Senior Product Manager

• Jul 2023 - Present

Leading Phorest's Front Of House team to deliver the industries most efficient Appointments, Purchase and Client Card experience.

Product Manager

• Sep 2021 - Jul 2023

Associate Product Manager

• Mar 2021 - Sep 2021

Managing the initial stages of implementing salon reporting within Looker BI to deliver a faster, data-rich experience to salons that enables them to better manage their businesses.

Product Operations Manager

• Sep 2020 - Mar 2021

Product Rollout Manager

• Apr 2020 - Sep 2020

Education Manager

• Jul 2019 - Apr 2020

Systems & Data Analyst Team Lead

• Jan 2019 - Jul 2019

Leading the implementation of systems for the global education team within Acuity, Litmos and Gainsight. Creating comprehensive reporting that evaluated training based on changes in user behaviour post training.

Customer Experience Manager

• Jun 2018 - Jan 2019

The first Phorest person on the ground for our Australian operations. Managing the onboarding, support and training for every client both onsite and offsite. This included implementing an onboarding process to suit the region using Trello, Zapier and Cognito forms to manage the process. Assisted sales with technical and indepth demos for prospects. During this time we beat the sales target by over 50%

Customer Experience Specialist

• Nov 2017 - Jun 2018

Support Agent

• Mar 2017 - Nov 2017

Closing high volumes of support tickets while maintaining a leading average rating within the support team. During this role I also taught myself SQL to be able to build Dashboards, took ownership of the companies User Feedback Portal (Uservoice) and created a yearly attendance tracker for the education department.

E-Commerce Department (Christmas Contract)

• Dec 2016 - Mar 2017

I started working for Fields initially as a Christmas Temp in the e-fullfillment department. However my contract was extended and I was offered a permanent contract in March before I left. However I decided to take the job in Phorest Salon Software due to their company, values & overall opportunity for growth. Built an E-Fullfillment system in Excel to track orders, the system identified delays in orders to allow proactive customer care calls to inform clients of delay. Used order… Show more I started working for Fields initially as a Christmas Temp in the e-fullfillment department. However my contract was extended and I was offered a permanent contract in March before I left. However I decided to take the job in Phorest Salon Software due to their company, values & overall opportunity for growth. Built an E-Fullfillment system in Excel to track orders, the system identified delays in orders to allow proactive customer care calls to inform clients of delay. Used order information to generate statistics on the number of unfulfilled orders over Christmas period which formed the basis of creating the above tracker for e-fullfillment Show less I started working for Fields initially as a Christmas Temp in the e-fullfillment department. However my contract was extended and I was offered a permanent contract in March before I left. However I decided to take the job in Phorest Salon Software due to their company, values & overall opportunity for growth. Built an E-Fullfillment system in Excel to track orders, the system identified delays in orders to allow proactive customer care calls to inform clients of delay. Used order… Show more I started working for Fields initially as a Christmas Temp in the e-fullfillment department. However my contract was extended and I was offered a permanent contract in March before I left. However I decided to take the job in Phorest Salon Software due to their company, values & overall opportunity for growth. Built an E-Fullfillment system in Excel to track orders, the system identified delays in orders to allow proactive customer care calls to inform clients of delay. Used order information to generate statistics on the number of unfulfilled orders over Christmas period which formed the basis of creating the above tracker for e-fullfillment Show less

Restaurant & Retail Career

• Oct 2006 - Nov 2016

I worked for a number of years in the restaurant & retail sector, with the majority of my experience being in restaurants. I advanced quickly in my career through dedication to the job and my ability to learn rapidly and manage people efficiently in a fast paced environment. The skills learned in this part of my career have stood to me since my move into the IT Industry. Café Manager - Coffee Angel Restaurant General Manager - Freshii Restaurant General Manager - KC… Show more I worked for a number of years in the restaurant & retail sector, with the majority of my experience being in restaurants. I advanced quickly in my career through dedication to the job and my ability to learn rapidly and manage people efficiently in a fast paced environment. The skills learned in this part of my career have stood to me since my move into the IT Industry. Café Manager - Coffee Angel Restaurant General Manager - Freshii Restaurant General Manager - KC Peaches Co-Owner - Self Employed In My Own Restaurant Restaurant Manager - Milano Restaurant Manager - KFC Team Supervisor - Burger King Customer Service Representative - Tesco Customer Service Representative - Gamestop Show less I worked for a number of years in the restaurant & retail sector, with the majority of my experience being in restaurants. I advanced quickly in my career through dedication to the job and my ability to learn rapidly and manage people efficiently in a fast paced environment. The skills learned in this part of my career have stood to me since my move into the IT Industry. Café Manager - Coffee Angel Restaurant General Manager - Freshii Restaurant General Manager - KC… Show more I worked for a number of years in the restaurant & retail sector, with the majority of my experience being in restaurants. I advanced quickly in my career through dedication to the job and my ability to learn rapidly and manage people efficiently in a fast paced environment. The skills learned in this part of my career have stood to me since my move into the IT Industry. Café Manager - Coffee Angel Restaurant General Manager - Freshii Restaurant General Manager - KC Peaches Co-Owner - Self Employed In My Own Restaurant Restaurant Manager - Milano Restaurant Manager - KFC Team Supervisor - Burger King Customer Service Representative - Tesco Customer Service Representative - Gamestop Show less

Co-Owner

• Jan 2012 - Sep 2012

I started working on a web design company with a work colleague while in KFC and after getting a good amount of sales interest took the decision to leave KFC to work for myself. Unfortunately sales dried up and I moved back to employment. Working for myself in a completely different industry was a steep learning curve on sales, customer relationships in a B2B environment as well as setting realistic expectations both with clients and yourself . I started working on a web design company with a work colleague while in KFC and after getting a good amount of sales interest took the decision to leave KFC to work for myself. Unfortunately sales dried up and I moved back to employment. Working for myself in a completely different industry was a steep learning curve on sales, customer relationships in a B2B environment as well as setting realistic expectations both with clients and yourself .