Head of Onboarding and support

• Jan 2023 - Present

SALES AND SUPPORT OPERATIONS MANAGER

• Mar 2021 - Sep 2022

As a Support and Sales opps manager, I am responsible for leading and managing the Support and Implementation of our motion capture gloves and software, ensuring the world calls customer experience for all our clients and making sure the sales team runs smoothly while performing their BAUs. I was promoted to this role within a span of 3 months from being an implementation manager as the company grew. • Onboard new employees, orientation and outlining responsibilities. • Ongoing professional training and development with regular coaching on team performance and delivery. • Conducting regular 1:1 and producing Personal Development Plan (PDP) for direct reports. • Ensuring support team achieves and delivers agreed SLAs for support tickets. • Training the support team in identifying opportunities for upselling and increasing sales achievements. • Responsible for ensuring the C-SAT score is maintained at 5-star rating and if not, implement required measures for improvement. • Preparing and managing expectations with the team for onsite customer visits. • Produce and precent daily/weekly/monthly reports and analysis for executives and board members on sales, KPIs, performance etc. • Ensure the CRM and ticket management system is running as expected. • Handling internal and external conflicts/escalations in a systematic and methodical manner. • Ensuring the software renewals are loaded in the system and assigned to respective sales representatives contributing to ongoing revenue generation. • Making sure that the sales team can perform their BAUs with no/minimal interruptions. • Forecasting sales revenues and communicate outcomes to all the stakeholders on expectations, shortfalls and room for improvement. • Proactively identifying and mitigating risks. • Exploring avenues for product enhancement and new product development.

Head of Integrations – EDI/3PL

• 2019 - Feb 2021

Summary: As the Head of Integrations, I am responsible for leading and managing the Implementation, Development and Support Teams while ensuring a superior customer experience for all our clients. I have consistently demonstrated a robust, lead-by-example management style while providing strategic direction to 2 Team Leaders and a number of indirect reports. I ensure every team leader has the support needed to drive the success of their team and create a culture of excellence throughout the Integrations business unit. I oversee the integrations and development processes, monitor progress and develop mitigation strategies to ensure the seamless delivery of various projects, on time and within budget. Key Achievements: • Created, developed and implemented comprehensive processes to enable effective management of the end-to-end development and implementation processes. • Proactively analysed and monitored upcoming projects, managed an expansive pipeline and prioritised and co-ordinated resources to ensure we are ready and able to fulfil our client obligations as quickly and efficiently as possible. • Collected and collated historic project activity to enable effective future planning and forecasting, identified trends and developed plans to appropriately meet the ever-changing demand. • Managed SLAs, liaised with clients and established a relationship of trust and transparency to enhance the overall experience for our clients. • Resolved customer escalations, harnessed excellent problem-solving skills and developed my teams’ capabilities to effectively manage and resolve similar issues in the future. • Cultivated and fostered relationships with internal team members, management and customers. • Spearheaded professional development initiatives, provided ongoing coaching and mentoring to young leaders and empowered my team members to excel in their respective roles.

Head of Implementation Team

• Dec 2017 - Dec 2019

Having gained invaluable experience in various roles, I identified a need for an Enterprise Team to support larger customers who required a more bespoke experience. I successfully developed and presented a business case to support the development of an Enterprise Team and was then responsible for creating, leading and managing a team of 5 implementation specialists and account managers. I established a motivated and hard-working team culture and set clear goals for the team. Key Achievements:• Established new processes and procedures to enable the ongoing success of Enterprise teams and ensured a higher level of customer service for enterprise level customers. • Provided coaching, training and mentoring to equip team members with the skills and expertise needed to successfully manage on-site implementations. • Built and configured new tools to enhance the visibility of project movements, improve information accessibility and support the planning and delivery processes. • Co-ordinated and managed travel plans and communicated requirements with administrative staff, clients and management. • Seconded to fulfil a variety on implementation and on-boarding roles in the USA and Australia. • Scheduled and conducted product, soft-skill and customer service training initiatives.

Senior Project Manager/Onboarder

• Feb 2015 - 2017

As a Senior Project Manager, I was responsible for the delivery and management of projects for a cloud-based inventory system operating in Australia, New Zealand, the UK and the USA. I have demonstrated superb communication, leadership and change management skills while planning and delivering various projects, provided sound leadership and guidance to all teams and supported them through all stages of the project. Key Achievements: • Proactively scoped client business requirements and established clear and concise product road maps to bridge the gap between clients and developers. • Managed the delivery and implementation of the CIN7 systems, played a key role in the early planning process and workflow management processes. • Cultivated and fostered robust relationships with internal stakeholders, hardware vendors and all key role players. • Showcased resilience, forward planning and expert problem-solving skills while mitigating project challenges. • Spearheaded staff training, skills development and coaching initiatives, hosted webinars and conducted in-depth, engaging and insightful training seminars. • Supported the Customer Success Manager, provided input on staff performance levels and ensured all objectives were met.

Computer Technician

• Apr 2015 - Jun 2015

Service Coordinator

• Sep 2014 - Mar 2015

Customer Service Specialist

• Feb 2014 - Feb 2015

System Administrator

• 2012 - Nov 2014

Help Desk Support Specialist

• Feb 2011 - Mar 2011

Customer Service Representative

• 2007 - 2010