Resume

EDUCATION: RMIT – Customer Experience Strategy and Design, May 2021

Iowa State University, Ames, IA | Master of Science, Human Computer Interaction, May 2013

Rochester Institute of Technology, Rochester, NY | Bachelor of Science, Information Technology and Psychology, May 2010

TECHNICAL SKILLS:

  • Customer Experience skills in Active Listening, Facilitation, Interviewing, Questionnaire Design, Conflict Resolution, Quick Thinking, Usability Testing, Writing, User Empathy, Mentoring, Coaching and Training
  • Technical Skills in HTML, CSS, Bootstrap, WordPress, Technical Writing, Excel, Public Speaking, Research Writing, Data Analysis, MS Office Skills, Product Knowledge

WORK EXPERIENCE:

       Enterprise Product Specialist, FareHarbor. Sydney, Australia. March 2019 – Present

  • Solve tickets and answer incoming calls via Zendesk for top-tier APAC clients to resolve challenging dashboard issues, provide SEO and business advice and help resolve payment processing issues.
  • Train Enterprise clients on how to use the software effectively for their specific business needs which have included stakeholders as well as their own employees.
  • Proactively assist high performing Enterprise clients on effective solutions and recommendations through meetings and keeping the client informed of any product developments. With frequent software updates, it’s pivotal that I keep the client informed throughout the process.
  • Mentor and train all new hires for entire APAC Support team which consists of 8 employees as well as Onboarding to help others succeed in their roles. As part of my mentoring and coaching, the APAC Support team is one of the highest performing teams globally.
  • Have a positive attitude and sense of urgency to deliver an exceptional customer experience whilst providing solutions in a timely and efficient manner. I always ensure clients always receive the best-in-class service they deserve.
  • Highest ticket solver in all regions for continuous months. Also, trained other high ticket solvers to excel at their roles.
  • Help develop and guide training plans for technical product specialists in all regions.
  • Best practice champion who helps update and communicate new best practices to the APAC region.

       Solutions Specialist, LogbookMe. Sydney, Australia. August 2018 – March 2019

  • Implemented a CRM tool to effectively monitor sales and account management.
  • Key account management with various stakeholders across a mixture of sectors – healthcare, automotive, FMCG and so forth.
  • Create newsletters for marketing campaigns using MailChimp to improve customer retention and keep customers informed of business progress.
  • Document and report customer feedback issues from various users of a platform through the use of Net Promotor Score and post engagement surveys.
  • Developed surveys to understand and analyze customer satisfaction.
  • Review systems and processes to identify issues that impact quality of service, and ensure strategic plans are implemented.
  • Creating and presenting dashboard reports for key clients to produce key and unique insights.
  • Be a trusted adviser and suggest best practices and immediately address problems and diffuse tensions.
  • Drive renewals and identify opportunities for upselling and expansion among a portfolio of clients.
  • Maintain details of all customer interactions in the CRM tool.
  • Lead on marketing campaigns such as organizing company attendance to national conferences, creating and hosting webinars and the content marketing strategy.
  • Liaise closely with the technical support team, development team and on-boarding to ensure client satisfaction.
  • Help manage support tickets via Zendesk.

       Senior Project Manager, Research Now. Sydney, Australia. October 2012 – July 2018

  • Manage projects from a select group of top-tier clients and technically challenging projects.
  • Build credibility, establish rapport and maintain communication with stakeholders.
  • Update clients on performance, metrics, scheduling and completion of research projects.
  • Stay up to date on latest research and statistical analysis trends.
  • Consult on research questionnaires and create and modify questionnaires according to client needs using survey tools such as Qualtrics, SurveyGizmo, Decipher, Confirmit and SurveyMonkey.
  • Optimize studies for online data collection to be used on various devices such as a PC, tablet and/or mobile device.
  • Mentor and train colleagues in the team environment.
  • Proactively anticipate, troubleshoot, overcome and escalate research project challenges.
  • Perform expert reviews on various design elements of a sampling tool.
  • Document and report usability issues for sampling tool.
  • Subject matter expert for a service desk run through JIRA, an issue tracking tool, where I provide support for technical problems using various technological tools.

       Usability Engineer (Contract), The Kohl Group. Irving, TX. August 2012 – October 2012

  • Developed usability test plans
  • Performed expert reviews
  • Documented and reported usability issues for a streaming video service.
  • Developed test questions using Qualtrics Survey Tools.
  • Developed scripts for usability tests and recruitment screeners

       Research Assistant, Iowa State University. Ames, IA. August 2010 – August 2012

  • Developed research materials such as IRB, development of grant proposals, questionnaires, documentation, etc.
  • Created applications and GUI interfaces using Python.
  • Constructed and published multiple articles in virtual reality conferences and journals.
  • Used physiological sensors to detect differing states such as blood pressure and heart rate. 
  • Designed experiments in immersive virtual reality environments.
  • Evaluated and graded homework, papers and examinations.
  • Communicated with students to assist with problems and to provide feedback.
  • Inform students on submitting and completing classwork.

References Available Upon Request

Permanent Resident of Australia