Custodian of customer experience and business operations enablement. Driving solutions to sustainably scale platform operations. Exploring problems expressed by stakeholders across cx, sales, and management, sketching solution options and data design. Working closely with sales to onboard new integration partners quickly and efficiently. Successfully streamlined new partner onboarding - reducing time- to-service from weeks to hours. Designing reports and dashboards for stakeholders, including consultation booking, completion and utilization across time, entitlement provisioning and usage, revenue and cash collection. Coordinating with development team to explore solutions and expressing user journeys, acceptance criteria and test cases to bring features to users. Training and enabling users of back-end features, telephony, and related apps.

Lysn | Apr 2022 - Sep 2022

Customer Experience Technology

Salesforce implementation and contact center tech roadmapping and deployment. Evaluating existing client onboarding processes and scoping new process flows for scalability and ease. Internal technology issues evaluation and triage, record keeping and automation using Monday.com. Business analysis for all things customer experience.

Autovista Group | May 2021 - Apr 2022

Salesforce Business Analyst & Administrator

End-to-end management of solutions to highly customized, global Salesforce instance, including requirements gathering, training, UAT and support. -Managing Release Calendar -Business systems business analysis - user stories, collating feedback, -Global Docusign integration project involving 20 countries and 100+ users -Building Reports and Dashboards for senior management -Salesforce case assistance -Global training and onboarding, creating documentation and videos -Process inputs as a User-Admin

Glass's Information Services Australia | Aug 2019 - Mar 2022

Customer Experience Representative

-Responsible for account administration, banking and debtors reports. -Salesforce Lightning Superuser - responsible for training of new users, demonstrating new features and troubleshooting future updates. -Preparing and checking renewals for subscription customers. -Maintaining our customer database and Salesforce account details. -Generation of tax invoices for monthly, quarterly, six-monthly and annual renewals. -Chasing of outstanding payments and recording of payments on weekly debtors report. -Reception duties including incoming phone queries, providing sales support and phone transfers. -Secondment as Assistant Account from May 2020 to April 2021

My Education

Take a look at my formal education

Bachelor of Commerce (B.Com.), Economics and ManagementUniversity of Melbourne | 2017

A-Levels, Geography (A*), maths with mechanics (A*), business studies (A), economics (C)Kenilworth Castle Sixth Form, UK | 2013

About Me

Data-focused product manager, experienced in Salesforce, telephony, sales operations and data platform considerations. Open to job discussions in Australia or AsiaPac region, remote.

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