Gwen Karleen

Gwen Karleen-| https://www.linkedin.com/in/gwenkarleen/ |- | Calgary, AB Profile Detail-oriented and dedicated Customer Success Manager with a proven ability to guide new customers through initial setup and integration, ensuring seamless adoption of products and services. Skilled in cultivating long-term relationships with existing customers, leveraging strong interpersonal and relationship management skills. Demonstrated expertise in utilizing data-driven insights to optimize customer journeys and enhance overall customer experience. Collaborate closely with Sales and Marketing teams to align customer success strategies with business objectives. Actively contribute to the development and execution of comprehensive customer success strategies to drive customer satisfaction, retention, and growth. Education University of Calgary 08/2022 - 08/2023 Master of Management Calgary, Canada • Coursework included business analytics, marketing, supply chain management, business communication, human resources, project management, finance, and accounting. • Several project were completed that involved communication, project management, teamwork, problem-solving skills. Tarumanagara University 08/2017 - 08/2021 Bachelor of Psychology Jakarta, Indonesia • The program covered understanding human behaviour, research and data analysis, communication skills, conflict resolution, problem-solving abilities, organizational behaviour, and ethical considerations. Work Experience Co-Founder JUBICO 12/2024 - Present Calgary, Canada • Build and maintain an e-commerce website to ensure a seamless shopping experience. • Manage customer inquiries and facilitate both small and bulk orders, providing tailored solutions. • Plan and execute marketing campaigns to drive brand awareness and increase sales. • Conduct market research to identify trends, customer preferences, and business opportunities. Customer Success Manager 06/2024 - 01/2025 Kiddo Loom Part-time, Calgary, Canada • Supervised 3 intern students in market research. • Understanding customer’s pain points and challenges. • Cultivating strong, long-term relationships with potential customers and serve as the primary point of contact for their inquiries and issues. • Collaborating closely with the sales, marketing, product, and support teams to ensure a cohesive approach to customer success. • Activately contribute to the development and execution of the overall customer success strategy. Customer Experience Specialist 07/2023 - 12/2023 Neo Financial Calgary, Canada • Communicated with clients to understand their personal and business priorities and advice them on solutions. • Introduced new products and kept clients informed about relevant updates. • Educated customers about their account and the products. • Identified client’s expectation to help the bank to improve current and future service. • Assisted customer on-boarding team in communicating with customers to utilize their new bank account. Finance Student Consultant Flahmingo • Conducted market research of competitors’ revenue model. • Designed and recommended revenue model for CFO. • Automated financial statements & financial projection. 01/2023 - 04/2023 Calgary, Canada Talent Acquisition 10/2021 - 04/2022 PT. Bank ICBC Indonesia Jakarta, Indonesia • Sourced, Interviewed, and Managed candidates’ information for key positions. • Led new hire onboarding program into a structured Relationship Manager Development Program with 3 co-workers. • Designed, developed, and implemented a successful marketing strategy by analyzing competitors’ marketing strategy and identifying customers’ preference. Skills • Web Design • CRM Proficiency • Problem solving • Reporting & analysis • Time management • Active listening • Human resources • Project management • Asana • Amazon connect • Jira • Slack • Zendesk • Zoho • Microsoft excel, word, & powerpoint Volunteer Event Coordinator Global Shapers Calgary 06/2024 - Present Calgary, Canada • Develop, plan, and execute events including volunteer outings, workshops, community outreach activities, and more. • Work closely with other volunteers, staff, and partners to ensure successful event implementation. • Handle all logistical aspects of events, including venue booking, vendor arrangements, equipment rental, and transportation. • Assist in creating marketing materials and promoting events through social media, email campaigns, and community outreach. Certifications & Projects • Website Design 01/2025 I designed website on Wix for E-commerce. Please check the website that I designed. https://www.jubico.co/ • Entreprenurship Program, TIES 09/2023 -11/2023 10-week in-person program covering business fundamental, market research, business plan development, accounting, taxes, sales, and marketing. • CDL Data Analysis A 1-month data analysis project with a PhD student using RStudio software. 06/2023 - 07/2023 • BMO Mentorship 08/2022 - 04/2023 • NIBC Global Investment Banking Competition 2023 11/2023 • MBA Society Case Competition, 4th place 10/2022