Harrison Shaw Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Providing strategic and technical guidance for Zendesk's enterprise customers

Sydney, New South Wales, Australia

Sydney, Australia

Product operations specialist, with experience working on:-Lending originations systems-Core banking system (SAP)-CRM-Customer help centre (web)-Chatbot services (Ada)-Customer support software (Zendesk)

Sydney, New South Wales, Australia

During this period, my responsibilities and accomplishments in this role included; -Owning the customer service deployment through the launch of the bank-Initial growth phase of 0-30,000 customers & $500 million in deposits-Average CSAT of 92%-Median full resolution time of 30 minutes-Hired and trained the Xinja Customer Advocates-Regular 1-1 sessions for feedback and coaching, as well as career planning and goal setting-Reporting & presenting to C-Suite on customer engagement & performance-Data analytics/reporting

Sydney, Australia

Towards the end of 2018 Xinja began a project to white-label and provide the first 'Xinja Home Loans'. With my experience in lending from my time at Westpac, I was promoted to be the first Home Loan Advocate, this role prior to the launch of our product was required to:-Collaborate with the external stakeholders/vendors-Document business processes for internal use and map our end-to-end customer journey-Implement and update the CRM (Zendesk) to prepare it for lending services-Train our services team to prepare them with new product knowledge/ servicing requirements-Assessed and approved the first Xinja home loans

Sydney, Australia

Coming off the back of a roll personal banking and lending career with Westpac, I was part of the first team of Customer Advocates at Xinja. We were responsible for the successful roll out of the first product to our customer base and handling all inbound/outbound inquiries.Due to my experience in banking, I was also responsible for providing training to other team member's, and creating a large amount of the initial process & how to-guides for our department Other responsibilities included VOC reporting and data analytics in the customer engagement space.

Sydney, Australia

Christchurch, Canterbury, New Zealand

Christchurch

Cert Iv Mortgage Broking

Rg146 Tier 2

Design And Visual Communications, General