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Work Background
Gen PhysioGrowth & Strategy Manager
Jul. 2024Gold Coast, Queensland, Australia
Gen PhysioMarketing Manager
Apr. 2024 - Jul. 2024Gold Coast, Queensland, Australia
Gen PhysioSenior Marketing Coordinator
Dec. 2023Gold Coast, Queensland, Australia
NGO Training CentreCustomer Care Manager
Jun. 2022 - Sep. 2023
Sophie GuidolinMarketing Manager & CX Support
Jan. 2021 - Nov. 2023
Brow CodeHead of Customer Success
Sep. 2019 - Jan. 2021Identified sales opportunities by assessing environment and devising and implementing winning strategy.
Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
Leveraged sales expertise to promote hosting, domain & website products and capitalize on upsell opportunities.
Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
Provided basic technical support for clients on wide range of website products.
Answered average of 90-120 calls and emails per day, addressing customer inquiries, solving problems and providing product information.
Provided customers with detailed information on company products, services and materials.
Evaluated account and service histories to identify trends, using data to mitigate future issues.
Carried out opening and closing functions to meet operational needs underpinning strong customer service.
Responded to customer inquiries via phone, email, and web-based platforms.
Developed working relationships with internal and external customers while assisting with account management duties.
Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
Used Salesforce to keep records of customer interactions, customer accounts and file documents.
Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
Accurately tracked and recorded all customer interactions in CRM platform.
LocalsearchCustomer Success Specialist
Apr. 2019 - Sep. 2019Gold Coast• Develop robust relationships based on trust, communication, knowledge and care with clients & sales consultants
• Provide exceptional customer service across all touchpoints utilising excellent verbal and written communication
• Update client profiles on Localsearch.com.au & create effective SEO content to support search engine ranking
• Manage time efficiently and not get flustered when things change. • Provide clients with progress updates around their Localsearch campaigns across all platforms and products including recommendations for improvement throughout their Localsearch journey
• Pick up changing patterns in client data, troubleshooting and implementing solutions through collaboration and best-practice guidelines
• Engage in healthy internal communication with fulfillment and support teams, focussed on building and embracing positive relationships
• Provide web hosting and domain information and education to clients
• Perform website changes using both internal building platform and WordPress websites as needed
Samsung AustraliaTeam Leader
Mar. 2018 - Mar. 2019Robina, Queensland, Australia
Be Interactive PtyQLD State Training Manager
Jul. 2017 - Nov. 2017Brisbane
Freelance WriterFreelance Copywriter & Ghostwriter
Nov. 2015AustraliaCreate original work and develop ideas around client selected themes/concepts
Edit, submit & edit again until copy is perfect
Write persuasive and captivating work
Stay on top of social media trends and current affairs in order to write copy that is relevant and modern as well understanding how audiences will react
Align writing style and tone with that of the author to ensure authenticity
Transformation ChiropracticChiropractic Assistant
Oct. 2015 - Oct. 2017Red Hill, QueenslandBe the first point of contact with patients at reception
Make appointments including scheduling and amendments
Accurate detailed data entry of all patient information
General patient care; answering patients' questions; maintaining appearance and general cleanliness of the clinic
Maintain patient accounts including updating personal and financial information
Report any stock, office needs or concerns to the Senior CA
Maintain confidentiality of personal and financial information
Contribute and participate as part of the broader office team
Maintain social media and web presence for the clinic
Optimize digital environment including maintenance, troubleshooting and migration to new systems as needed.
Mo's MobilesStore Manager
Feb. 2015 - Mar. 2016Toowong VodafoneCompletes store operational requirements by scheduling and assigning employees; following up on work results
Maintains store staff by recruiting, selecting, orienting, and training employees. Effectively rostering to cater to day to day store operations requirement
Maintains store staff job results by coaching, counselling, and disciplining employees; planning, monitoring, and appraising job results.
Identifies current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements.
Ensures availability of merchandise and services by maintaining inventories.
Determining additional needed sales promotion; authorizing clearance sales; studying trends.
Markets merchandise by studying advertising, sales promotion, and display plans; analyzing operating and financial statements for profitability ratios.
