My current work involves implementing case management and OLS solutions for clients in government, commissions and legal agencies.My primary responsibilities focus on managing project requirements including initial implementation (solution design and discovery), product enhancements and solution delivery and demonstration in an agile environment.

- Developing and providing business analytics to optimise department processes and focus on building tailored pipelines for onboarding and retention to decrease churn.- Coordinating Product and Engineering for the development and rollout of new features and upgrades.- Managing internal business changes and working with stakeholders to implement new vendor management, contract and subscription lifecycle, and policy development processes.

- Responsible for managing the digital support experience of a customer base that grew from 40,000 to 600,000 growing team from 8 to 60, spanning 3 time zones and supporting customers 24/7. - Implemented team new support functions to manage different elements of support team including Knowledge Management, Quality Assurance and Dispute Resolution. - Built Learning & Development courses and KPI's across different disciplines to support structured onboarding and upskilling.- Mapped and built appropriate data structures for the tracking and assessment of support enquiries to identify areas of improvement for internal stakeholders across the business.

- Customer support agent, focusing on improving the onboarding and support measures provided to customers.- Responsible for liaising with internal team members to provide first-hand customer feedback to relevant department heads.- Completing a range of initial and advanced customer due diligence functions to meet business and regulatory standards.