused on enhancing customer experiences and driving retention. At Sockrates Worldwide LLC, I acted as the primary point of contact for high-value clients, ensuring clear communication and alignment of expectations. My ability to streamline workflows resulted in a significant increase in client satisfaction. I thrive in collaborative environments, working closely with cross-functional teams to analyze data and inform strategic decisions.

Experience

Work history, roles, and key accomplishments

Current

Reporting Architect

Current

StackAdapt Inc

Aug 2021 - Present (3 years 10 months)

Designed and maintained automated reporting dashboards using Tableau, Power BI, and Thoughtspot. Automated reporting workflows with SQL and Python, enhancing data accuracy and reducing manual effort. Collaborated with teams to analyze product usage data and identify upsell opportunities, contributing to a significant increase in client retention.

Tableau Power BI SQL Python ThoughtSpot Data Analysis Automation Dashboard And Reports AI Tools

Project Manager / Account Manager

Sockrates Worldwide LLC

Aug 2022 - Dec 2023 (1 year 4 months)

Served as the primary contact for high-value clients, ensuring effective communication and project execution. Utilized Asana, Salesforce, and Airtable for project management, resulting in improved customer satisfaction and retention. Conducted quality assurance reviews to maintain high standards in deliverables.

Project Management Asana Salesforce Airtable Client Communication Quality Assurance Customer Satisfaction Budget Management

Customer Success & Marketing Lead

CourierGateway

Jan 2021 - Jul 2021 (6 months)

Led the rebranding efforts of CourierGateway, enhancing partnerships and customer engagement. Developed training materials for the support team and created branding content for various social media platforms, improving the company's online presence.

Customer Success Marketing Branding Training Development Social Media Partner Engagement Content Creation Communication Customer Experience

Rate and Pricing Analyst

Four Seasons Hotels and Resorts

Oct 2018 - Jan 2021 (2 years 3 months)

Implemented rate auditing software across global properties and negotiated contracts with OTAs. Developed automated reports for hotels and presented data findings to drive revenue optimization.

Rate Auditing Contract Negotiation Data Reporting Software Implementation Presentation Skills Data Analysis Stakeholder Engagement Project Management

Reservations Sales Specialist

Four Seasons Hotels and Resorts

May 2016 - Oct 2018 (2 years 5 months)

Assisted in the reservation process for numerous hotels, ensuring high accuracy and customer satisfaction. Recognized for top sales performance and provided support to international properties.

Customer Service Sales Communication Quality Assurance Problem Solving Brand Ambassador High Accuracy

Reservations and Groups Coordinator

InterContinental Toronto Yorkville

Apr 2014 - Apr 2015 (1 year)

Coordinated reservations for corporate clients and maintained client relations. Trained new agents and assisted with OTA commission reports, ensuring accuracy and timely communication.

Reservation Coordination Training Communication Customer Service Reporting Problem Solving

Graphic Communications Coordinator

Dune Kids Inc.

May 2013 - Apr 2014 (11 months)

Analyzed website traffic and customer journey to enhance user experience. Designed digital marketing campaigns, leading to significant growth in product subscribers.