As a Sr. Implementation Consultant, I was responsible for implementing Hootsuite's stack of digital marketing solutions and helping users get the most out of their investment. I have worked with an extensive list of clients across APAC giving me extensive experience with managing technology implementations in a wide range of industries and led digital transformations to some of the largest brands in ANZ. • Project, program & Account Management• SaaS Implementation of all Hootsuite Technology Stack• Platform Training & Strategy Training• Workflow development for particular use cases• Social Media Strategy & Analytics• Build and maintain internal reporting tools from Professional Services, sales and success using Excel• Consulting on pre-sales calls for services, delivering implementation timelines and statements of work • Crafting, aligning and documenting professional services processes both locally and globally• Conducted product enablement sessions to APAC team• Created and delivered several Customer Success Webinars.Outside of my daily responsibilities I have also worked with a multitude of our ISV partners.Some of the technologies I have worked with are:Hootsuite Enterprise, Hootsuite Insights powered by Brandwatch, Hootsuite Amplify, Hootsuite Ads, Hootsuite Impact, Facebook Ads, Instagram Ads, Google Analytics, Mavenlink, Tableau, Talkwalker, Brandwatch, Review TrackersHighlights:Q4 2019: Won the Team Player for my first quarter in the businessQ4 2019: Enabled Meltwater peers on Hootsuite platform so that they could sell and service Hootsuite Enterprise - ongoing support offered to this teamQ1 2020: Created a Hootsuite Ads enablement session and upskilled the Customer Success Team on how to best service this productQ2 2020: Created a services calculator to help sales team calculate training and services packages for complex dealsQ3 2020: Created a services menu for Professional Services offerings to streamline sales process

I was brought on board with Acer Computers as a Key Account Coordinator (KAC). With Acer, my main duties included.- Responsible for pulling Daily Open Call Reports, which includes all data of open calls for retail and key customers. This was emailed to the KAC team - based in both Australia and Manilla - Responsible for reviewing all open calls for my designated customers, including Education ACT, Reece Plumbing and Hays Recruitment.- Once all data was reviewed I compiled a report which was emailed to each client outlining all the open calls and what actions were to be taken- I liaise with our Spare Parts team, and warehouse team to insure all parts sent are correct and sent in a timely manner.- I liaise with our outsourcing partners and technicians from AWA. This is to insure all calls are completed within SLA and to answer any other questions they may have. - Mitigate any SLA breaches to determine the cause and build a report for each customer.

In addition to the 6-month secondment as Technical Analyst, I was given an enhanced senior customer experience role in November 2015. I still provide superior customer service to buyers and sellers using the StubHub website and app, in addition to the following responsibilities:-Identifying flaws in the website and escalate them to the appropriate department using Jira (an issue and project tracking software)-Representing the customer service team in weekly conference calls with other departments to resolve ongoing issues with the site; consolidate and forward all information to my team-Taking escalated calls from colleagues when they are unable to solve the issue to the customer’s satisfaction or when the customer requests to speak to a senior representative -Acting as Point of Contact for the Customer Service team; assisting colleagues with difficult calls or emails and answering any questions they may have -Managing communications between Customer Service teams in Dublin, Manchester and London-Assessing the levels of calls and emails each morning and creating a daily schedule for the team to maximise efficiency and ensure the highest possible service level -Monitoring service levels throughout the day; allocating colleagues to calls, emails or project work as necessary

Having worked unofficially in this capacity from December 2015, the company provided me with extensive training in their offices in the U.S.A and I joined a dedicated, global, technical analyst team on secondment. In this role, I was responsible for:-Finding site issues through use of Splunk and Jira-Quantifying and escalating issues to product team to resolve the issues and release fixes-Beta testing new aspects of the site before they go live and advising of any potential issues-Working with Customer Service to troubleshoot any errors any user may have, I.E. password resets, checkout errors, et cetera

Provided customer service to users of the website and app, which included:-Handling buyer and seller queries-Assisting buyers in creating accounts and purchasing-Assisting sellers in creating accounts and listing-Identifying sales opportunities -Identifying areas of improvement on site-Skilled use of Siebel and Kana systems-Upskilling through project work

Supporting all aspect of customer queries and sales, including after-care support.