Experience

Craftable | FNBTech, Inc.

• VP of Customer Success

  • May 2021 - Present

  - Manage Customer Success Team and advise, train, and empower team members in best way to address roadblocks to expansion and to ensure customers are successful with software- Own full post-sales customer onboarding, implementation, and training for enterprise accounts with the goal of driving toward customer's strategic objectives- Work cross-functionally with the development team to drive product changes based on conversations with clients—defining needs, areas for improvement, and gaps in product offering—to provide solutions and product enhancements.- Guide customers through account expansion by recommending and adding additional products and features- Continually understand customer roadblocks to develop innovative solutions in addressing business challenges Show less

• Director of Customer Success

  • Nov 2017 - May 2021



Compass Education Australia

• Training and Documentation Manager

  • Mar 2017 - Oct 2017

  • Manage a team of 2 across multiple time zones to provide product training for Learning Management System (LMS) program both onsite and remotely, ensuring the highest client satisfaction to over 650 schools across three countries. • Knowledge Base Product Owner – responsible for ensuring documentation is always clearly written and up to date, and working directly with Development Team to produce documentation prior to the release of new system functionality.• Took product Knowledge Base from 20 locally stored PDFs to an online, permission-based repository of over 100 articles including videos, targeted examples, and walkthroughs.• Develop quarterly training schedules offering time-relevant training opportunities for clients, based on analysis of needs and gaps in knowledge.• Implemented webinars as a new training offering, allowing clients to access training from anywhere at any time.• Delicately manage client expectations and assess client level of expertise when organizing and running training.• Work remotely 90% of time – self-motivated, responsible, and able to manage time effectively.• Role requires being both reactive and proactive in a dynamic environment. Show less

• Senior Support Officer

  • Mar 2015 - Mar 2017

  • Handle escalated support requests of an urgent and sensitive nature to guarantee client satisfaction.• Created Training Team to facilitate handling support enquiries of a more time-intensive nature.• Managed all Knowledge Base review sprints during quiet periods – writing many and editing all documentation.• Use SQL to resolve database issues, and test and log bugs for Development Team resolution where required.• Identified gap in training offerings and created “Regional Training Days” to address this. Continue to manage events from inception and planning stages through to evaluation. Requires liaising with internal and external stakeholders and anticipating the needs of clients.• Edit all company communications and publications to ensure accuracy and consistency.• Client Relationship Management – visit allocated clients to ensure their satisfaction with product, and work to improve their usage and understanding of the platform through training both onsite and remotely.• Assist in training new Support Team staff, answering questions and providing guidance. Show less

• Support Officer

  • Mar 2013 - Feb 2015

  • Provide technical support to schools• Responded to high volume of support inquiries via phone and email to answer questions, investigate and log bugs, and resolve problems for clients.• Identified inefficiencies in process for communications with clients and implemented system to resolve this, cutting down on double handling of support requests and increasing the speed with which requests could be handled.



VideoHealth

• United Kingdom

• Operations Manager

  • Apr 2012 - Jan 2013

  • Continued all administrative duties from previous position, while managing the office environment and many operational aspects of the business• Managed office Payroll as well as Accounts Payable and Accounts Receivable. • Event Coordination – Planned and oversaw events with rigorous schedules that required coordinating 4-14 stakeholders, many of whom were located remotely• Human Resources management – writing posting job listings to hire sales persons, creating Position Descriptions, interviewing candidates, and checking references.• Wrote a complete training programme for new hires to the sales team, and provided training and induction• Billed Medicare on behalf of GPs and Specialists – required meeting very specific guidelines for each claim, and trouble shooting when claims would be rejected. Billing done through VideoHealth’s own software program• Maintained company website and social media presence. Provided IT support and website troubleshooting for customers over the phoneKey Achievements:• Managed VideoHealth Software Accreditation Project – this required getting the companies’ one-of-a-kind software system up to Medicare regulations and passing rigorous Medicare testing to get accredited. Called for liaising with an internal team comprised of myself, our website developer, and our java developer, both of whom were located remotely, as well as working with a Medicare officer. • Created and implemented monthly newsletter program through MailChimp that doubled the number of subscribers to the company’s mailing list and resulted in new business development relationships. Show less

