Aide is a small ML startup trying to fully automate the resolution of support tickets for e-commerce and SaaS businesses. Their product uses email tagging, resurfacing information, and workflow optimization to improve the efficiency of CS agents and increase customer satisfaction.

Managed CRM pipeline and conducted user feedback on the product specs and functionality

Prepared memo, pitch deck, and other materials used during fundraising and pitched to VCs and Angel Investors

Worked as a PM defining the product’s specs, the company’s roadmap, and managing the team

Helped launch and market UTU.ONE from 700 to 300K users: a DAO-based social media app that leverages communities and tokenized economies to create new sources of income

Expanded the marketing team and worked on acquisition and retention initiatives including PPC campaigns, in-app events, shipping new features, and UI optimizations

Worked with the C-Suite and HR department to plan and prep for the release of the 2.0 version of the App and on executing a company reorganization

Managed a team of 12 people responsible for managing social media accounts, website layout and copywriting, blog and Help Center

Conducted User Research, focus groups, and created engagement and acquisition reports using SQL and GSheets

Sourced and Managed YouTube, Tik Tok and Instagram influencers to market the app bringing thousands of users to the app.

Secured 45K from web3 grants and government subsidies to push for the development of the app and hire co-op students

In charge of de-escalating company-wide situations involving disagreements, delays on projects, and cross-department conflicts

Increased CSAT and NPS handling 750 customer interactions and orders in Shopify, Shiphero, Front and Intercom per month

Created CS workflows, reports, email templates and shipping triggers in Front and Shopify

Cleaned orders backlog and resurrected 150 customers that had been churned for over 18 months

Worked with the fulfillment and operation departments to optimize order shipments, consolidate inventory and minimize delays

Conducted influencer research, and drafted communication strategies for the Q4 2021 “Bitcoin Edition” campaign

Managed SJU social media accounts for a full term, increased followers by 44%

Audited SJU Social Media Accounts, defined strategy and built a social media tracker from scratch

Hosted Weekly Instagram Livestreams, built the SJU virtual space for 2 major events, and created 16 videos, documents and other materials for recruitment purposes

This was my first job in Canada, I became really good friends with the owners and with all our regular customers and went from having two short and supervised shifts a week to being in charge of the store and cafe every day during the night shift.

Medieval research lab concerned with historical weather and natural environment located at the University of Waterloo

This was a short-lived internship due to COVID-19. I worked on admin tasks, spreadsheets, outreach, and brainstorming sessions

I was granted a research opportunity for an archaeological excavation at the Herstmonceux Castle in the UK. I was also asked to speak at the DRAGEN Lab debut ceremony. Sadly, both events were cancelled due to the pandemic

Average Grade: 96.95

I left after 4 semesters because a civil war broke out in my country and all universities were closed.