Product Manager

• Aug 2023 - Present

Global Team Lead, Technical Support Engineer

• Dec 2021 - Aug 2023

Having transitioned from the Customer team to the Product/Support team as the Global Team Leader, I gained a comprehensive perspective from the customer's point of view as well as insights into the processes of the onboarding, delivery, and product teams. Having worked closely with all these teams in the past, I was able to understand the dynamics and interdependencies between them, with Support serving as a central hub. Managing a high volume of support tickets from over 16,000 businesses across 100 Marketplacers, our small Australian-based team expanded over the years into a global team comprising over 20 members spread across the U.S.A, UK, Philippines, and Australia. As part of my role, I played a key role in expanding the team of 3 Australian-based team members to a robust global team of 20 by implementing strategic measures and identifying opportunities for process improvement within the technical support function. By implementing best practices, streamlining workflows, and optimizing support procedures, we were able to significantly enhance team efficiency and drive customer satisfaction. Through these efforts, we successfully scaled the team to meet the growing demands of the business while ensuring high-quality support delivery. Show less

Platform Specialist

• Jul 2021 - Dec 2021

Customer Success Manager

• Jun 2019 - Jul 2021

I started my career at Marketplacer as a Customer Success Manager, where I was responsible for overseeing the entire customer journey. This included engaging with customers during the pre-sales phase, facilitating their onboarding, ensuring their site was ready for launch, and serving as their primary point of contact after going live. Additionally, I conducted weekly strategic sessions to maintain consistent communication and support, & helped establish the functions and processes we still use today. Show less

Owner / Proprietor

• Jan 2011 - Present

Chris Automotive is a supplier of quality automotive replacement parts in the Australian market. It specializes in high demand auto body parts such as long-range fuel tanks for collector GMH vehicles. Responsibilities: • Successfully developed a supply chain across the Australian market for rare GMH parts; • Sourcing, refurbishing and advertising new stock on a weekly basis via multiple social media platforms; • Developing and manufacturing brand new parts that GMH do not stock anymore; • Distributing orders to customers across Australia; • Outsourcing all customer leads and customer relationship to external sales support; • Updating clients regularly on the progression of their purchased item. Achievements: • Successfully developed a small business through multiple social media platforms, and established a client base of 3,000 people nationally (and growing); • Consistently held a rating of 4.9/5 and above for over eight years; • Developed partnerships in each state to help with the sourcing, refurbishing and distributing which have been long-standing for six years. Show less

Team Leader, Customer Consultant

• Mar 2019 - Jun 2019

Reporting directly to the Software Development & Digital Director, I am a Team Leader, Customer Consultant in the Digital / eCommerce business unit. I am responsible for leading a team of up to 10 staff members across the Australian and South East Asia region, with a strong focus in sales, customer success and project coordination.• Involved in the complete project lifecycle at a consultant level:o Leading presales customer meetings and scope key project requirements and customer profile;o Developing innovative ideas, tools & concepts for websites;o Reviewing the draft scope documents and quotations that are prepared internally, and approve to issue to the customer;o Writing business requirement documents (BRD) and work proposals;o Coordinating and leading the software development & digital team to bring to life a solution that best fits the BRD;o Reviewing the developer’s codebase & assisting during testing before UAT;o Providing on-going status updates and being the customers first point of contact for their projects;o Invoicing customers at particular milestones stages for each project;o Maintaining client relationship following UAT; and• Responsible for managing key eCommerce & Digital projects and accounts in excess of $1 million dollars;• Help create Proof of Concepts with the team to demonstrate to customers;• Assist the developers to create Middleware to connect and synchronize system data;• Help establish and maintain long-term relationships with key accounts and partners;• Interviewing staff members for our team;• Chair our weekly team meetings & monitor KPI reports. Provide weekly updates to management for our digital team.• Connected and liaised with over 1000 customers in 12 months with many different IT related requests and help to provide a better solution for their business requirements;• Built a wider range of partners across Australia & South East Asia to ensure scalability for the company. Show less

Graduate - eCommerce & Digital

• Apr 2018 - Mar 2019

Level 1 & 2 Information Technology Technician

• Feb 2014 - Feb 2018

• Proving on-call assistance to Barristers, Queen’s Counsel and the general public for all IT-related queries; • Troubleshooting hardware, software and networking issues onsite or remotely; • Appling technical knowledge to effectively analyze and resolve system and hardware issues; • Sourcing and building clients computers to their specifications; • Configuring commercial printers wirelessly throughout Owen Dixon Chambers. • Proving on-call assistance to Barristers, Queen’s Counsel and the general public for all IT-related queries; • Troubleshooting hardware, software and networking issues onsite or remotely; • Appling technical knowledge to effectively analyze and resolve system and hardware issues; • Sourcing and building clients computers to their specifications; • Configuring commercial printers wirelessly throughout Owen Dixon Chambers.

Manager

• Dec 2012 - Feb 2018

• Managing and supervising the Tabaret (gaming and bar area) independently • Proven ability to motivate and lead a team of over 25 staff members • Liaising with key stakeholders regarding liquor for the hotel • Arranging and managing private functions and compiling costs associated • Maintaining selling prices according to market changes • Providing technical support on an ad hoc basis • Repairing and maintaining the Pokie Machines & EBT Machines • Resolving customer disputes in the General Manager’s absence • Training new staff members • Maintaining TAB, Keno and gaming records • Cash handling in large quantities • Balancing the POS system • Contacting the VCGLR for any customer disputes Show less