Marcus Catling Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Glen Waverley, Victoria, Australia

Melbourne, Australia

Played an essential role in growing a 5-person team to a department with 23 representatives, including 2 team leaders. Pivoted from a day-to-day front line role to a strategic mid-management position. Key focus shifted to project management and process improvement; using data collected through support requests to influence product development. Also focused on shifting from a reactive support model, to identify key moments of truth for proactive customer contact.

Melbourne, Australia

Key figure in the establishment and management of a new support team, designed to support a growing field-based sales team and mitigate client issues that arise during sales meetings with accounting practices. Key KPIs included timeliness of issue resolution, CSAT (both internal and external stakeholders) and employee engagement.

Melbourne, Australia

Provided admin and technical support to a growing phone and field based sales team. Established a "one stop shop" approach, co-coordinating all requests to simplify sales support requirements in an ever changing, sophisticated organisation.