Protects employees and customers by providing a safe and clean store environment.
Determines marketing strategy changes by reviewing operating and financial statements and departmental sales records.
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
Maintains operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.
Contributes to team effort by accomplishing personal KPI targets
NumerohMarketing Operations Manager
Jan. 2015 - Jul. 2017Brisbane, Australia•Managing all marketing for the company and activities within the marketing department.
•Developing the marketing strategy for the company in line with company objectives.
•Co-ordinating marketing campaigns with sales activities.
•Overseeing the company’s marketing budget.
•Creation and publication of all marketing material in line with marketing plans.
•Planning and implementing promotional campaigns.
•Manage and improve lead generation campaigns, measuring results.
•Overall responsibility for brand management and corporate identity
•Preparing online and print marketing campaigns.
•Monitor and report on effectiveness of marketing communications.
•Creating a wide range of different marketing materials.
•Working closely with design agencies and assisting with new product launches.
•Maintain effective internal communications to ensure that all relevant company functions are kept informed of marketing objectives.
•Analysing potential strategic partner relationships for company marketing.
•Automate workflows and monitor results
•Forward all leads generated to sales team
•A/B test all campaigns to test most effective methods
•Use CRM to formulate campaigns and streamline procedures
•Extensive copy writing for blogs, whitepapers, podcasts and more
KJY ConsultingDirector & Technical Support Manager
Aug. 2014 - Aug. 2015Brisbane, AustraliaProvide high quality customer service
Perform computer & mobile device software diagnosis & repair
Perform software and application installation
Provide virus removal and security installation
Provide computer & device networking support
Computer & device start up and customization
Deliver PC, Mac & Mobile device support and tutorials
Developing long term marketing strategies and calendars
Delivering local area marketing including corporate, community and domestics channels
Monthly financial reporting including sales, debtors, P&L and cash flow
Manage appointments via phone, email and sms
Genesis Fitness ClubsMembership Consultant
May. 2014 - Aug. 2014WindsorAchieve and excel in KPI’s
Outbound and inbound sales calls
Provide healthy lifestyle solutions to prospective members
Use and maintain Clubware & Intouch software Managing all social media marketing
Lead generation through community outreach and service of current members
Provide technical support
TelstraCustomer Service Representative/Tech Bar Specialist
Nov. 2011 - Jun. 2014ChermsideAchieve and excel individual KPI’s Support the sales team while providing high quality customer service.
Review Tech Bar team KPI’s in monthly coaching meetings.
Hardware, software and network troubleshooting
Troubleshoot Devices and provide IT Support – Mobile, Tablet, PC and Apple Devices
Perform data transfers/back-ups/tutorials/email set up & support for customers and staff
Remote access customer devices to provide technical support
Software Upgrades and rollouts
Complaints Management & Contract Compliance
Cash Handling and POS
Coordinate and host monthly coaching sessions with Brisbane Metro North Technicians in order to improve sales techniques, review previous months KPI’s and set new month KPI’s
Coordinate and host online and phone based forums for Brisbane Metro North Technicians in order to assist in the development of technical and sales skills.
Mitchelton Youth ClubTrampoline Coach
Jun. 2011 - Dec. 2015MitcheltonCoaching beginner, intermediate and advanced trampoline/tumbling classes
Assisting in competition training for athletes
Coaching and judging at competitions
Assisting in the planning of athletes short term and long term progression
WoolworthsCustomer Service Representative
Jan. 2008 - Apr. 2009CarseldineMaintaining the self-serve checkouts
Maintaining and serving on main registers
Cleaning duties
Cash Handling
Smoke shop attending
Stock return
Young's Accountancy ServicesBookkeeper/Administration
Jan. 2006 - Jun. 2012AspleyData entry with MYOB, Excel & Word
Photocopying, scanning, faxing & filing
Updating & Maintaining Client databases
Bank reconciliation (MYOB)
Basic Payroll (MYOB)
Answering and directing phone calls
Collecting and posting mail
Printing & Stationery refills
Adhoc Administration Duties
Debtors and Creditors (MYOB)
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