A little bit about me...

My name is Shyle and I'm the Senior Director of Customer Care at Tucows and an Integral Certified Coach at Westend Coaching with a passion for people, growth, and development.

I'm an experienced leader with over 15+ years of demonstrated history of success working in the digital/technical space. I possess knowledge in business planning, people management, customer success, customer support, sales, service delivery, incident response, and project management. I'm focused on positively impacting and inspiring those I work with by creating an environment centred around continuous growth, development, and advocacy. This is accomplished through coaching, mentorship, strategy, operations, performance, and team engagement of both leaders and ICs.

Usually you can find me writing, website developing, and professional development coaching; but for more insight into me, you can visit my Plum or Enneagram Profile.

I'm located in London, ON, Canada.

Linkedin Behance Coaching Blog Resume Contact Me
Certifications & Associations

Pavilion is a private membership for high-growth professionals, providing the support you need to get you where you want to go.

Join Pavilion
Owned Business Experience

- Career Coaching
- Professional Development Coaching

Work Experience

Set the overall vision and strategic plan for the Customer Care organization, focusing on excellence in each of the five areas..

- Encourage strong customer outcomes, service adoption, and engagement, and facilitate an excellent customer experience
- Recruit, develop and lead an impactful team.
- Drive operational practices to track the performance of teams and individuals
- Engage and motivate the team by challenging them, building on their strengths, and aligning their efforts to the mission and goals of the organization.
- Encourage a company-wide customer focus integrating processes, content, and data to/from partner organizations (e g., Marketing, Sales, Product/Engineering, etc.)
- Foster collaboration and co-creation within the Ting team and with our customers
- Address raised client issues with speed and urgency, orchestrating resources across the company as appropriate.
- Evaluate and analyze the departmental work process to spot opportunities to improve workflow and customer experience
- Establish and monitor KPIs based on industry standards and measurements
- Analyze and implement new programs, tools, and resources to better deliver exceptional customer service
- Manage the Customer Care teams to ensure quality customer service is provided on all levels

- Build and lead a global team of 40+ people within Customer Experience, including Customer Success, Customer Support, and Customer Onboarding.
- Create and execute strategies to drive successful solution adoption, customer value, retention and expansion goals ultimately improving Stamped customer lifetime value.
- Develop and drive regularly reporting on customer success and support KPIs that measure performance, product adoption, 95% CSAT, first response time, and resolution time.
- Establish and build relationships with cross-functional teams to enable a go-to-market strategy for internal technology, including driving the adoption and learnings from new product alphas and betas.
- Oversee the global customer success & support budget and headcount, optimizing spend for value and savings.
- Develop, document, and implement the Stamped.io Customer Success & Support playbooks covering best practice tools and processes that improve the customer experience and ensure customer retention.

- Build and lead a high impact merchant facing team of Customer Success Managers and Leads.
- Owns and ensures execution of performance management, impact assessments, people development, and delivery of high-impact outcomes.
- Develop and execute operational excellence and growth strategies for existing merchant partners.
- Coach and motivate the team to set and achieve targets, and manage career growth and performance.
- Work with and coach other leads in Customer Success on different areas of people development.
- Drive positive customer reviews and ratings, through CSAT and NPS, and measure and improve retention.
- Help build an organization that directly contributes to the success of thousands of businesses by working cross-functionally and serving as the liaison between merchant success and other internal teams.
- Work with Talent to source, recruit and identify new team members - interviews, recaps, and salary discussions.
- Work on special projects as Project Manager and Champion within the Customer Success organization to drive efficiency and change management using Shopify’s GSD framework.
- Identify opportunities where I and my team will have maximum impact, and leverages the skillsets of my team members to ensure success of our deliverables.
- Manage complex and unexpected escalations, through tailored solutions and delivery of communications to our biggest merchants.
- Guide the progress of long term initiatives and own my teams’ roadmap, applying their expertise and context to ensure successful delivery of key Commercial objectives.

- Actively work with Shopify Plus’ largest merchants to identify goals, objectives, and barriers to success, as well as collaboratively map out how Shopify Plus can help them grow and develop through scalable value-based touch points.
- Proactively advise merchants to enable them to carve out strategic plans to increase engagement, stickiness with the Shopify platform, and mitigate churn.
- Work on special projects as Project Manager and Champion within the Merchant Success organization to drive efficiency and change management.
- Developing strong relationships with merchants, and helping them with long-term solutions to their biggest roadblocks. Understand their short- and long-term goals, and advise on the best way to achieve them.
- Attend industry events, meetups and trade shows as an exhibitioner, and assist with collateral, signage, and engagement activities. Evaluating results for ROI and using learnings to develop growth opportunities.
- Provide merchants with guidance on best ecommerce practices, knowledge of industry trends, API support, ERP integration assistance, advice on social commerce strategies, insight into analytics and SEO, conduct site audits, and much more.
- Strategic partner in commerce (integrated more in all aspects of their business), and truly help them grow their business, using our Maturity Model.
- Mentor and coach to team members - level up team, and Everwise Program leadership development (through external Mentor for 6 months).

