Jul 2023 – Present · 2 yrs 11 mos · Hybrid

• I drive retention, product adoption, and revenue growth across a large, diverse customer portfolio through scalable customer success strategies.
• Alongside a scaled approach, I manage a targeted book of business, delivering high-impact engagement to key accounts. I use data to identify churn risk, adoption trends, and expansion opportunities, taking proactive action to improve customer outcomes.
• I design and optimise automated lifecycle journeys and playbooks to deliver personalised engagement at scale, balancing efficiency with customer experience.
• With strong commercial acumen and deep product knowledge, I partner closely with customers to align Shippit’s solutions to their goals, driving measurable value and long-term growth.
• I also collaborate with marketing and events teams to plan and deliver customer-facing events that strengthen engagement and brand experience.
• Tools: Salesforce, Intercom, Zendesk, Customer.io, Looker.

Jun 2022 – Aug 2023 · 1 yr 2 mos · Hybrid

• Focusing on merchants who have high contract rates, my work is focused on analysing data from inbound contacts to understand the customer's journey and identify the most frequent issues they encounter. I work with clients to proactively resolve and reduce contact rates to ensure a better customer experience.

Apr 2021 – May 2022 · 1 yr 1 mo · Sydney, New South Wales, Australia · Hybrid

• As Customer Experience Manager, I was responsible for supporting a large portfolio of customers across revenue growth, retention, product adoption, and support, ensuring they were set up for long-term success on the platform.
• I partnered closely with both suppliers and wholesale customers to drive engagement and maximise value, providing guidance on platform usage, resolving issues, and identifying opportunities to improve performance and outcomes.
• I was the primary support lead using Zendesk, managing customer enquiries end-to-end, maintaining high service standards, and ensuring timely, effective resolution of issues to enhance the overall customer experience.
• I played a key role in delivering customer-facing events and brand activations, including tap takeovers, beer tastings, and canning events. I collaborated with internal teams and suppliers to plan, coordinate, and execute these initiatives, strengthening customer relationships and increasing brand visibility.
• Through a customer-first approach, I built strong relationships, supported adoption of the platform, and contributed to improving overall customer satisfaction and retention.

Dec 2020 – Apr 2021 · 4 mos · Sydney, New South Wales, Australia · Hybrid

• As a customer service agent, I was responsible for the delivery of customer excellence. This includes the administration of jobs including work requests, liaising with customers and contractors, and glaziers and driving work completions via their contractor network.

Jun 2019 – Dec 2019 · 6 mos · Auckland, Auckland

Jun 2015 – Aug 2017 · 2 yrs 2 mos · Sydney, New South Wales

Aug 2017 – Jun 2019 · 1 yr 10 mos · Sydney, New South Wales, Australia · On-site

• My responsibilities were to provide administrative and organizational support to the magazine's executives, editors, and other staff members. I was the point of contact for managing their schedules, coordinating meetings, and handling other day-to-day tasks to ensure that everything runs smoothly.

Jul 2014 – May 2015 · 10 mos · Sydney, New South Wales, Australia · On-site

Jan 2013 – Jul 2014 · 1 yr 6 mos · Sydney, New South Wales, Australia · On-site