Maddy Fitzpatrick Email & Phone Number

Newcastle, Nsw, Au

Newcastle, New South Wales, Australia

Mustard Made is an ambitious, fast growing scale up that makes gorgeous, colourful furniture! Founded by two sisters in 2018, and now selling across AU, US, EU + UK with over 200k Instagram followers, I was originally a fangirl + customer before spying my role advertised in the Newy office. I put together a full balls to the walls PLEASE HIRE ME artwork in Canva, and went into the interview resolved I would at least find out the secret (and official numbys) of their crazy repeat rate and what the next release (colour? style?) would be. Luckily they found my enthusiasm amazing not alarming, and we agreed that not only that word of mouth is the best sales technique, but how important customer success is as a part of that!Being a smaller team, I get to try on and wear many hats but always find my focus and main role in customer success 💛

Newcastle, New South Wales, Australia

I joined the startup on the basis of my customer success skills with a strong interest in product management & SaaS, and the desire to continue to work in a role where I feel I am ‘doing good’ for others. Compeat connects athletes (weekend warriors through to international representatives) with sports dietitians via a bespoke Saas platformMy role quickly expanded from part time customer success & tech support, to wearing many hats on a full time basis, often on the basis of ‘well that’s a great idea, do you want to take that on?’ Compeat also diversified with EAP programs and online learning platforms-Ensure every aspect of the business feels heard and important, with product goals needing balanced input from design, development, customer experience, CEO vision, freelancers and users-Collecting product feedback & ideas to the product team-The first point of contact for product questions with an architecture including separate user and practitioner Saas web apps, staging environments, multiple Wordpress sites & three online learning environments/domains-Testing and reviewing product fixes & releases in staging and development -Build and select best case use criteria for company investment across products for pathway programs and internal use e.g. plug-ins, Zapier, Thinkific, etc-Internal and external tech support including replicating, user story writing, testing and user support/contact-Writing & recording documentation for bespoke Saas product use and external comms-Testing & troubleshooting older features, and brainstorming low cost solutions to minimise company spend where appropriate-Account & project manage pathway programs-Monitor, manage & grow customer success operations focussing on repeat and referral sales-Responsible for managing sales, support requests and queries across social, email and internal channels-Lead customer success-touching discussions across varying company areas & help balance user/product needs/priority with business goals

Newcastle, Australia

Student Flights rebranded to Universal Traveller in August 2019, and was the youth dedicated pillar of Flight Centre Travel Group. It was folded in response to the COVID 19 outbreak. - Qualified as a national top seller for the annual global conference in a heavily KPI driven role- The national top seller of Busabout Hop On Hop Off product in 2019 and 2018 - winning a free trip to Italy and Ibiza, and tickets to Tomorrowland music festival. I also surpassed a Contiki incentive for trips sold in 2018 and Topdeck in 2018 & 2019, winning a free tour with the companies of my choice. - Introduced the team to the G-suite and ported all internal communication, rostering, jobs, etc to the platform- Adapted to three different travel systems in three years and trained team members- Built a successful client base through repeat business, new business and referrals- Exemplified task management across new clients, existing and travelling clients, other consultants’ clients in an often changing environment - Communicated across email, text, phone, instore and live chat - sometimes all at once!

London, United Kingdom

Digital Gurus was a startup of 28 when I joined, with power cables gaffer-taped across the floorboards. Coming from a digital communication degree, I fell in love with the industry right away and regularly exceeded KPIs of meeting people from marketing, advertising, tech startups - normally getting in trouble for overlong meetings as I do love a chat! I specialised in the Technical team for the first two years, and then moved to Project Management & Client Service for the rest of my time. - Best Newcomer 2012 - I received a trophy and probably a pint or 3 for my hard work in my first year!- Digital Gurus won Top Agency in 2014 at the MARA Awards- Top Team 2015 - Digital Gurus was a lot more successful at this stage and the team had a getaway to Barcelona feat. many watermelon cocktails at the W- Attended and helped host many networking industry events - Learnt and adapted to multiple database systems - Helped Digital Gurus grow from a poky startup to a company with offices in Dubai and Sydney- My visa to work & remain in the London office was sponsored on the basis of my role performance

Clapham

Explaining to people that Starbucks is not coffeeExplaining to people why the cup is that sizePouring pretty pictures into coffee

Newcastle, Australia

First class beer pouringPromoted to solo 'Corner Taps Goddess' '09Ability to be amused by patronsWorking in an extremely busy environment

Newcastle, Australia

Keeping the store the shiniest in stateControlling/ordering stock/Subway CookiesNot losing keys to any of the six shops

Bachelor Of Communication, Media, First

Exchange Programme, Media