Championed the deployment of key systems including HubSpot CRM, Snipe-IT Asset Management, and Unifi Network & Security Infrastructure, enhancing organizational efficiency and security. Serving as a key technical lead in planning and defining requirements to align the organization with the Essential Eight maturity model, strengthening cybersecurity posture and resilience.Orchestrated a localized social media strategy, leveraging Google Places, Facebook Pages, and WhatsApp to bolster community engagement.Led the technical migration of the company’s WordPress site to PAAS provider WP Engine, ensuring improved site performance and reliability.Designed and deployed an omnichannel customer sales & service strategy, markedly enhancing the customer experience through managed communications across various the website, social chat, email, phone and sms channels.Engineered several HubSpot custom objects to streamline student acquisition, activation, and engagement, deriving actionable insights like dwell time and contextual triggers for internal team tasks and messages.Spearheaded the development of customer-facing applications for secure document and identification upload, significantly reducing the need for follow-up, administrative workload, manual handling, and errors.

Led the design, development, and deployment of (Messenger) Chat Agents for round-the-clock customer service and lead generation, utilizing tools like Google's Dialogflow, Facebook Messenger APIs, and the Axcelerate Student Management System (CRM). Orchestrated the migration to a cost-effective and scalable 3CX VoIP system, resulting in notable telecommunication expense reductions. Managed the setup and fine-tuning of routes and call queues to improve customer interactions. Seamlessly integrated the new systems with existing CRM to enhance communication efficiency and record accuracy. Initiated the rollout of iOS and Android applications to support employee mobility, reinforcing the organization's modernization and adaptability ahead of the pandemic

I lead product development and product strategy for the social.iQ platform. Working with marketing managers, digital agencies and venue owners I'm translating pain points into plans. I'm working with a talented team, building a complicated system from scratch so our customers can manage their social media assets more efficiently.

Adding 'peace of mind' to the RACQ's Wholesale and Premium Membership members. Liasing with Auto Repairers, Hotels, Transit Companies and Transporters.

Providing inbound customer service and sales for Telstra Mobile

As a newage communications company, OneTel was a pioneer with its one call customer service process. Working from Brisbane's 'Inbound' team our duties extended to sales, accounts & first level technical support for the OneTel PSTN, GSM mobile and Internet products.