A client-facing customer success professional with financial services experience and a product mindset.
I work with clients at the moments that matter most — complex financial questions, difficult service issues, and decisions that affect whether they stay. My approach is consistent: listen carefully, resolve thoroughly, and follow through.
That approach was built across three areas: financial client support, retention and escalation management, and product management training. It points to one role: Customer Success Manager / Client Experience Manager in fintech or SaaS.
Three areas of experience that converge on one role: customer success.
Goldman Sachs
Support clients with 401(k) plans, including enrollments, contributions, transfers, rollovers, withdrawals, and loans, alongside retirement, FSA, and HSA enquiries. Work requires accuracy, confidentiality, and clear communication on sensitive financial matters.
→Trusted with clients' retirement savings and financial products, handled with care and precision.
Rogers
Handled escalated billing, technical, and service cases, resolving complex issues and retaining high-risk customers. Responsible for de-escalation, root-cause resolution, and clear next steps for the client.
→A track record of resolving difficult conversations and retaining customers at risk of leaving.
University of Toronto — School of Continuing Studies
Training in problem research, option evaluation, and evidence-based decision-making, applied in a full product project. See Settle Buddy below.
→Product perspective alongside client experience: structured problem-solving and analytical decisions.
Product Designer & Builder · Sep 2024 — Mar 2025
Newcomers often struggle to find reliable settlement information and resources in one place. Settle Buddy was designed to address that gap, bringing key resources and next steps together in a single, clear experience.
Settlement resources organised by need, so people can find relevant support without searching across scattered sources.
A dashboard structured around the individual, presenting their situation and next steps in one clear view.
→An example of the product approach in practice: define the problem, decide on evidence, and build a usable solution.
Each skill, and where it was developed.
3–4 times a week after work. A consistent routine outside of work.
Songwriting, alongside a broad interest in music, economics, and psychology.
Experienced and comfortable presenting to groups and leading discussions.
Based in Toronto. Currently considering Customer Success Manager and Client Experience roles in fintech and SaaS. I welcome a conversation about a role where financial client experience, retention, and product thinking are an asset.