- Owns and ensures execution of performance management, impact assessments, people development, and delivery of high-impact outcomes through direct reports and their teams.
- Lead point of contact for any and all matters specific to high GMV clients (advertising, publishing, digital).
- Build and maintain strong, long-lasting client relationships (managing Writers, Publishers, Editors, and Account Managers with over 100+ accounts).
- Ensure the timely and successful delivery of our technical, and operational solutions according to growth objectives.
- Forecast, analyze, track, and report on KPIs while identifying risks and opportunities.
- Attract and interact with targeted community postings to drive engagement, and generate growth.
- Responsible for social influencer and creator outreach in the French market.
- Strategize, own, and communicate the progress of monthly/quarterly initiatives to internal, and external stakeholders.Identify, consult, triage, communicate, data gather, and challenge for the team to do their best work.
- Sets timelines and goals by asking the right questions to the right people, and ensure that my team has the tools and resources to deliver.
- Proactively identifies areas of focus and risks and removes roadblocks for their team.
- Publish and create original and organic content (text, images, videos, gifs).

- Strategic marketing and communications for both private client and investment sales teams.
- Strategic sales strategy building, while monitoring industry trends, and competitor activities.
- Oversee corporate website (maintain bios, links, news stories, banners), and update content as necessary.
- Oversee implementation of all marketing support, including digital campaigns, roadshows and client events for specific initiatives within the private client and investment channels.
- Manage KPIs, and analyze weekly/monthly sales and gross profit performance results/expenditures vs. budget.
- Write and prepare newsletters, articles, and quarterly communications for website, and client mailings.
- Manage and update content and appearance of the corporate social media channels for both Highstreet’s corporate website and Highstreet’s LinkedIn page (ads, posters, external signage, and radio).

- Creation & coordination of advisor facing literature, training videos, articles, and website content.
- Develop, implement and manage initiative and task plans to ensure strategic business unit goals and objectives are met in the Freedom 55 Financial and Wealth & Estate Planning Group channels.
- Oversee implementation of all marketing support, including campaigns, roadshows and events for specific initiatives within the sales channels.
- Ensure the appropriate channel feedback is provided to business delivery leaders and strategic business units to ensure channel needs are met when developing products, services and support.
- Juggle multiple client priorities and changing deadlines for individual insurance and wealth & estate planning group.

- Schedule and manage the production and delivery of marketing campaigns (strategy, analytics, creative, technical, QA) from inception through completion. Campaigns may consist of direct mail, POP, email, digital, social, SMS, Sweepstakes, and Social Media.
- Prepare press releases & fact sheets on client programs.
- Executes on client strategy as defined by the Account Management Team and the Business Requirements.
- Responsible for the development of client SOWs, working with Account Management.
- Owns and manages program deliverables, campaign plan, and progress reports (% complete, % spend, issues).
- Responsible for monitoring the campaign schedule and deliverables, proactively checking the progress of the work, and reminding team members of their deliverable dates in order to remain on schedule.
- Analyze markets, and recommend improvements (fieldwork, market research, strategy).

 - Contribute to marketing strategy and advertising planning activities, offer ideas and opportunities to support marketing and sales development, and take a leadership role in the development and strategic planning.
- Manage, and make recommendations on, various Marketing initiatives and strategies, including coordination of programs and digital campaigns, budget, timelines, objectives, impact and scope (Blackberry & Days Inn).
- Create Marketing programs, digital campaigns for commercial markets, channel support, online promotions and promotions to various industry segments.
- Works closely with the Sales and DM product teams to develop strategic applications, thought leadership initiatives, offers and pilots which will enable Sales to better position DM to their customers using Pipedrive.
- Build, manage and leverage relationships with key stakeholders, developers, production managers, project teams, product leads, suppliers and corporate communications in order to market products and services and ensure their cooperation and alignment.
- Act as Brand Ambassador and Team Lead for all Blackberry activations in Canada.

 - Coordinating and managing Whirlpool's Digital Footprint, Social Media, Print, Distribution, and Merchandising of marketing material (Catalogues, Brochures, RSA and POP) across the country. 
- Serve on a team supporting the development of marketing collateral to ensure campaigns are executed on brand and on budget.
- Manage special projects, which will include partnership with the Merchandising Team to propose effective marketing programs aligned with business goals.
- Perform other related duties as assigned such as sample management for various campaign needs.
- Act as Brand Ambassador and Team Lead for local, national, and international KitchenAid, Brita, Rogers, Scotiabank, RBC, Coca-Cola, Castrol, Sun Life, and Buzzfeed activations and campaigns.


Member of the Board of Directors focused on Marketing and Communications.

I chair fundraising initiative at this school.

I coached U11-U12 girls