Jordan Carter Email & Phone Number

Melbourne, Victoria, Australia

Lead a dynamic team of Customer Success Specialists adept in both Onboarding and Support roles, driving exceptional customer experiences and fostering business growth;- Serve as a hands-on leader, addressing customer escalations with finesse and providing additional support where necessary- Champion a culture of excellence in customer service through ongoing coaching and development initiatives- Collaborate cross-functionally to optimise workflows and enhance customer success metrics- Develop and maintain comprehensive documentation and training materials- Ensure seamless onboarding for new team members and clients, including personalised training and strategic sessions- Conduct quality assurance reviews and offer constructive feedback- Took ownership of customer lifecycle management, ensuring successful transitions and continued satisfaction- Demonstrate expertise in Clio's products and workflows, tailoring onboarding experiences to individual client needs- Proactively troubleshoot issues and liaise with relevant teams for resolution- Collect and relay valuable product feedback to the Product team- Exemplify Clio's values in all interactions and initiatives.

Australia

Helped with unlocking the full potential of innovative legal technology. As a Senior Onboarding Specialist at Clio;- Hosted daily live training sessions, leveraging Zoom, CSAT, and Salesforce to engage attendees and drive product adoption.- Identified critical milestones indicating a client's "first value" and orchestrated strategies to expedite its realisation, ensuring clients harnessed Clio's full potential.- Managed multiple client cases concurrently with meticulous attention to detail, meeting strict deadlines and tasks.- Took full ownership of customer portfolios, proactively mitigating churn risks and maintaining account health beyond the onboarding phase.- Collaborated closely with Sales, Customer Enablement, and Support teams globally, serving as a vital liaison for APAC clients and advocating for their unique needs.- Contributed expertise to shape processes, enhance our knowledge base, and fostered strong customer relationships in the local market.

Vancouver, British Columbia, Canada

Oversee and coordinate all account management activities and deliverables; Maintain communication and coordination with Sales, Marketing, Support, Product and executive team members. While supporting team members with coaching, training, and identifying revenue opportunities and iterations required for ongoing projects.

Vancouver, British Columbia, Canada

As a Subject Matter Expert and Senior Account executive I build strong relationships with our clients and execute Projects that ensure team targets sales targets are reached while preventing churn.

Vancouver, Canada Area

Connecting with customers on delivering value, and to enable relationships to guide the customer to first value, further value and help improve workflows. Managing any incoming refund requests and some accounts who may be looking to cancel.

Vancouver, Canada Area

Helping users effortlessly and efficiently use the software that will change the legal practice forever. Answering simple through to complex queries on workflows, new features, and integrated applications to assist new and experienced users of Clio via email, phone or chat.

Melbourne, Australia

Team Leader of 25 call centre consultants striving to push NPS results and First Call Resolution. A centre point for complex queries, conflict resolution and finding creative solutions. Created fair guidelines of behaviour between team members and motivated cross pollination of knowledge between insurance, superannuation and investments. Developed effective communication channels between multiple departments to achieve customer centric outcomes and changed process procedures to increase efficiency with understanding.

Melbourne, Australia

Receiving inbound calls and making outbound calls to existing AMP customers for the purpose of engagement, relationship building, education and retention. Facilitating the right conversation in order to identify the customer's needs and effectively communicating the features and benefits of the products within the general-advice boundaries. Having comprehensive product knowledge and understanding the nature of the customer's call, has led to resolutions and insightful feedback.

Melbourne, Australia

Received calls relating to insurance enquires across a variety of new and legacy products. Ability to navigate and source information from multiple internal systems while holding a conversation with financial planners, third party brokers and policy owners. Developed and maintained an in-depth knowledge of products and services including the legislative, technical, industry and organisational environment in which AMP products operate.

Wellington

Accepted inbound calls that related to highly sensitive passport information in order to relay appropriate answers to both simple and complex queries. Accessed confidential records on multiple databases for clients, while dealing with the hazard of enquires from fraudsters. Coped with highly stressful situations in variety emergencies while following strict legislative guidelines. Also provided assistance regarding “igovt” logins and replied to client emails pertaining to citizenship, visas, passport qualification and progress updates.