james burns

Worked closely with the Canadian branch of MTV, with an emphasis on social and viral media marketing.

Performed research and data analysis for the largest international study of congenital adrenal hyperplasia variant, focusing on molecular modeling and structural bioinformatics for the purposes of diagnostics, drug discovery and development. Helped establish novel protein model allowing for insight into the structural impact of genetic variants compiled through clinical experimentation, building towards a strategy for fetal diagnosis/treatment.

As Head of Customer Services, trained, collaborated with and managed a team of customer service representatives overseeing an international customer base. Personally oversaw enterprise client onboarding and relations, producing and presenting team training seminars to key clients. As Head of Insights & Analysis team, trained, managed, and researched alongside team of digital analysts to produce enterprise-scale client facing reporting from proprietary data. Worked alongside data teams to streamline product and perform QA-focused diagnosis, reporting, and feature testing. Co-admin company-wide CRM, client base, and billing infrastructure systems.

Engage with customers focused on user experience, retention, product quality assurance and client onboarding. Write, produce and manage training materials, multimedia walkthroughs and product knowledge bases.