Jami Irwin Email & Phone Number

Australia

Sydney, New South Wales, Australia

- Master of Ceremonies and keynote speaker for Monday.com’s annual conference, Elevate 2024 APJ- Advocates for customers by passing along constructive feedback, while maintaining an understanding of department priorities and company objectives. - Cultivates trust with customers to understand their needs, interests and dilemmas. Presents scalable solutions that drive and maintain customer loyalty. - Demonstrates patience and resilience, not allowing customers’ frustration or language to impact their quality of service.- Provides guidance to peers when dealing with complex customer interactions. - Identifies opportunities for increased efficiency and maximised customer delight.- Advises, mentors and empowers teammates, helping them to simplify and rationalise the best course of action to find the right solutions.- Facilitate new hire onboarding and continuous training- Positions themselves as the first-line resource regarding customer de-escalations, facilitating or supporting more ‘delicate’ or sensitive interactions experienced by CXA colleagues- Coaches and advises CX colleagues on de-escalation and diffusion techniques, taking ownership where necessary

Sydney, New South Wales, Australia

- Provide personalized, effective, and insightful support to customer inquiries via multiple channels.- Understand Monday users' varied needs and ensure their success with monday.com. - Empower Monday customers to achieve their goals and overcome their challenges with the platform. -Serve as an ambassador for Monday customers with the rest of the monday.com team to ensure that our product always serves our customers’ needs and expectations.- Collaborate with Monday development teams to identify, reproduce and report bugs until resolution.- Educate Monday customers on new and existing features, best practices, and a variety of use cases across industries. This is achieved by planning and hosting online demos, consultations, and screen shares on both a one-to-one and one-to-many basis.

- Assist and train a team to provide excellent customer support and carry out administrative duties as well as liaise with company management to support and implement growth strategies.- Enhance customer experience and relationship through development of team skills and processes,governing sales order management.- Take/process orders by phone or email and ensure these are confirmed in line with available capacity and stocks.- Build a highly engaged and productive team by constantly looking after the team’s development,performance & wellbeing.- Manage the Customer Services Team; organise & supervise the activities & work of the team to ensure that all work within the team is carried out efficiently & in accordance with operating procedures and policies.- Together with the Sales team further develop the CRM system to provide effective, timely complainthandling & customer relationship enhancement- Continuously look for ways to improve workflows and benefit communication & response times- Develop departmental KPI’s such as OTIF & SO input accuracy- Optimise supply chain within space, cost and capacity constraints.- Know the Company’s products inside & out to step in on complex or escalated customer issues

Sydney, New South Wales, Australia

- Plans, executes, and supervises guest experiences, tours, classes and private events with up to 50 people. - Developed, implemented and currently facilitating ongoing rollout of new onboarding and training program for a team size of approximately 30 employees.- Maintain the performance of team members by regularly reviewing KPI’s in quarterly performance reviews as well as regular individual check ins to help them meet their professional goals. - Responsible for creating, developing, and testing new experiences and tours to include updated product line and in line with cultural and company values. Including, drafting and editing existing and new experience scripts to ensure information is passed down clearly to other experience hosts. - Responsible for overall revenue of Archie Rose Cellar Door and Archie Rose Experience products including managing and maintaining rollout of new products in retail space, stock organization and retail display. - At times required to be “face” of business for external marketing. Including social media presence, tourism & travel industry videos and external communication, and personal ticketed events (e.g International Women’s Day) - Project managed local business functions by ensuring cross department collaboration across Senior Management, distillers and warehouse functions.- Assisted and maintained business operations during COVID-19 pandemic where necessary including functions in HR, Procurement, Warehouse, and Event planning teams.

Sydney, New South Wales, Australia

Facilitates experiences in the distillery space of Archie Rose Distilling Co. Successfully plans and executes events and experiences for guests ranging from tours of the distillery to creative gin and whisky blending classes. Exhibits knowledge of bartending and and exceptional hospitality guest service.

