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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 Architecture Analyst

Current

StackAdapt Inc

Aug 2021 - Present (3 years 11 months)

• Owned end-to-end development of digital marketing performance dashboards (Tableau, ThoughtSpot), enabling real-time KPI tracking data-driven optimizations.
• Spearheaded, built and delivered a comprehensive onboarding and training program during a department expansion from 15 to 45 team members, fostering cross-team alignment and accelerating new hire ramp-up.

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.

Web Analytics Digital Marketing Google Analytics Customer Journey Hootsuite User Experience Growth Strategy

Seasonal Sales Associate

Rogers Communications

Nov 2013 - Feb 2014 (3 months)

Provided exceptional customer service and promoted products to achieve sales targets. Resolved customer issues effectively, ensuring satisfaction.

Customer Service Problem Solving Communication Sales Targets Product Knowledge Teamwork Time Management

Sales Associate

Mobilicity

Feb 2011 - Apr 2012 (1 year 2 months)

Provided customer service and promoted products, achieving sales targets. Analyzed customer needs and resolved issues efficiently.

Customer Service Sales Problem Solving Communication Sales Targets Teamwork Time Management

Education

Degrees, certifications, and relevant coursework

Universidad Isabel I

Master of Business Administration, Business Administration

2023 - 2025

Pursued a Master of Business Administration with a focus on advanced business strategies and leadership. Expected to graduate in June 2025.

Universidad Isabel I

Master in Big Data and Business Intelligence, Big Data and Business Intelligence

2023 - 2025

Grade: 4.0

Focused on data analysis, artificial intelligence, and business intelligence tools including Python, Power BI, and Google Data Studio. Gained expertise in project management and digital transformation strategies.

Universidad Isabel I

Master in Project Management, Project Management

2023 - 2025

Grade: 4

Acquired a Master's degree with an emphasis on agile methodologies, supply chain management, and data management. Developed skills in strategic decision-making.