While working in the Enrolments team during November 2021, I was a pivotal member of a CRM transformation project transitioning from Childcare CRM to HubSpot. I lead the redesign of the customer journey, aiming for an enhanced and seamless Customer Experience. This was where my passion and understanding of Customer Experience and customer success strategies thrived, and has been growing ever since. As a Customer Experience Specialist at Only About Children, I lead initiatives to optimize and enhance the customer journey, from initial lead to enrolment, across our CRM platforms. With a strong focus on data-driven insights and collaboration, I’ve helped improve CRM workflows, customer communication strategies, and annual projects impacting over 80+ campuses.My key achievements have included revamping our family survey and follow-up process improving our NPS score overall as well as response rates and improving our internal average close the loop timeframe. Additionally, I have designed and implemented the end-to-end customer journey for Back-Up Care, ensuring seamless care solutions for families and minimizing workplace disruptions. As the key lead for CRM Management within the business, I continue to drive improvements in customer satisfaction and loyalty.Some of responsibilities as a CX Specialist include:• Developing and improving the CRM customer journey from Lead to Enrolment, including continuing this until the family ends their enrolment• CRM workflow and data management• Stakeholder relationships with all customer experience initiatives and projects• Managing our enrolled family communications • Collecting and analysing customer data• Collaborate with cross-functional teams to implement strategies for improving NPS

In my role as an Enrolments Consultant at OAC, my primary objective revolved around meeting personal, regional and group occupancy targets. • Enrolment Management: Overseeing the end-to-end enrolment process, I further developed commination skills and provided exceptional sales and administrative support during the customer journey. From handling inquiries to managing waitlists, my focus was always on building rapport and providing a seamless experience for families.• Customer Relationship Building: Building strong relationships with families is at the heart of what I do. Whether through personalized communications, addressing concerns, or organizing community events, I strive to create a supportive and welcoming environment that fosters trust and loyalty.• Occupancy Optimisation: With a keen eye on occupancy targets, I continuously analysed enrolment data to identify opportunities for growth. I was responsible for delivering occupancy across seven campuses in NSW East and City Region, with a number of these campuses achieving over 95% occupancy. • CRM Management and Business Rules: Day to day use within Childcare CRM nurtured an understanding and passion for how CRM systems work. This grew to becoming responsible for building business rules within the CCRM platform, including configuring automation to streamline the enrolment process and enhance overall efficiency and maximise occupancy rates.• CRM transformation: Leveraging my experience within Childcare CRM and a strong understanding of our customers, I was a key stakeholder in the business’ CRM migration to HubSpot.

Working as a support function for the Account Managers at Bibliotheca, I was contacting prospective, and existing customers, understanding their needs and setting up meetings with the AMs. Within the role, I developed rapport-building skills with current Bibliotheca customers by upselling them to the latest Bibliotheca products/ solutions. I also provided administrate support for the AMs in preparing customer, following up the quotes and closing sales.

Bibliotheca is the world's leading technology RFID supplier dedicated exclusively to libraries. Working in the Marketing department during my University placement year I was involved in two global product launches, responsible for the pre-planning and follow-up of exhibitions and conferences, running the social media platforms and managing the company's CRM system.