Customer Success Manager - SMB

• Jul 2022 - Jun 2023

Sales Development Representative

• Aug 2021 - Jul 2022

Inbound Success Coach

• Jul 2020 - Aug 2021

In my current role, I utilise my product and service knowledge to deliver accurate and reliable information, and navigate a high volume of product and sales-related enquiries. With my communication skills, I perform consultative qualification of sales prospects through phone, live chat and email correspondence. I also aided users in removing technical barriers and recommended software best practices. Additionally, I set-up appointments with appropriate sales team members to conduct… Show more In my current role, I utilise my product and service knowledge to deliver accurate and reliable information, and navigate a high volume of product and sales-related enquiries. With my communication skills, I perform consultative qualification of sales prospects through phone, live chat and email correspondence. I also aided users in removing technical barriers and recommended software best practices. Additionally, I set-up appointments with appropriate sales team members to conduct Inbound Growth Assessments. I maintained a focus on consulting on customer marketing, sales and service processes and strategies to achieve performance and sales objectives. Show less In my current role, I utilise my product and service knowledge to deliver accurate and reliable information, and navigate a high volume of product and sales-related enquiries. With my communication skills, I perform consultative qualification of sales prospects through phone, live chat and email correspondence. I also aided users in removing technical barriers and recommended software best practices. Additionally, I set-up appointments with appropriate sales team members to conduct… Show more In my current role, I utilise my product and service knowledge to deliver accurate and reliable information, and navigate a high volume of product and sales-related enquiries. With my communication skills, I perform consultative qualification of sales prospects through phone, live chat and email correspondence. I also aided users in removing technical barriers and recommended software best practices. Additionally, I set-up appointments with appropriate sales team members to conduct Inbound Growth Assessments. I maintained a focus on consulting on customer marketing, sales and service processes and strategies to achieve performance and sales objectives. Show less

Business Development Representative

• Jun 2019 - Nov 2019

As a Business Development Representative, I utilised my expertise in the construction software industry to help clients and their businesses gain clear understanding of the field. This included interfacing with clients to help them understand their business, gain insight on challenges and achieve company objectives. To ensure appropriate recommendations, I ensured comprehensive knowledge and understanding of the capabilities and limitations of Procore to aid client businesses. Lastly, I… Show more As a Business Development Representative, I utilised my expertise in the construction software industry to help clients and their businesses gain clear understanding of the field. This included interfacing with clients to help them understand their business, gain insight on challenges and achieve company objectives. To ensure appropriate recommendations, I ensured comprehensive knowledge and understanding of the capabilities and limitations of Procore to aid client businesses. Lastly, I maintained clear communications to identify client needs, understand business objectives and develop optimal solutions. Additionally, I set-up appointments with appropriate sales team members to conduct Inbound Growth Assessments. I maintained a focus on consulting on customer marketing, sales and service processes and strategies to achieve performance and sales objectives.

Enterprise Support Representative

• Mar 2018 - Jun 2019

In this client-facing role, I ensured delivery of high-level customer service, responding to concerns, enquiries and requests via phone, live chat and email. Naturally, I kept abreast with and developed localized construction industry knowledge, ensuring full understanding of technologies. Through my high performance, I maintained consistent achievement of case count and CSAT KPIs, adhering to Procore’s core values and interaction standards at all times. I also developed comprehensive product… Show more In this client-facing role, I ensured delivery of high-level customer service, responding to concerns, enquiries and requests via phone, live chat and email. Naturally, I kept abreast with and developed localized construction industry knowledge, ensuring full understanding of technologies. Through my high performance, I maintained consistent achievement of case count and CSAT KPIs, adhering to Procore’s core values and interaction standards at all times. I also developed comprehensive product knowledge and connections, remaining agile in line with consistent product releases and organisational changes.

