Rowan Smith Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

With 200 staff in five countries, and headquartered in Melbourne, Australia, me&u is the consolidation of two leading hospitality technology companies: Mr Yum and me&u, who merged in November 2023.A Customer Experience Lead manages a team of Cx Associates, in order to provide world-class customer support to our global clients across all of me&u's products. The Customer Experience function manages a large portfolio of SMB customers, addressing queries, mitigating churn risks, and… Show more With 200 staff in five countries, and headquartered in Melbourne, Australia, me&u is the consolidation of two leading hospitality technology companies: Mr Yum and me&u, who merged in November 2023.A Customer Experience Lead manages a team of Cx Associates, in order to provide world-class customer support to our global clients across all of me&u's products. The Customer Experience function manages a large portfolio of SMB customers, addressing queries, mitigating churn risks, and supporting customers with non-technical issues. Show less

Collingwood, Victoria, Australia

Collingwood, Victoria, Australia

Project Lead: Onboarding workflow pilot- Building, testing and implementing new Hubspot workflows for better cross-team communications. Project Team Member: Community enablement pilot- Collaborating on the structure and migration of knowledge base to Zendesk.Project Consultant: Onboarding tracking visibility pilot- Utilising deep knowledge of product onboarding for the implementation of Arrows.to. Project Team Member: Onboarding product pilot- Learning… Show more Project Lead: Onboarding workflow pilot- Building, testing and implementing new Hubspot workflows for better cross-team communications. Project Team Member: Community enablement pilot- Collaborating on the structure and migration of knowledge base to Zendesk.Project Consultant: Onboarding tracking visibility pilot- Utilising deep knowledge of product onboarding for the implementation of Arrows.to. Project Team Member: Onboarding product pilot- Learning, implementing and improving onboarding of newly acquired products. Project Team Member: Onboarding enablement pilot- Developed and delivered training following the expansion of role responsibilities. Show less

Collingwood, Victoria, Australia

Implementation Specialist oversee and manage the onboarding of SMB and enterprise customers of Mr Yum. From menu creation, review and testing, to logistical organisation of QR collateral and photoshoots, and staff training, Implementations take a venue from signup to live.

Melbourne, Victoria, Australia

A Coach at Apple is responsible for coaching team members in interactions, leading an operationally excellent store, and protecting the internal customer journey, all while keeping the customer at the center of all we do. A Coach fulfills many of the responsibilities of store leadership, partners with team to determine solutions for customers, approves overrides; and aligns and excites the team around store priorities.

Melbourne, Australia

Apple Store Leader Program is a 2 year management trainee program of Apple, aiming to cultivate the future leaders of Apple Retail. ASLP Associates learn by working in each retail roles, reflect on experience, apply insight, and share with teams.

Melbourne, Australia

* Onboarded new driver partners whilst meeting both efficiency and experience targets.* Mentoring new staff through our UberBuddies initiative. This saw a decrease in time it took for competencies to be achieved.* Presented ELC information sessions in order to increase conversion to first trip. These sessions ran at 90% DSAT and have led to 30% uplift of trips upon activation. * Collaborated on, and facilitated, driver feedback roundtables to combat late lifecycle churn and driver… Show more * Onboarded new driver partners whilst meeting both efficiency and experience targets.* Mentoring new staff through our UberBuddies initiative. This saw a decrease in time it took for competencies to be achieved.* Presented ELC information sessions in order to increase conversion to first trip. These sessions ran at 90% DSAT and have led to 30% uplift of trips upon activation. * Collaborated on, and facilitated, driver feedback roundtables to combat late lifecycle churn and driver dissatisfaction. These ran at 94% DSAT.* Built an internal tool to provide team insight into vehicle inspection volume and wait time. This allowed us to better set expectations with partners. Show less

Bachelor'S Degree, Arts (Criminology/Psychology)

Pre-Prepatory - Year 12