Experience

• 

  Social Discovery Ventures

  • Gold Coast, Queensland, Australia

  • Head of Customer Satisfaction at Cupid Media

    • Jul 2021 - Nov 2023
    • Gold Coast, Queensland, Australia

• 

  Cupid Media

  • Gold Coast, Queensland, Australia

  • Head of Customer Satisfaction

    • Oct 2005 - Nov 2023
    • Gold Coast, Queensland, Australia

    Customer Service • Monitor and analyse key performance metrics to assess team performance, identify fraud trends, and provide actionable insights for continuous improvement. • Continuously evaluating support processes and CRM systems, both internal and external, identifying areas for improvement, and implementing changes to enhance efficiency and improve customer experience. • Collaborate with cross-functional teams, including IT, marketing, and fraud prevention, to gather customer feedback and contribute to the development and improvement of products and services. • Refine KPIs, using data, reporting, and dashboards to track the performance and progress of individuals and the team as a whole. • Create new and update existing knowledge base articles. • Develop training materials and establish processing guidelines. • Foster a culture of continuous learning and professional growth by providing ongoing training, feedback, and opportunities for skill development to team members. • Manage and monitor the onboarding process for new team members, ensuring that all team members adopt a customer-first mindset and living the company values.IT (Quality Assurance) • Identify, record, document thoroughly and track bugs. • Perform thorough regression testing when bugs are resolved. • Systematically conducting proactive testing on new and existing site features to ensure the integrity of their functionality. • Liaise with internal teams (e.g. developers and product manager) to identify system requirements and opportunities for enhancements. HR/Office Administration • Create and implement onboarding plans. • Assist with payroll/leave management. • Supporting the development and implementation of HR policies and procedures. • Maintain employee records. • Review employment and working conditions to ensure legal compliance. • All-round administrative tasks.