Lake Buena Vista, Fl

Tour high-end clientele, providing premium access and service to Walt Disney World Parks & Resorts. Develop a complete working knowledge of the Walt Disney World resort area. Work autonomously with guests to make decisions in a dynamic work environment. Supported tour team in various roles to ensure the standard of quality for tours within the park. and increase revenue for the Walt Disney World Resort.

Keys to the Kingdom and Disney's Family Magic ToursPremiere access Tour Guide for select guests providing history, insight and service to the Magic Kingdom Theme Park. Worked autonomously with assigned clientele to provide personal and prioritized services and decisions in a dynamic work environment. Engaged guests with immersive storytelling and play with assistance from the network of multiple departments within the Walt Disney World facility. Provided supervision and support to ensure a standard of care, quality and excellence for specialty group tours and guests, as well as efficient operations for active tour guides.

Lake Buena Vista, Fl

Developed a complete working knowledge of the Walt Disney World resort area and its associated facilities. Rapidly learned and mastered varied specialty computer programs used for various systems within the business. Provided guests of Walt Disney World with informative and impeccable guest service as well as immediate recovery to ensure a memorable and excellent stay. Given autonomy to make high level recovery decisions under pressurized situations. Including situations of varying monetary value. Partnered with other resort areas to aid guests with dining, lost and found and other guest issues to over 50,000 visitors per day. Actively developed and improved working proficiencies through career development opportunities and attendance of “Disney University”.

Lake Buena Vista, Fl

Top 10% applicant for premiere tutelage program which adhered to national education science standards. Directed and facilitated specialty classes of students on the topic of physics through practical learning and use of Walt Disney “imagineering” live examples. Encouraged participants ages to apply problem solving techniques to unique situations and pushed them to articulate individual thought process to everyday situations.

Worked with education professionals on the development and execution of interactive syllabi with a focus on location based environmental themes and conservation. Encouraged children immersion and interaction with use of problem-based curriculum which inspired students to take an active role in their learnings of marine habitats and locations show cased within Disney’s Animal Kingdom and Nature Reserve. Facilitated and managed learning programs for Seas Youth Education Series which included overseeing and managing education activities for large groups of people (children to adults). Managed and constructed marketing campaign for company wide intranet to promote day camp program to other employees

Orlando, Florida Area

Journey Into Imagination with Figment and the Disney and Pixar Short Film FestivalPerformed daily safety and show checks to make sure the attraction was safe and show ready. Operated ride vehicles. Brought elements of the attraction story to life using themed language with guest interactions. Acted as a source of information for guests to inquire more about Epcot and Journey Into Imagination.

Orlando, Florida Area

Sales agent for the Walt Disney World theme parks and resorts complex providing personal, professional and knowledgeable vacation planning for Disney guests. Surpassed area sales averages for park Annual Passes, and consistently achieved 120-140% of area targets. Provided the Disney experience as a front-line representative to individuals, families and corporate clients. Exceeded customer expectations by applying problem-solving skills in a day-to-day, high-pressure work environment.

Webster, Wi

Managed a team of 30 staff members and directed them in planning and executing programming for over 150 campers daily for 9 weeks. In addition, designed program regalia, dealt with camper and staff issues, and communicated with other programs at camp as well as parents. Designed camper and staff regalia. Oversaw production of a musical performed by 93 ninth grade students.

Mall Of America, Bloomington, Mn

Brought magical moments to the Mall of America. Gained cash register experience and intense multitasking skills at one of the busiest Disney Stores in the country. Helped guests bring home their "Once Upon a Dream" items and kept the store a fun, creative, and safe environment.

Downtown Disney

Merchandise Cast MemberHelped guests find their "magical merchandise memories" through the creation of magical moments and exceptional guest service. Worked closely with an array of diverse cast members and guests.Used verbal and non-verbal communication to communicate with guests from around the world.