Ian Herbert Email & Phone Number

Cincinnati, Ohio, United States

- Creation of all Onboarding and Training material across Customer Success team (multiple business lines).- Facilitating said onboarding and training for the entire customer success team (40+ staff across 3 teams).- Management and upkeep of internal LMS system with an outlook for continuous iteration and improvement.- Onboarding and subject matter training for newly inducted team leads.- Refresher training and subject/skill-specific courses ran throughout the year (Conflict resolution/Customer service basics, etc). - Training video editing and presenting- Fostering partnerships with various business stakeholders to facilitate this core function

- Support for Customer Success team in quality assurance, coaching, and developmental growth.- Creating and iterating on Customer success QA framework- Facilitating feedback loop with senior management on key areas of development for team as well as business initiatives.- Identifying areas for improvement in current practices and processes.- Collaborating with the teams and internal stakeholders to facilitate implementation of said improvements. - Review and updating of internal and external help center content.- Live support for L1/L2 CS team during US working hours- Significant project included being point of contact and main facilitator of migration of a product onto a new subscription platform. Including customer comms, troubleshooting and SME advice to engineering and product teams.

Melbourne, Australia And United States

- Responsible for handling inbound and outbound communication with Envato customers across 4 products/brands.- Troubleshooting of technical web and code requests from customers of said products. (Theme and Plugin support)- Signup and Plan management for our subscription model product.- Subject matter expert for one Envato product, creating internal training procedures and managing complaints.- Copyright and licensing claim management across all products, including liaising with legal team for use case confirmation and advice.- Additional responsibilities included assisting with internal escalations for all Products, social media comms, procedural advice, and updates.

- Responsible for all outbound and inbound documentation, internal enquiries, and workflow management.- Facilitation of training and internal presentations.- Updating of office support and administration procedures., including internal knowledgebase management.

- Responsible for and face of student care within the college.- Processing and records management of student transcripts,- Drafting and print running of admission letters & processing of applications via Admissions Office.- A significant project included the management of records updates during the transition from terms to semesters across the college.- Responsible for training new team members and student workers/temps- Creating and maintaining academic catalog reference documentation - Updating and iteration of official documentation regarding admissions, internal procedure, and outbound comms.