Bradley Pearson Email & Phone Number

Fairfield, Vic, Au

As Operations Manager, I am focussed on ensuring outcomes across all teams. Working closely with the CEO on forecasting, hiring, and day-to-day operations. With the CTO on maintaining an effective development lifecycle from scope to delivery. Management of Sales, CS and Support teams, which at its largest was a team of 10I am the primary person responsible for managing the company's CRM, Customer Success and Sales Support tools.As Operations Manager and Customer Success Manager, I successfully redeveloped our customer onboarding and support methods to be more customer-centric, resulting in a 10% lift in customer retention within a 12-month period. I implemented training and management tools for employees and oversaw the introduction of system documentation across the entire business as well as ISO27001 certification and compliance.Large projects I undertook and oversaw include the operational implementation of HubSpot as our company CRM, the implementation of Customer Success Software, ChurnZero and the development and organisation of company-wide SOP's and internal knowledge base documentation.

As the Customer Success Manager I was the primary responsible person for managing the onboarding and continued success of all customers.I oversaw the entire customer lifecycle from beginning, to renewal and sometimes end. I oversaw the creation and implementation of the product knowledgebase for School Stream. Over the course of my role I continually managed this to improve its effectiveness. I began, in conjunction with the CEO, a thorough review of our customer onboarding process and redesigned it from the ground up.Since the beginning of my role I oversaw and managed a customer base which grew over 250%I assisted in financial forecasting and reporting, was responsible for providing detailed data and analytics of company and customer metrics as well as providing customer feedback to development teams for product improvement

Byron Bay, New South Wales, Australia

As a support specialist for School Stream, I was responsible for conducting training webinars to onboard new customers, handling support queries through Zendesk Tickets and phone enquiries as well as assisting Sales with more complex technical queries from prospective customers

Adelaide, South Australia, Australia

During my time at A Mothers Milk I was responsible for Managing Baristas and floor operations.

As FOH Manager I assisted the founding team to rebrand as 95 Espresso and relaunch the business. 7 months after re-launch we were voted #7 best coffee in metro Melbourne by The Age - Good Cafe Guide. We saw rapid growth from a team of 4 to almost 20 within a short timeframe. Responsibilities were rostering, stock rotation and management, Liquor Licence Management.