EDUCATION & SKILLS
In 2009 I graduated from UCD, Ireland as a Bachelor of Arts achieving a joint major in Philosophy & Geography in 2009.
In 2018, among other courses, I completed General Assembly's course 'Product Management', learning how go through discovery, determine the problems you wish to solve, validate your hypothesis, build an MVP, build a roadmap, run your scrums, define your KPIs & OKRs, develop your customers and release in an agile environment.
Below are some of the additional skills I have acquired through my career
I bring a measured, incremental approach to managing products. First, I define the problems we need to solve, validate my hypothesis (Using tools such as Pentaho and Google Analytics) and then build a road map to get to our desired solution. I use tools like Trello and Asana, as well as stand up meetings and scrums, to coordinate with various stakeholders such as marketing, engineering etc. Finally, I define the KPIs that will determine success and iterate based on the data.
PEOPLE MANAGEMENT
Leadership & effective communication and are skills I have worked on, and demonstrated, throughout my entire career. From roles that involved training and holding the hands of new staff as they joined our team to my current position managing a team of five. I subscribe to the 'Manager Tools' school of management and believe firmly in the trinity of one on ones, feedback & coaching
PROCESS CREATION
Creating and implementing new processes has been a large part of my career. As part of my day to day work I regularly coordinate with cross functional teams to figure out priorities, set targets and then help build the processes necessary to get us there
PRODUCT MANAGEMENT
PROFESSIONAL HISTORY
This is a list of my most recent professional experience. For a more thorough account head on over to my linkedin profile
ACCOUNT SECURITY & LOSS PREVENTION MANAGER, TUCOWS
January 2016 - Present
In 2016, I transitioned from working primarily with one of our brands (Ting) to leading a fraud prevention team for all major brands at Tucows (Ting, Enom, Hover & OpenSRS) while also remaining hands-on with the day to day work as required. Key achievements include
● Implementing an entirely new security system on our Hover brand. This helped reduce chargebacks by 75% within 6 months
● Within two weeks of Tucows purchasing Enom, the joint second largest seller of domains in the world, completely taking over their security and anti-fraud process. Implementing a new third party tool and creating the processes necessary to automate a large portion of their order screening
● Building on the unique systems in place for each brand. This includes building on internal systems as well as implementing third party tools such as Kount, Siftscience & Cybersource tailored for the unique security risks each face
FRAUD PREVENTION & ORDER SPECIALIST, TUCOWS
October 2013 - January 2016
I started off as a Customer Service Representative in late 2013 at Tucows, moving within 6 months to a fraud prevention role for our Ting brand. Ting was a recently launched wireless provider which in this time tripled it’s customer base and went on to be named one of Americas best telecom providers by Consumer Reports. Despite that, during this time I managed to help decrease liability without impacting growth. Key achievements include
● Creating and implementing an entirely new anti-fraud system which saw us reduce our percentage of revenue written off per month by over 50% and virtually eliminated chargebacks on retail purchases
● Working with various departments (Such as Support, PM, Marketing & Dev) to design & implement processes for reducing our liability while also improving customer experience, as an example creating a process for how support should handle requests for payment extensions
● Being the lead investigator for all cases of potential malicious activity. As an example, when our marketing team launched a new refer a friend promotion during Black Friday, I recovered ~$65,000 in credits which came from abuse of the system
● Verifying all purchases of physical goods for fraudulent activity through the use of Cybersource & Kount in conjunction with Vantiv, PuRSE and Amazon Payments, virtually eliminating chargebacks for fraud on physical shipments
CLIENT SERVICE REPRESENTATIVE
July 2012 - October 2013
Medigas provides healthcare equipment to families on behalf of the government. My role was to coordinate between the occupational therapists, our warehouse and the clients. Key achievements include
● Processing hundreds of orders per day. This included coordinating deliveries across three distribution centres in Ontario as well as providing direct support to the healthcare therapists and clients as necessary
● Providing direct, one on one training and support of a new hires within 6 months of starting in the role
If anything here catches your eye and you want to chat let's get in touch
TESTIMONIALS
I've been truly blessed to work with some incredible people throughout my career. Below are a couple of the things my colleagues been nice enough to say about me, for more please check out my linkedin
LET'S CHAT
If you're reading this page, I'd love to hear from you. Please fill out the form to the right, connect with me on social media or contact me by email or phone at...
416 800 9145