Experience

Content House

• Australia
• Advertising Services
• 1 - 100 Employee

• Assistant Manager for Customer Support and Operations

  • Dec 2021 - Present

  The Customer Service Assistant Manager’s main purpose is to provide 1st level escalation support to CSS and perform administrative tasks that will drive the team to achieve the organization’s goals by overseeing excellent implementation of processes and providing support to CSS. Reporting to the Customer Service Manager of Content House, this dynamic individual has the responsibility of ensuring that customers receive a world-class customer experience. Key Responsibilities: ● Provides 1st level escalation support to CSS via phone call/email ● Liaise with Post Production (FD users) and drive resolution for clients’ requests and concerns ● Monitor and manage FD tickets and Agent availability under the Customer Service - CH queue and ensure that all tickets are responded to within the agreed SLAs. ● Generate report and present CS stats to Production L10 in the absence of CSM ●Being involved with CS Project Management and Process Improvement implementation ● Ensure that CSS are on track in achieving the team and the organizational goals by monitoring their KPIs ● Train and support existing and incoming CSS to ensure their success in their role ● Manage CSS availability/leaves (attendance) to ensure that the queue will not be compromised ● Ensure the well-being of CSS through coaching and doing one on one discussion about successes and opportunities for improvements ● Support the Sales and Marketing team (as needed) An Assitant Manager must have: ● Strong business acumen ● Meeting or exceeding team targets/KPIs ● Effective time management ● Customer and Employee Satisfaction ● Resolution and Innovation-driven ● Excellent communicator with a personable and positive attitude ● Excellent time-management and organisational skills ● Committed team player with a strong work ethic ● Patient and adaptable to changes ● Natural problem solver and forward-thinking ● Tech-savvy ● Eager to help and provide support ● Exemplifies the desired culture and values of the organisation Show less



Campaigntrack

• Australia
• Advertising Services
• 100 - 200 Employee

• Content Studio - Operations Supervisor

  • Oct 2017 - Dec 2021

  - Looking after the day to day operations in Australia and Manila. - Maintaining organized schedule for the providers in Australia. - Communicating, organizing and arranging onsite appointments such as photo shoot, floorplan, copywriting and videoshoot with the clients in Australia. - Training people to deliver quality Customer Service, - Maintaining harmony and good communication between the team in Manila and Australia. - Motivating members to be at their very best everyday. - Looking after the day to day operations in Australia and Manila. - Maintaining organized schedule for the providers in Australia. - Communicating, organizing and arranging onsite appointments such as photo shoot, floorplan, copywriting and videoshoot with the clients in Australia. - Training people to deliver quality Customer Service, - Maintaining harmony and good communication between the team in Manila and Australia. - Motivating members to be at their very best everyday.



Campaigntrack

• Australia
• Advertising Services
• 100 - 200 Employee

• Account Coordinator

  • Aug 2014 - Oct 2016

  An Account Coordinator is responsible for working with a portfolio of NZ, Harcourts NZ, and Australia clients to ensure all of their advertising and marketing requirements are met in an efficient and timely manner. Key Responsibilities: ● Organizing clients' advertising requirements within the specified agency/publication deadlines including advertising bookings and supply of advertising material to publications ● Assist clients with any questions they may have regarding Campaigntrack, advertising booking, and material supply deadlines, or other general queries regarding their overall marketing ● Where necessary assist the clients in their design requirements that do not allow for online design including promotional and property advertising ● It is important that an account coordinator remained well informed in the use of CT’s online systems, Campaigntrack and JobTrack ● Hold a high level of expertise in policies and procedures relating to the clients' brand, ensuring that stays abreast of changes and updates to the client’s brand guidelines ● Quality check final high-resolution artwork files for spelling/grammatical mistakes and print requirements in adherence to the client’s brand guidelines ● Provide exceptional customer service at all times and utilize the operations team whenever and wherever possible ● Should any difficult or unknown situations arise, always communicate with the operations team ● Responsible for ensuring that he/she represents CT in a customer-focused, courteous manner. Through the attire, presentation, and conduct, CT rely on the account coordinator to promote the company as a professional advertising agency An Account Coordinator must be: ● Very organized, able to manage own time ● High attention to detail ● Ability to work to deadlines ● Strives for high-quality levels in work and is always willing to double-check the final output ● Excellent verbal communication skills ● Positive attitude ● Good communicator ● Well presented Show less