Jul 2024 – Jun 2025 · 11 mos · Netherlands · Hybrid

• Managed and stabilized a EUR 1.5M ARR European portfolio across 40+ accounts by designing health-scoring workflows in Confluence and CRM, improving visibility into churn risk and expansion opportunities.
• Restructured enterprise onboarding around technical milestones tied to business outcomes, contributing to a 22% reduction in Time-to-Value for new enterprise clients.
• Improved account-level execution quality by standardizing success plans, onboarding checkpoints, stakeholder mapping, and escalation notes, increasing QBR and account-plan consistency by 30%.
• Aligned Product, Sales, and Customer Success around clearer expansion workflows, improving retention, expansion consistency, and account-level execution quality.

Apr 2022 – Dec 2023 · 1 yr 8 mos

• Generated $6.8M in net-new ARR, representing 27% of total team output, across 750+ EMEA SMB and Mid-Market accounts through a high-velocity land-and-expand motion.
• Built internal Confluence-based automation tools, including a cyber-risk mapping framework, reducing sales-cycle friction by 15% and improving qualification speed.
• Managed a large distributed portfolio of SMB and Mid-Market customers, balancing pipeline generation, expansion strategy, renewal awareness, adoption signals, and technical stakeholder alignment across multiple Atlassian products.
• Closed a record EUR 280K+ individual expansion deal by aligning technical customer needs with structured value mapping and expansion strategy.
• Scaled with company from 1,000 employees to 12,000, adapting to rapid process, tooling, segmentation, and operating-model changes while maintaining high individual performance.

Oct 2019 – Apr 2022 · 2 yrs 6 mos

• Exceeded annual targets across 2020 and 2021, contributing $2.5M-$2.7M ARR per year, or roughly 28-35% of team revenue.
• Ranked as the #1 individual contributor for two consecutive years, generating $5.2M in expansion revenue across the period.
• Introduced health-scoring and adoption-focused customer workflows that reduced churn by 18% and improved customer lifetime value.

Jul 2018 – Oct 2019 · 1 yr 3 mos

• Maintained 98% CSAT while managing high-volume B2B and B2C technical escalations across EMEA.
• Reduced average resolution time by 20% by building onboarding playbooks and peer-coaching modules for new advocates.
• Improved escalation handling between Support and Sales through clearer internal workflows and better handoff patterns.

Oct 2017 – Apr 2018 · 6 mos · The Randstad, Netherlands · On-site

• Maintained 98% CSAT while managing high-volume B2B and B2C technical escalations across EMEA, supporting customers through product issues, account concerns, and cross-functional handoffs.
• Resolved ~80–120 customer cases per week across technical support, account issues, and escalation queues while maintaining strong SLA adherence and customer satisfaction.
• Reduced average resolution time by 20% by building onboarding playbooks, troubleshooting guides, and peer-coaching modules for new advocates.
• Improved escalation handling between Support and Sales by creating clearer internal workflows, reducing handoff friction and accelerating issue resolution by ~25–35%.
• Helped strengthen new-hire ramp-up by documenting repeatable workflows, common customer scenarios, and escalation paths for use across the support team.

Mar 2015 – Sep 2017 · 2 yrs 6 mos · Greater Sydney Area · On-site

• Managed residential strata underwriting portfolios up to $70M Total Sum Insured, balancing risk, pricing, retention, broker relationships, and customer outcomes in a regulated insurance environment.
• Delivered top-tier sales and retention results by managing broker relationships, reviewing portfolio performance, and negotiating commercially viable premium structures.
• Maintained ~90–95% renewal retention across assigned strata portfolios by balancing client needs, underwriting discipline, risk mitigation, and long-term broker trust.
• Collaborated with state managers and B2B brokers to grow market share, strengthen key relationships, and improve conversion across renewal and new-business opportunities.
• Improved underwriting review quality by creating more structured risk assessments, pricing recommendations, and renewal notes, reducing quote/review turnaround time by ~20–30%.
• Protected portfolio profitability while sustaining strong renewal outcomes by balancing risk, pricing, claims exposure, customer trust, and broker negotiation in a high-stakes commercial context.

Feb 2012 – Nov 2013 · 1 yr 9 mos · Greater Sydney Area · On-site

• Consistently ranked as a top performer in sales and service for 18 months, leading CTP and add-on product cross-sales in a high-volume contact-centre environment.
• Exceeded monthly sales and service targets by 28% through consultative customer conversations, needs-based product recommendations, and strong call-quality discipline.
• Managed 50 customer calls per day across insurance sales, service, policy questions, and customer issue resolution while maintaining strong QA and customer satisfaction outcomes.
• Trained and mentored new hires, with 4 team members progressing into top-10 performer rankings after coaching, call shadowing, and practical sales-process support.
• Recognised at multiple company reward events for customer satisfaction, sales performance, and team leadership.
• Helped new starters ramp faster by sharing call structures, objection-handling approaches, product knowledge, and customer-service routines that improved confidence and performance consistency.

Oct 2009 – Oct 2011 · 2 yrs · Auckland, New Zealand · On-site

• Coordinated day-to-day warehouse operations across dispatch, inventory control, freight liaison, stock movement, and order preparation for a seasonal, high-volume supply business.
• Improved order accuracy by ~22% by introducing more structured picking, packing, dispatch, and inventory-control routines.
• Increased on-time dispatch reliability by 19% through better freight coordination, clearer warehouse workflows, and improved prioritization during peak periods.
• Trained team members on safe operating practices, forklift routines, stock movement, and practical floor processes, contributing to zero lost-time safety incidents during assigned peak periods.
• Improved warehouse execution during busy seasons by bringing stronger structure, communication, and consistency to dispatch and stock-control workflows.

Sep 2008 – Oct 2009 · 1 yr 1 mo · Auckland, New Zealand · On-site

• Led high-volume production for a hospital kitchen serving 500 meals per shift under strict hygiene, timing, and compliance requirements.
• Maintained 100% adherence to food-safety and hygiene standards while supporting consistent output, smooth shift execution, and reliable service delivery during peak production windows.
• Coordinated preparation, service timing, and station handoffs under pressure, improving team throughput and reducing service disruption during busy shifts.

Aug 2007 – Sep 2008 · 1 yr 1 mo · Auckland, New Zealand · On-site

• Ran a kitchen section end-to-end across prep, service, quality control, stock awareness, and junior team support in a fast-paced restaurant environment.
• Supported 150+ covers per busy service, maintaining consistent output, timing, and quality during peak periods.
• Trained junior team members on prep routines, station organization, and service standards, improving section consistency and reducing preventable service issues by 20%.
• Earned multiple internal performance recognitions for reliability, teamwork, service consistency, and execution under pressure.

Mar 2006 – Aug 2007 · 1 yr 5 mos · Auckland, New Zealand · On-site

• • Ran a kitchen section end-to-end (prep, service, quality) while supporting stock control and training juniors → improved service consistency during peak periods and earned multiple internal performance recognitions.

Mar 2004 – Mar 2006 · 2 yrs · Auckland, New Zealand · On-site

• • Delivered fast, consistent customer service in a high-volume environment by mastering station routines and peak-time coordination → maintained strong accuracy under pressure and earned repeat recognition (e.g., Employee of the Month) through reliable performance.