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TL;DR: Patty is a storyteller, event producer and overall tech generalist with over a decade experience in audience and team growth, culture building,  and digital transformation.

PROFESSIONAL EXPERIENCE

SHOPIFY INC. (Remote, Canada) October 2021 - present  
SR. ASSOCIATE, INTERNAL COMMS

  • Delivering strategic content -- from planning, drafting, editing and shipping -- across various teams, and audiences. 
  • Building multi-modal storytelling elements (written, video, audio)
  • Part-time digital archivist and team AI expert.

SENIOR PROGRAM & TEAM OPERATIONS SPECIALIST, TALENT/LEGAL

  • In my role as Senior Program & Team Ops Specialist within Talent & Legal, my focus was live event production,  knowledge management and process improvement. This means I created engaging content for Talent’s live digital gatherings, reimagine and craft Legal’s internal library content for improved discoverability, and elevate Team Operations by creating upskilling opportunities for our crafters in the areas of automation, AI and productivity.

PROJECT ANALYST & OPERATIONAL EXCELLENCE SENIOR ASSOCIATE for EMPLOYEE EXPERIENCE PMO

  • My time at Shopify has allowed me to showcase the following specialties and special interests: communication and project launch planning, using generative AI for productivity & automations, program operationalization, knowledge management strategy and content development, video & live event production & community building strategies.

Impact to date:

  • Increased engagement for Talent Town Halls through consistency, elevated content and Talent SLT trusting my sometimes harebrained ideas.
  • Continuously led the development and UX/content development of EmEx owned internal pages, including developing content with Internal Comms and the project management team, authoring playbooks that supported a more efficient GSD (Getting Shit Done) process and improving the user experience for our internal LLM.
  • Launched new synchronous and async activations with EmEx Engage (social committee) which included Connection Events, Lunch and Learn series, and the Peer mentoring pilot to grow the EmEx team’s sense of belonging.
  • Led onboarding planning and learning sessions for Mobility, Acceleration and Engagement teams.
  • Delivered fulsome project leadership, research, and strategic context around programs like the Gathering Tool, PerkEx, Partner Ports Program, Homesites, and Bursting 2.0 from inception to delivery.
  • For EmEx’s formation in 2021, led the launch of 14 integration projects with EmEx directors and helped establish the newly formed Employee Experience team’s connection, sense of belonging and alignment across the board.

TOURISM CALGARY (Calgary, AB) August 2019 - October 2021  
MANAGER, DIGITAL & SOCIAL MEDIA OPERATIONS

  • I managed Tourism Calgary’s digital content delivery platforms and a three-person digital team, with a focus on improving digital workflows and internal team processes, enhancing conversion and user experience, maximizing social media engagement & community, and supporting the organization’s various digital goals. 
  • I led the strategic development and execution of new digital offerings in support of Calgary partners and the local tourism industry (i.e. local savings pass, consumer email program) and grew the relationships between Tourism Calgary and external stakeholders (agency partners, tourism organizations, social media influencers) through large collaborative projects.

Impact:

  • Increased visitcalgary.com’s local user traffic by 40% in 2020 by streamlining the user experience and focusing on new content for our organic local audience.
  • Launched and grew consumer email program to 11,000 subscribers within the first 3 months.
  • Saved the Marketing Team >$100,000 in digital and technical costs by streamlining the organization’s martech stack through automation and more efficient project management workflows.

BANFF & LAKE LOUISE TOURISM - BLLT (Banff, AB) May 2018 – August 2019
DIGITAL MARKETING MANAGER 

  • I developed an e-commerce engine for more efficient daily park pass purchases and grew the park pass program by 25% 3 months after launch.
  • I developed a digital marketing strategy and roadmap for 2019-2020 prioritizing SEO improvements, personalization, and better mobile experience for visitors, with the goal of improving organic traffic y/y and return visits.

Impact:

  • Exceeded BLLT’s Park Pass sales commission goal by 17% in 2018 through improved e-commerce UX and SEO optimization, and working closely with digital agency and developers.
  • Park Pass sales up by 46% in the first 2 weeks of June 2019 through improved purchase path and better mobile experience.

 

HARLEQUIN ENTERPRISES (Toronto, ON) 2011-2018
SENIOR CUSTOMER EXPERIENCE MANAGER  – 2017 - 2018
MANAGER, E-COMMERCE OPERATIONS – 2015 - 2017
ASSISTANT MANAGER, E-COMMERCE OPERATIONS – 2011 - 2014

  • I managed the Harlequin.com E-commerce and UX teams with a focus on increasing sales and improving CX through KPI tracking, qualitative surveys and A/B testing.
  • Not a part of my actual role but I spent 5 years as a volunteer blog writer and occasional proofreader for the Harlequin and (now defunct) carinapress.com blogs. Some of the content is still live, even after all this time.
  • Spent 4 years in the Carina Press volunteer slush reader pool and back cover copy group to support the editorial team in signing new writers to the imprint.
  • I created and implemented the Harlequin.com three-year improvement roadmap containing strategic levers to grow revenue, increase customer satisfaction and directly generate leads to improve visit-to-order conversion.
  • I was the project lead and scrum master for web and app development projects and platform improvements, working closely with both IT and business teams to test, launch and iterate improvements to various Harlequin digital properties.

Impact:

  • As Senior Manager, Customer Experience, led revenue growth for the Harlequin.com platform to over $3 million dollars, a 33% growth within 3 years of managing the platform
  • As Manager, E-Commerce Operations, led UX and development teams as project lead and scrum master to launch a Harlequin.com platform upgrade and responsive redesign in just over a year

EDUCATION

  • 2020 MASTER OF ARTS IN PROFESSIONAL COMMUNICATION, Royal Roads University, Victoria, BC 

RECENT PROFESSIONAL DEVELOPMENT CERTIFICATIONS

  • STRATEGIC LEADERSHIP CERTIFICATION (Section School) - ongoing 2024
  • A.I./LLM MINI-MBA (Section School) - May 2024