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Work Background
EnvatoTraining Manager - Customer Success
Nov. 2020Cincinnati, Ohio, United States- Creation of all Onboarding and Training material across Customer Success team (multiple business lines). - Facilitating said onboarding and training for the entire customer success team (40+ staff across 3 teams). - Management and upkeep of internal LMS system with an outlook for continuous iteration and improvement. - Onboarding and subject matter training for newly inducted team leads. - Refresher training and subject/skill-specific courses ran throughout the year (Conflict resolution/Customer service basics, etc). - Training video editing and presenting - Fostering partnerships with various business stakeholders to facilitate this core function
EnvatoCustomer Success Senior Officer
Jul. 2020 - Nov. 2020- Support for Customer Success team in quality assurance, coaching, and developmental growth. - Creating and iterating on Customer success QA framework - Facilitating feedback loop with senior management on key areas of development for team as well as business initiatives. - Identifying areas for improvement in current practices and processes. - Collaborating with the teams and internal stakeholders to facilitate implementation of said improvements. - Review and updating of internal and external help center content. - Live support for L1/L2 CS team during US working hours - Significant project included being point of contact and main facilitator of migration of a product onto a new subscription platform. Including customer comms, troubleshooting and SME advice to engineering and product teams.
EnvatoCustomer Success L2 Officer
May. 2014 - Jul. 2020Melbourne, Australia and United States- Responsible for handling inbound and outbound communication with Envato customers across 4 products/brands. - Troubleshooting of technical web and code requests from customers of said products. (Theme and Plugin support) - Signup and Plan management for our subscription model product. - Subject matter expert for one Envato product, creating internal training procedures and managing complaints. - Copyright and licensing claim management across all products, including liaising with legal team for use case confirmation and advice. - Additional responsibilities included assisting with internal escalations for all Products, social media comms, procedural advice, and updates.
Vision SuperAdministrative and Records Manager
Oct. 2013 - Mar. 2014- Responsible for all outbound and inbound documentation, internal enquiries, and workflow management. - Facilitation of training and internal presentations. - Updating of office support and administration procedures., including internal knowledgebase management.
Cincinnati StateAdmissions and Records Coordinator
Feb. 2012 - Apr. 2013- Responsible for and face of student care within the college. - Processing and records management of student transcripts, - Drafting and print running of admission letters & processing of applications via Admissions Office. - A significant project included the management of records updates during the transition from terms to semesters across the college. - Responsible for training new team members and student workers/temps - Creating and maintaining academic catalog reference documentation - Updating and iteration of official documentation regarding admissions, internal procedure, and outbound comms.
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