Customer Service Representative/ inbound sales Teleperformance 2006 - Oct 2008 · 2 yrs 5 mos Customer Service Representative SPRINT ACCOUNT US ​ Role: Primary contact for customers, committed to exceptional service. ​ Responsibilities: Customer Interaction: Manage calls, chats, emails, and social media inquiries. Inquiry Handling: Provide accurate answers about products and policies. Problem Resolution: Address complaints and process refunds efficiently. Order Processing: Handle orders, payments, and account updates. Product Knowledge: Stay informed about all company offerings. Customer Education: Guide customers on product features and usage. Documentation: Record interactions and resolutions in the CRM. Sales Support: Engage in upselling and cross-selling opportunities. Key Focus: Customer Satisfaction: Deliver effective and friendly service. First Contact Resolution: Resolve issues during the first interaction. Efficiency: Manage high volumes of inquiries while maintaining quality. Empathy: Understand and address customer needs. Metrics: Customer Satisfaction (CSAT): Gather insights from feedback. First Call Resolution (FCR): Achieve high-resolution rates on first contact. Average Handle Time (AHT): Optimize interaction duration. Contact Rate: Maximize the volume of inquiries handled. Adherence to Schedule: Maintain productivity. Quality Assurance (QA): Meet high service quality standards. Sales Conversion Rate: Measure the success of sales and upsell effortT
Responsibilities: Handle inbound calls (connected vehicles/landlines). Persuade customers to stay. Upsell/cross-sell services. Troubleshooted customers' satellite radios, online accounts, apps and OEM programs. Retention/sales targets. Use CRM. Key Focus: Customer retention. Sales through service. Customer satisfaction. Metrics: Retention rate. Sales conversion rate. CSAT. AHT. Call quality.
Collections Specialist, ANZ Bank (AU) Nov 2013 - May 2015 · Role: Manage and recover outstanding debts. Responsibilities: Contact customers about overdue accounts. Negotiate payment plans. Manage a portfolio of delinquent accounts. Perform skip tracing. Support legal action (if needed). Adhere to regulations. Report on collections activities. Handle credit reporting. Key Focus: Debt recovery, Customer relations, Compliance. Skills: Communication, Negotiation, and Problem-solving.
Role: Manage SDR / Account Manager Crayon Channel APAC region Jul 2015 - Aug 2020 Managed Service Provider (MSP) Located in the Asia Pacific region, Crayon Channel APAC was formerly Rhipe, and it specialized in licensing and channel sales of software for various vendors. It focused primarily on delivering cloud-based solutions to end users via channel partners. Primarily act as a channel partner for vendors like Microsoft, allowing them to manage and deliver cloud services to their customers through a subscription model. During my time at Crayon Channel APAC as an SDR/Account Manager, I handled many responsibilities, which were all geared towards growing our revenue and ensuring our clients were satisfied with our services. This included building and maintaining strong relationships with key decision-makers within client organizations, proactively identifying upsell and cross-sell opportunities, and developing comprehensive account plans to maximize client value. I worked closely with the sales team, providing support and ensuring the seamless execution of sales strategies. My experience in sales began with an SDR role at Rhipe, providing me with a solid foundation for my subsequent success at Crayon Channel APAC. SDR (Sales Development Representative): Role: Generate and qualify leads for new resellers and partners. Key Focus: Lead generation (inbound/outbound) Lead qualification (needs assessment, fit). Pipeline building. Responsibilities: Prospecting and outreach. Lead nurturing. Scheduling meetings for Account Managers Account Manager: Role: Manage existing reseller and partner relationships, driving revenue growth. Key Focus: Relationship management. Upselling/cross-selling. Partner enablement and support Responsibilities Account planning and strategy Contract negotiations Revenue generation Partner onboarding and training.
Loyalty Advocate Atlassian EMEA SMB Customer Success Manager Aug 2020 - 2024 ​ Role: Drive customer success and maximize customer lifetime value within the EMEA region, focusing on building loyalty and advocacy. ​ Responsibilities: Customer Success Planning: Partner with customers to develop success plans, outlining their goals and how Atlassian products can help them achieve those objectives. Relationship Management: Cultivate strong relationships with key stakeholders within customer accounts, acting as their trusted advisor. Onboarding & Adoption: Support customer onboarding and ensure they effectively adopt and utilize Atlassian products. Value Realization: Help customers realize the full value of their Atlassian investment by showcasing best practices, providing training, and sharing resources. Advocacy Development: Identify and nurture customer advocates, encouraging them to share their success stories and promote Atlassian products. Retention & Growth: Work closely with customers to ensure they remain satisfied and identify opportunities for expansion and upselling. Feedback Collection: Gather and share customer feedback with relevant teams to improve products and services. CSMs are a crucial link for feedback. Collaboration: Partner with sales, marketing, support, and product teams to deliver a seamless and positive customer experience. ​​ Key Focus: Customer success and satisfaction. Driving product adoption and usage. Maximizing customer lifetime value. ​​ Collaboration Values Holistic Customer View: Cross-functional collaboration provides a 360-degree view of the customer, enabling more personalized and effective support. Improved Onboarding: Working with sales and support ensures a smooth transition and seamless onboarding experience. Enhanced Value Delivery: Collaboration with product teams ensures customer feedback is incorporated into product development, maximizing value realization. Proactive Support: Sharing customer insights and potential risks across teams allows for proactive intervention and prevents churn. Increased Customer Advocacy: Collaborative efforts build stronger customer relationships, leading to increased advocacy and referrals.