• Administration Officer

  • Apr 2012 - Jul 2012

  • Managed all administration tasks for office – including handling all faxes, mail, and incoming enquiries via phone, email, and website• Maintained organised files of all clients and created system to effectively track payments owed and received• Provided general office support for Director and Sales Team• Authored brochures, advertising material, and website content, and edited brochures using Adobe Photoshop when necessary• Managed office payroll using LiveAccounts to issue bimonthly payslips while keeping record of leave taken and car allowance• Co-authored and edited two successful grant proposals• Took care of all office house keeping and ordering of stationary products when necessaryKey Achievements:• Grew with company from beginning, which gave me an inside and thorough knowledge of the complexities and needs of a small business. • Wrote, implemented, and rewrote when necessary all processes for the business with input from the Director and Sales Team Show less



Citymove, Pty. Ltd.

• Interstate Move Coordinator

  • May 2011 - Nov 2011

  The role of Interstate Manager required coordinating with customers, drivers, and wholesalers, and keeping with important weekly deadlines while remaining flexible and attentive to clients’ needs. This position also called for a high level of customer service as well as delegation of tasks within the interstate department, along with providing assistance and training for new members of the team. The role of Interstate Manager required coordinating with customers, drivers, and wholesalers, and keeping with important weekly deadlines while remaining flexible and attentive to clients’ needs. This position also called for a high level of customer service as well as delegation of tasks within the interstate department, along with providing assistance and training for new members of the team.



CityMove, Pty Ltd.

• Move Coordinator

  • Aug 2010 - Nov 2011

  Organised moves within the major metropolitan cities. This position required extensive organizational skills with an emphasis on customer service and required attention to detail, as well as the ability to focus on many different projects simultaneously. Organised moves within the major metropolitan cities. This position required extensive organizational skills with an emphasis on customer service and required attention to detail, as well as the ability to focus on many different projects simultaneously.



Tom Ferry Companies

• Website Data Entry

  • May 2010 - Jun 2010

  Created social networking profiles for real estate agents on over 30 social networking sites. Also used Microsoft Excel to create username and password database for clients. Created social networking profiles for real estate agents on over 30 social networking sites. Also used Microsoft Excel to create username and password database for clients.



Working Wardrobes for a New Start

• United States
• Civic and Social Organizations

• Political Relations/Graphic Design Intern

  • Mar 2009 - Jun 2009

  • Researched grants and edited grant proposals for a not-for-profit organisation • Worked on marketing efforts for stores around Orange County including market research and analysis through in-store surveys • Coordinated meetings for the Director with legislators in Washington D.C. • Organised donations for large-scale events held bi-monthly Key Achievements: • Designed and created postcard campaign to send to donors using Adobe Photoshop • Assisted with the inception and organisation of a completely new “VIP Room” at large events, which promoted donor involvement and increased repeat donations by previous donors Show less



U.S. House of Representatives

• United States
• Legislative Offices
• 700 & Above Employee

• Intern

  • Jan 2008 - Mar 2008

  Interned in the Office of Congressman Brad Sherman • General administrative duties included filing, transcription, copying, reception, greeting all visitors, data entry, fielding and transferring all calls and messages, and giving tours of the U.S. Capitol Building • Researched bills and statistics for Congressional Aides, with a specific focus on foreign policy and women’s issues Key Achievements: • Contributed thoroughly researched statistics and information, which assisted the Congressman in his statements made on the floor of the House of Representatives • Completely updating and reformatting Press Secretary’s press list • This internship provided valuable insight into the ways governmental officials write policy, along with the role lobbyists and non-governmental organisations have in the policymaking process Show less