Customer Success Manager

• Aug 2022 - Present

Senior Customer Success Manager

• Jul 2019 - Jul 2022

Dokio is a cloud-based web application for creating and managing brand communications and is used by Medium and Large Enterprise clients across Australia, Europe, and the United States. The system has proven to improve turnaround times, reduce the cost associated with traditional production workflows and protect brand integrity. As the Senior Customer Success Manager, I am responsible for being the crucial link between the client and the internal production team. Key achievements - Working with one of Australia's leading NFPs in the Mental Health Sector, I was able to support their teams in increasing their localised artwork output by 67%, while also decreasing their cost per artwork by around 52%. Role - Managing a portfolio of both National and International brands - Writing and reviewing development briefs, and directing the project to completion - Modifying project details where required to meet individual client needs, including both pre-project and mid-project - Project implementation and management of new client work - Orchestrating training sessions and developing corresponding training material for individual client requirements - Empowering clients to take ownership of their hubs to decrease the amount of time spent on internal servicing - Managed external stakeholder expectations and relationships - Collaborating with Production Managers and Developers to efficiently estimate client projects and meet client budget requirements - Processing and management of confidential legal agreements and documentation - Establishing strong client relationships while developing a clear understanding of their individual brand guidelines and requirements - Assisting with the onboarding, training and mentoring of new team members - Pioneered a company ‘Social Club’ to develop a positive company culture - Individually planned and executed team events including, Corporate volunteering, Christmas parties and Team building activities Show less

Business Development Manager

• Mar 2019 - Jul 2019

Easy Weddings is a leading digital business specialising in weddings. As a Business Development Manager, my role was to contribute to the overall achievement of the Sales Division sales targets, predominantly through providing an excellent sales and service experience to customers via outbound acquisition. Role - Digital Marketing Sales, via phone and email - Building rapport with potential customers - Undertaking individual business research prior to cold calls - Developing an understanding of the individual business requirements to offer the best marketing package for their needs - Processing of confidential data including business details and financial transactions - Working towards KIPs and sales targets - High attention to detail Show less

Social Media Manager

• Sep 2017 - Mar 2019

Within this role, I was required to manage the business social media accounts (Instagram and Facebook), as well as their earnt marketing (Tripadvisor). Tasks often included: - Creation of social media visual posts - Scheduling of social media posts - Management of business information across multiple platforms - Responding to customer reviews Within this role, I was required to manage the business social media accounts (Instagram and Facebook), as well as their earnt marketing (Tripadvisor). Tasks often included: - Creation of social media visual posts - Scheduling of social media posts - Management of business information across multiple platforms - Responding to customer reviews

Media Sales Consultant

• Jul 2016 - Mar 2019

As a Media Sales Representative, I was responsible for the management of existing clients marketing campaigns, customer retention and growth. As well as prospecting new customers, finding the hole within their current marketing campaigns and delivering new strategies to them in both print and digital media. Key achievements Achieving an individual Print Target of 174% for the 2017/2018 Financial Year Achieving an individual Combined Target (Print and Digital) of 150% for the 2017/2018 Financial Year Successful retention of a large National client, and increasing their local spend by 31% in less than 12 months Role - Customer Sales and Account Management - Meeting sales targets - Building strong relationships with existing and new customers - Managing a portfolio of National and Local business customers - Offering a high attention to detail to ensure deadlines are met - Building the base foundations for eye catching print and digital advertisements for individual campaigns - Overseeing project management of website builds and digital marketing campaigns - Use of complex cloud based systems including, Salesforce, RMC and Google Keyword Planner - In-depth understanding of marketing mediums including, print, social media marketing (eg. Facebook) and Google Ads Show less

Salon Manager & Senior Hairdresser

• Feb 2016 - Jul 2016

As the Salon Manager and Senior Hairdresser, my daily tasks included: - Customer service and sales - Boosted product sales - Empowered team members to increase their own product sales by offering education and knowledge - Mentored and trained an apprentice, including the teaching of basic hairdressing skills outside of school-based training - Ensuring the salon met health and safety requirements - Ordering of stock and managing relationships with external suppliers - Oversaw the daily running of the salon - Daily balancing daily financials, followed by daily banking - Building rapport with individuals to ensure they become repeat customers - Performing general hairdressing services Show less

Account Manager/Sales

• Sep 2015 - Feb 2016

Telstra is Australias leading telecommunications company. During my time at Telstra, I worked within both the B2B and B2C teams. My daily tasks included; - Customer service and sales - Working towards sales targets and KPIs - Efficient use of complex computer systems including, Siebel and Mobile Hotdesk - Performing sales calls, cold and warm leads - Building rapport with customers - Processing of financial transactions - Handling and filing of confidential documents Show less

Travel Consultant

• Dec 2014 - Aug 2015

Flight Centre is one of Australia's leading travel agencies. Daily responsibilities would include, but were not limited to; - Working towards and hitting monthly sales targets and KPIs - Inbound sales consultations, via face to face, telephone, and email - Upselling of features and benefits to suit the individual - Working with various budget requirements - Handling and accurate processing of confidential documentation, including individuals passports and visa applications - Daily administrative tasks including - answering emails and phone calls and scheduling customer appointments - Managing financial transactions, including taking deposits and full payments, balancing of till, EFTPOS and banking - Use of complex computer systems including but not limited to Quickdox, Galileo and Client - Confident use of the Phonetic alphabet - Digital and print marketing knowledge - Building rapport with clients Show less

Customer Service Specialist

• May 2008 - Dec 2014

Assisting in multiple areas of the daily running of the hotel. This included tasks such as: - Daily administration - Accommodation bookings, check-ins, and departures - Kitchen-hand work, including meeting Occupational Health and Safety regulations and Food Safety requirements, food preparation, storage and cleaning - Behind bar work, including responsible service of alcohol, cleaning, and management of clientele - Opening and Closing of the facility including closing and balancing financials - Placing orders with external stockists - Social media posts Show less

Hairdresser

• Mar 2010 - Oct 2012