Melbourne, Victoria, Australia
I'm a high performing, hard-worker, who is willing to help on any project and give to the best of my ability. I am currently working as a Senior Engagement Manager for ClickUp.
As a Senior Engagement Manager, I am responsible for managing all the onboarding projects within the APAC region. I also act as a consultant and admin services consultant for a number of clients. I liaise with and train all of our new partners that join ClickUp's ecosystem as a service delivery partner. I also scope all the services work that is delivered in APAC and help with team selling at ClickUp.
Responsibilities: - Conduct or support the Design Delivery (onsite or remote) - Contribute to the configuration of the Zendesk application to support the customer’s needs and drive value in their organization - Provide regular communications (verbal and written) to leadership, project teams, and business customers - Make sure team’s work is on track, manage related schedules, meet milestones, forecast resources work according to project plan and bring creative success to the customer experience - Identify and mitigate implementation risks. Handle and control project scope. - Provide summary of implementation costs versus plan. - Lead several projects and customers at one time - Gather requirements and issue change orders and scopes for new and existing customers - Collaborate with presales team for knowledge transfer and for scope change discussion - Collaborate with multiple internal departments at Zendesk such as partner team, product team, support, finance team
As a Professional Services Consultant, I assist with the end to end implementation of Zendesk in Enterprise customer accounts. Responsibilities: Guide and educate Zendesk customers to give them proactive assistance as they onboard and configure their Zendesk Maintain product expertise across the Zendesk product line Collaborate in establishing world-class customer service policies, processes and standards Provide business consultation for customers, capture the business problem we are solving together, and configure their Zendesk in order to meet and exceed expectations Conduct meetings onsite and remotely according to the Zendesk methodology standards Perform issue identification, communication, and resolution for complex issues Respond to high-profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty Manage competing priorities effectively across multiple customers and projects, ensuring on-time completion of action items across the project portfolio Manage projects to a timeline, based on the scope provided, and ensure deadlines are met and any delays escalated Gather requirements and issue change orders and scopes for new and existing customers
As a Senior Customer Advocate I have all the duties of responsibilities of an Associate, however I have some additional expectations. I help onboard and mentor new advocates, ensuring that they offer the high level of customer support expected by Zendesk. I'm also involved in several projects to advance the advocacy organisation strategically. Another responsibility is to help ensure that Zendesk customers have the ability to self-service via our knowledge base with the most up to date content. I contribute to this both by flagging out of date articles and writing articles from scratch. You can see an example article here:
As a customer support coordinator, I am the first point of call when a client needs assistance. I deliver training on our SaaS product, PropertyData, both on site and via webinars. In my role I also develop the content of all our training sessions and webinars. My role includes creating the help centre our clients refer to for support. I also provide high quality technical and account management support over the phone. In the last year, I have also presented to large groups on new legislation to the real estate industry including Q & A sessions.
As the receptionist , I was very important to the branding of REIV, to both visitors and members of the Institute. I was responsible for providing a high level of customer service to internal and external stakeholders both in person and on the phone. I gained experience managing a switchboard in the fast paced environment. I also assisted the senior management team in general administrative duties, including proofing reports.
I currently tutor high-school students from year 7 to year 12 in English, Literature and History. As a tutor I interact with students on a one-on-one basis and have to keep students interested. I also have to maintain a relationship with their parents in order to keep them updated and have good personal organisational skills to be prepared for each lesson.
My responsibilities here included managing clients and reception. I also assisted the director with important correspondence to the Financial Ombudsman Service and hardship applications for clients. I also got a lot of administrative experience and training in communicating professionally with clients.