Experience

Conversr

• Australia
• Software Development

• Customer Success Manager

  • Mar 2021 - Present

  Conversr is a first-of-its-kind, award-winning, AI-SMS customer engagement platform for enterprise. Access turn-key interactive conversational-AI SMS tactical solutions for business process automation AND create attention grabbing, retention boosting customer experiences with our CX journey templates. Conversr is assisting businesses from all sectors, both large and small, transform the way they engage with their customers, delivering phenomenal efficiencies through automation, and boosting bottom-lines through 1:1 personalisation on scale. Unleash the immense power of conversational-AI for customer engagement today at https://www.conversr.com



GiveTel

• Australia
• Fundraising
• 1 - 100 Employee

• Client Account Director

  • Dec 2019 - Mar 2021

• Client Services Account Manager

  • Jul 2016 - Dec 2019

  GiveTel is a state-of-the-art Sydney based call centre that is focused on exceptional delivery within the Fundraising and telemarketing sector. We offer a range of inbound, outbound and blended calling campaigns that use the latest technology to maximise your budget and optimise your data. Whether you’re looking to grow your base or reach out to those you already know, when you partner with GiveTel you will feel confident that your campaigns are in safe hands. Our approach is professional, committed, flexible and fully measurable. Our agents are highly trained and motivated and our client service is first class and tailored to meet the needs of your target audience. Get in touch:Kate@givetel.com



Leona Edmiston

• Australia
• Retail Apparel and Fashion
• 1 - 100 Employee

• Customer Service Manager

  • May 2014 - Jul 2016

  I worked in the Head Office of a renowned Australian fashion designer, Leona Edmiston. My role entailed being a store communication liaison between the head office and 26 stores across Australia. Managing the day to day running of the stores and ensuring daily and weekly KPI's are being met and drive the success of the business. Reporting all information including sales reports and analysis directly to the Managing Director. My role also included being directly responsible for organising in-store events and the managing of the Leona Edmiston database.



Ministry Of Paintball

• Advertising Services
• 1 - 100 Employee

• Client Service Manager

  • Aug 2013 - Feb 2014

  Ministry of Paintball is based in Sydney and England. Providing a fun activity for all ages! As a Client Service Manager, my role involved the managing and scheduling of paintball sites across Australia. This involved building a strong rapport with clients who supply their services to Ministry of Paintball. I would be taking both inbound and outbound calls regarding customer enquiries, bookings and managing customers’ expectations. A level of sales reporting was also required along with producing monthly market research reports. I would work towards weekly and monthly KPI's.



Legal and General Assurance Society

• Senior Customer Service Representative

  • Nov 2010 - Apr 2013

  Legal and General Assurance Society is one of the UK's largest insurance companies. I worked as a Customer Service agent before being promoted to a Senior Customer Service Representative in one of their contact centres. My role involved managing a small team of customer service agents. I was responsible for giving internal training (including quality sampling calls, 1:1 meetings and side by side training) and arranging external training for them. There would be an element of my role dedicated to successfully handling complaints and being compliant with the Data Protection Act at all times. I took an active role in the recruitment process of new staff, reviewing CVs and organising interviews. As well as supporting the senior managers, monitoring their email, taking calls and managing their diary. I would work towards and exceed daily, weekly and monthly KPI's.