Founded in 2005, Kerryn created Virtually There to provide a specialist support service to small and medium businesses, to assist them to manage their business systems and tools. Kerryn recognised a major gap in the technical support available to Australian businesses using Zoho CRM, which she wholeheartedly believed was a fantastic, cost effective and user friendly CRM solution. The only downfall was the limited support available from the international software provider. So she set about becoming a Certified Zoho CRM Consultant. Kerryn was one of only 2 original Certified Zoho CRM Consultant's in Australia.Since then, the CRM product and Zoho, has progressed substantially, and continues to this day to constantly improve its user interface to improve the user experience in many of its products.Kerryn supports everything Zoho and is a ZOHO Authorised Partner, a ZOHO CRM Approved Provider (ZAPP) and a Certified ZOHO CRM Consultant She provides the following:- Project Management – End to end CRM implementation projects - Process mapping to capture client sales and marketing journeys and business systems- Solutions Consulting – customise solutions specifically for clients needs across multiple complex systems- Technical Scoping for developers to implement integration and automation requirements- Extensive testing of development works- Builds ongoing rapport with all clients leading to multiple referrals and ongoing business relationshipsWhether an existing user or new Zoho customer, Kerryn can provide her years of experience in planning, implementation, automation, integration, training and ongoing support to businesses of any size with a range of Zoho products.Kerryn has extensive experience in the majority of the Zoho One and Zoho CRM Plus bundle products, in particular:- Zoho CRM- Zoho Desk- Zoho Projects- Zoho Campaigns- Zoho Forms- Zoho Sign- Zoho Survey

Customer Consulting Group (CCG) help growing businesses and government bodies, build better relationships, increase productivity and reduce paperwork by designing, implementing and supporting business software solutions that leverage world-class products from reputable vendors.Our expertise is spread across the following areas:Customer Relationship ManagementDigital FormsDocument ManagementElectronic SignaturesE-mail & CalendaringHuman Capital ManagementOnline PresenceSocial EngagementTo minimise delivery timeframes and the associated investment required to implement a solution in the above areas, Customer Consulting Group has become authorised and certified partners of vendors such as Microsoft and Zoho.Leveraging my experience as a Zoho Partner since 2011, I have joined the growing team at CCG as Zoho Delivery Team Lead to support our incredible consultants and clients and to assist CCG to become the Zoho Partner trusted by users to improve their work lives through better relationship software.

Squirrel Business Hub helps businesses make decisions based on numbers, increase conversion, provide more consistent service, better measure the activities and results of your team and ensure you know what is really happening in your business.We help business owners move AWAY from juggling client information and lead generation in spreadsheets, relying on their memory to catalogue leads, suppliers and client orders, TOWARDS a more systemitized and reliable approach.Through consultation and collaboration, our business services provide you with the expertise and training to harness the power of cloud-based client relationship management (CRM) and other systems to:• track every phone call, email and face-to- face meeting• follow up leads that don't convert straightaway• make sure you’re not letting sales slip through your fingers• allow automatic updating of client details, eliminating manual data entry anderrors• automate processes such as sending email campaigns, making bookings,scheduling, and creating proposals and invoices• facilitate and improve reportingWe will help you build a business you can sell.

- Managing workload of developers and CRM consultants- Training and mentoring consultants- Trouble-shooting issues raised by consultants or clients- Developing processes to streamline the Squirrel client and consultant experience- Scope, develop and implement new Operating platforms depending on Client needs- Project Management – manage several projects from end to end at any one time- Create process maps for Clients- Research new software, integration possibilities and propose new opportunities to existing clients- Develop and implement Marketing campaigns and strategies - both email and social media as well as SMS as needed by clients- Solutions Consulting – customise solutions specifically for clients needs across multiple complex systems- Developed a wide range of complex reports for several different Industries within Zoho CRM- Build fantastic rapport with all clients leading to multiple referrals and ongoing business- High standard and feedback of Customer service

Bid Management - coordinate and prepare responses to Asia Pacific tenders (RFP/RFT/RFI)Assistant to Sales and Marketing Director, Asia PacificAssistant to 30 Corporate Managers across Asia PacificAsia Pacific Salesforce.com AdministratorDocument ManagementManage Sales and Marketing AdministratorAdministrator of company Internet and Extranet site

Responsible for maintaining and developing relationships with 20 major account clients

Surveillance: Attention to detail and report writingFactual Investigation: Interviews and report writing

Complaint managementDriving strategies or solutions to prevent repeat issues or growing areas of concern causing customer issues Administration, including Data Validation Educating the company about Regulatory IssuesAnalysis of policies, procedures, terms and conditions to ensure changes are Customer friendlyLiaising with Australian Federal Police and third party companies regarding Security/Fraud Investigation of Dial-up Customer accountsAccount reconciliationCreated Access complaints databse

Investigate and determine complaints from residential and small business customers about all matters relating to service, billing and the manner of charging for telecommunications services.Transcription of live complaint callsVerbal negotiation with consumers and providers involved in a complaintCase Management with set guidelinesAnalysis of cases from jurisdiction to resolution methodPreparation of complex written correspondenceContribution to induction and training of new staff

Staff Management of up to 10 Customer Service Representatives, including Roster Management, Payroll Management, Staff Recruitment, Daily delegation of work and Staff Performance ReviewsHead Liaison to National Sales TeamCustomer Service/SalesImplementation of Management Policy and enforced complianceInvestigation and resolution of customer complaintsProject ManagementCredit approval, account reconciliationIdentified and investigated fraudulently accessed internet accounts, resulting in the recovery of lost revenue of approximately $15,000 in a period of 2 months.Directed Engineers to generate account investigation systems to aid resolution of suspect accounts, minimising the requirement of manual searches and human error, which increased results and productivity.Recognising an increase in billing complaints, enlisted programmers to run daily high usage reports. Analysis of the usage and determining the problem, notified customers following first occurrence which prevented excessively high usage charges and minimised customer complaints.Wrote training manual and cross-trained all Customer Service staff in all aspects of the Customer Service roles. Ultimately, all staff were specialists in all areas of the role, increasing strength in the team.