Greater Brisbane Area
Customer Success and Operations professional with 10+ years of experience across SaaS support, account management, CRM administration, customer service leadership, and business operations. Throughout my career, I have helped businesses improve customer experiences, streamline processes, and drive operational performance through strong relationship management, workflow automation, reporting, and continuous improvement initiatives. My experience includes customer onboarding, customer retention, CRM administration, stakeholder management, project coordination, team leadership, KPI reporting, and process improvement. I have worked extensively with GoHighLevel (GHL), HubSpot, Salesforce, Microsoft Dynamics, Zapier, Monday.com, ClickUp, EverAfter.ai, Financial Cents, and Microsoft Excel. I enjoy solving problems, improving systems, supporting customers, and helping businesses grow through efficient operations and strong customer relationships. Open to opportunities in Customer Success, SaaS Support, Operations, Administration, CRM Administration, Project Coordination, and Business Support.
Led 15–20 Team Leaders responsible for approximately 150–200 customer support agents within a larger operation of 700–900 agents. Improved Customer Satisfaction (CSAT) from 53% to 75%, reduced Average Handle Time (AHT) from 13 minutes to 7 minutes, and increased attendance from 85% to 92% through coaching, KPI management, and operational improvements. Conducted recruitment interviews, performance reviews, leadership coaching, and weekly business reviews while producing operational reports using Excel and Sigma reporting systems. Collaborated with stakeholders across operations, workforce management, and quality teams to improve customer experience and service delivery outcomes.
Provided marketing, administrative, and operational support directly to the business owner. Supported CRM migration initiatives between HubSpot and GoHighLevel, including workflow automation and pipeline synchronisation using Zapier. Created email templates, reminder sequences, and process documentation while managing CRM records, onboarding support, and client communications. Assisted with process improvements and workflow automation to streamline internal operations and customer management activities.
Managed relationships for 70–90 high-value Canadian real estate professionals, serving as the primary customer success and support contact following onboarding. Built and maintained GoHighLevel workflows including email automation, SMS campaigns, opportunity pipelines, and customer follow-up sequences. Created SOPs, ticketing systems, support workflows, and operational processes to improve onboarding, customer support, and retention. Managed CRM administration, reporting, project coordination, and stakeholder communication using GoHighLevel, Monday.com, ClickUp, and EverAfter.ai. Worked directly with the business owner to improve systems, automate processes, and enhance customer experience.
Led 4 Team Leaders supporting approximately 60–70 Account Managers across SEO, Google Ads, websites, email services, and digital marketing solutions. Managed customer retention initiatives with a target of maintaining 90% client retention across assigned portfolios. Conducted onboarding calls, account reviews, renewal discussions, and cancellation prevention activities while coaching teams on customer engagement and account growth. Developed SOPs, reporting processes, and training materials to improve operational performance and customer outcomes.
Supervised account management teams supporting digital marketing clients across multiple portfolios. Monitored KPI performance, productivity, quality, and customer engagement metrics while conducting coaching sessions and performance reviews. Supported onboarding, customer retention, workforce coordination, and process improvement initiatives to improve service delivery and team performance. Assisted in developing team capability through coaching, mentoring, and operational support.