Software Implementation Specialist

• Jan 2017 - Jan 2018

As the Implementation & Support Coordinator, I handled HR tasks, including onboarding of new employees, training and ongoing coaching through employee’s probation. I also implemented Verizon product and best practice training sessions and active outreach programs to ensure the employees’ understanding of products and services. Moreover, I assigned appropriate cases to individuals and monitored workload and performance based on strengths and weaknesses. This technology-forward role required me… Show more As the Implementation & Support Coordinator, I handled HR tasks, including onboarding of new employees, training and ongoing coaching through employee’s probation. I also implemented Verizon product and best practice training sessions and active outreach programs to ensure the employees’ understanding of products and services. Moreover, I assigned appropriate cases to individuals and monitored workload and performance based on strengths and weaknesses. This technology-forward role required me to provide troubleshooting for SaaS software issues and help configure accounting integration packages, including MYOB Online and Xero. I also created custom reports to generate practical client data and utilised Salesforce to monitor Key Performance Indicators. Show less As the Implementation & Support Coordinator, I handled HR tasks, including onboarding of new employees, training and ongoing coaching through employee’s probation. I also implemented Verizon product and best practice training sessions and active outreach programs to ensure the employees’ understanding of products and services. Moreover, I assigned appropriate cases to individuals and monitored workload and performance based on strengths and weaknesses. This technology-forward role required me… Show more As the Implementation & Support Coordinator, I handled HR tasks, including onboarding of new employees, training and ongoing coaching through employee’s probation. I also implemented Verizon product and best practice training sessions and active outreach programs to ensure the employees’ understanding of products and services. Moreover, I assigned appropriate cases to individuals and monitored workload and performance based on strengths and weaknesses. This technology-forward role required me to provide troubleshooting for SaaS software issues and help configure accounting integration packages, including MYOB Online and Xero. I also created custom reports to generate practical client data and utilised Salesforce to monitor Key Performance Indicators. Show less

Customer Service Representative

• Sep 2015 - Jan 2017

Billing - Invoice Disputes (Object Handling), Payments, Plan Changes, New Service Signups, Maintaining a high Net Promoter Score throughout the year (72%). Support - ADSL2 troubleshooting, modem configuration, remote support, NBN FTTN/FTTB Level 1 troubleshooting, Email Setup, troubleshooting no sync, dropouts etc. Group Chat Moderator: Answering internal questions from employees within the company in a timely manner while managing my duties. Provisioning (Service Delivery) -… Show more Billing - Invoice Disputes (Object Handling), Payments, Plan Changes, New Service Signups, Maintaining a high Net Promoter Score throughout the year (72%). Support - ADSL2 troubleshooting, modem configuration, remote support, NBN FTTN/FTTB Level 1 troubleshooting, Email Setup, troubleshooting no sync, dropouts etc. Group Chat Moderator: Answering internal questions from employees within the company in a timely manner while managing my duties. Provisioning (Service Delivery) - Assigning correct cable information for new connections, and provisioning to the correct address -Provisioning new HFC Cable services, VDSL2 FTTN/FTTB services -Assigning new port details and marking unusable ports as faulty -Processing relocations and monitoring the progress until completion -Upgrading existing VDSL1 and VDSL2 customers to the iiVDSL2 network -Activating modems upon customer contact and explaining the new changes with the iiVDSL2 network. - Using Wincable and Citrix Receiver to complete various tasks Level 2 TIO Case Officer – Managing escalated complex cases. Providing the conduit between the customer and the TIO. Providing a mutually beneficial solution and reporting outcome to Management and the IO officer. Show less Billing - Invoice Disputes (Object Handling), Payments, Plan Changes, New Service Signups, Maintaining a high Net Promoter Score throughout the year (72%). Support - ADSL2 troubleshooting, modem configuration, remote support, NBN FTTN/FTTB Level 1 troubleshooting, Email Setup, troubleshooting no sync, dropouts etc. Group Chat Moderator: Answering internal questions from employees within the company in a timely manner while managing my duties. Provisioning (Service Delivery) -… Show more Billing - Invoice Disputes (Object Handling), Payments, Plan Changes, New Service Signups, Maintaining a high Net Promoter Score throughout the year (72%). Support - ADSL2 troubleshooting, modem configuration, remote support, NBN FTTN/FTTB Level 1 troubleshooting, Email Setup, troubleshooting no sync, dropouts etc. Group Chat Moderator: Answering internal questions from employees within the company in a timely manner while managing my duties. Provisioning (Service Delivery) - Assigning correct cable information for new connections, and provisioning to the correct address -Provisioning new HFC Cable services, VDSL2 FTTN/FTTB services -Assigning new port details and marking unusable ports as faulty -Processing relocations and monitoring the progress until completion -Upgrading existing VDSL1 and VDSL2 customers to the iiVDSL2 network -Activating modems upon customer contact and explaining the new changes with the iiVDSL2 network. - Using Wincable and Citrix Receiver to complete various tasks Level 2 TIO Case Officer – Managing escalated complex cases. Providing the conduit between the customer and the TIO. Providing a mutually beneficial solution and reporting outcome to Management and the IO officer. Show less

Netview Panel Operator

• Jan 2014 - Apr 2015

My duties as an NPO involves updating and maintaining the databases with daily excel spreadsheets, helping clients troubleshoot over the phone and through emails, recruiting new clients to the panel, data entry and sorting incoming/outgoing voicemails to ensure the customer receives the highest quality of care. My duties as an NPO involves updating and maintaining the databases with daily excel spreadsheets, helping clients troubleshoot over the phone and through emails, recruiting new clients to the panel, data entry and sorting incoming/outgoing voicemails to ensure the customer receives the highest quality of care.