Experience

Waterlogic Australia

• Australia
• Food and Beverage Services
• 1 - 100 Employee

• Head Of Customer Data Management

  • Mar 2021 - Present

• Director Customer Experience

  • Sep 2018 - Mar 2021

  After starting the Key Account Management team I moved from Sydney to Perth to oversee Account Management, Customer Care, & Retention teams. During my time as CX Director my teams developed and executed proactive resign campaigns, reactive retention strategy, churn analysis routines, reviewed customer satisfaction metrics and developed strategy to improve net promoter and customer effort scores. Worked closely with other areas of the business such as service, sales, and finance to ensure alignment toward company goals.Over the past 12 months the CX team assisted in navigating the business through unification of our two largest brands and roll out of new ERP system during the COVID pandemic outbreak. During this time I moved from Perth to Melbourne to set up unified Customer Care team based in Melbourne. All efforts still ongoing. Show less

• National Key Account Manager & Head of Health

  • Sep 2017 - Sep 2018

  After starting my career at Waterlogic Australia as Key Account Manager I was promoted to set up a team of Key Account Managers. I recruited two team members to help provide a world class customer experience to our 500 largest accounts. The Key Account team focused on the retention and growth of our customer base. We also handled all Customer Care & Service requests and Collection efforts. The team engaged in a heavy workload of data cleansing in it's infancy to be able to accurately report on and support our customers.During my time as National Key Account manager my team worked with IT to create custom SQL account asset, service history, and account hierarchy reports. Based on the reports we created we were able to restructure and build parent child hierarchy structure to truly reflect the top 500. We built customer profiles. Analysed share of wallet. Implemented proactive customer communication campaigns. Implemented Retention processes. Worked with Marketing to develop targeted proposals customised based on customer profiles. Show less

• Key Account Manager

  • Jun 2017 - Aug 2017

  Moved from the United States to Sydney and joined Waterlogic Australia as a Key Account Manager.



Quench USA, Inc.

• United States
• Retail Office Equipment
• 400 - 500 Employee

• Customer Care Manager

  • Jan 2015 - May 2017

• Account Manager

  • Aug 2012 - Dec 2014

• Accounts Receivable Specialist

  • Jul 2011 - Jul 2012


LEAF Commercial Capital, Inc.
• United States
• Banking
• 200 - 300 Employee
• Credit Analyst

  • May 2006 - Sep 2009