# Experience ## Calix — Senior Community Manager *Jan 2026 – Present · Guelph, ON* Promoted to lead strategic scaling of the Calix Community, focused on case deflection, technical self-help architecture, and data operations. - Built a self-service analytics pipeline — extracting Salesforce report data with no existing connector access, cross-referencing it with scraped front-end engagement timestamps, and loading it into a custom SQL database — to bypass multi-month IT request cycles for reporting infrastructure that didn't yet exist - Pivoted the community sentiment engine from a lexicon-based model to a local LLM after the original approach failed under real stress-testing during a company-wide migration event; the rebuilt engine also auto-generates primary and secondary conversation themes - Built a member health-profiling system (in collaboration with team leadership) combining sentiment trends, product entitlements, support-ticket volume, feature-request activity, login frequency, and content engagement — used to identify members showing early signs of disengagement or dissatisfaction for proactive outreach - Used LLMs to retitle years of historical community content for searchability, and to prepare it for ingestion into a retrieval-augmented (RAG) community AI agent - Built a real-time community monitoring feed with automated alerts, AI-generated summaries, and sentiment scoring — giving the team faster visibility during high-volume periods than existing reporting tools allowed - Automated the monthly member newsletter end-to-end using the custom database, reducing what had been a manual multi-hour task to a few clicks ## Calix — Community Manager *Jun 2024 – Dec 2025 · Guelph, ON* Owned day-to-day operations and growth strategy for a global community of broadband professionals. - Increased community solution rate from 14% to ~40% month-over-month via a "Best Answer" framework and solution-author recognition - Introduced the organization's first automated sentiment tracking (VADER-based), later evolved into a custom model for accuracy in a technical, sarcasm-prone community - Reduced median time-to-first-reply from several hours to 21 minutes using custom Python analysis of community timestamps - Built "Trevor's Top Pick Tuesdays," a weekly engagement ritual generating consistent high-value discussion - Acted as a bridge between members and Product on feature-removal conversations, ensuring member feedback shaped the roadmap ## Shopify — Community Project Coordinator & Moderator *Jun 2021 – Jun 2024 · Kitchener, ON* - Built a Trust & Safety tool analyzing 2.6M+ IP addresses, reducing platform spam by 30%+ through automated daily cross-checks - Managed Khoros Care platform operations for 100+ internal stakeholders, maintaining 99%+ uptime through high-volume commercial events (BFCM, etc.) - Applied NVC frameworks to mediate high-friction merchant disputes; owned the incident response playbook for platform outages - Led multilingual content strategy across 9 languages for the Shopify Community Blog ## Shopify — Social Media Support & Advisor *Aug 2016 – Jun 2021 · Victoria, BC / Kitchener, ON* - Represented the Shopify brand on high-visibility public channels during high-stress incidents, in coordination with Legal, PR, and Incident Response - Delivered multi-channel technical coaching to merchants, maintaining top-tier CSAT across a high-volume global support queue --- *Full resume available on request. See [[Skills]] for tools and certifications.*