Samantha Walker Email & Phone Number

Chelmsford, GB

London, England, United Kingdom

• Drive operational excellence in client support and system optimisation within the Applicant Tracking System domain
• Lead the charge in owning and resolving client support requests, ensuring a proactive and client-centric approach.
• Conduct efficient issue triage, optimizing engineer resources and maintaining a high standard of service.
• Orchestrate the setup and training of new users on the Beamery system, fostering seamless onboarding experiences.
• Provide hands-on support to engineers during critical phases, such as new releases and deployments.
• Specialize in troubleshooting and software testing, leveraging advanced skills in Chrome Developer Tools.

Work From Home And London

• In this role, the JobAdder Support team achieved two industry awards, recognising our commitment and innovation in elevating customer experience.
• Maintained a remarkable 99.9% Customer Satisfaction rating, reflecting a commitment to exceptional service delivery.
• Established and led a high-performing team of Customer Service Agents, overseeing scheduling, performance reviews, and daily tasks. Ensured alignment with KPIs and OKRs for consistent goal attainment.
• Proactively anticipated and addressed specific client needs, collaboratively crafting personalised solutions to enhance satisfaction.
• Identified critical touchpoints in the client journey for both existing and under-development solutions, offering timely assistance.
• Collaborated with key stakeholders to strategically align and coordinate the team and client management for long-term success.

• World​-c​lass​ customer support via Zendesk, telephone and Live Chat.
• Maintained 99.9% CSAT
• Onboarding​ and training new users f2f or on-site
• Recruitment​, onboarding and training new staff
• Account​ management, including customer on-site visits.
• Auditing​ of client accounts and proactively making suggestions on how to improve processes and productivity.

Borehamwood

• Monitored and managed JUST EAT website reviews, implementing efficient solutions for identifying and addressing fake reviews.
• Spearheaded the creation and delivery of a comprehensive case study, leveraging data to analyze the satisfaction levels of restaurant owners in South West London in their interactions with JUST EAT. This endeavour.
• Successfully presented the project, including the case study and its findings, to the management team and CEO.

Sydney, Australia

• In addition to traditional Office Manager responsibilities, this role encompassed:
• Oversight of interns, providing tasks, mentorship, and feedback.
• Coordination of staff and client events, both local and interstate.
• Management of office refurbishment projects.
• Onboarding of new staff members.
• Securing sponsorships for conferences and trade shows.

Sydney, New South Wales, Australia

• Coordinating API-driven integrations of new job board partnerships.
• Proficiently interpreting specs and XML for effective action.
• Rigorous testing of new features to enhance functionality.
• Strategic communication and management of diverse job board partnerships.
• Crafting impactful marketing materials and website content.
• Proactive education of job boards on JobAdder integration.

Sydney

• Led the creation, coordination, and implementation of new websites for REA Group clients
• Managed project requirements, including stakeholder coordination, training, and implementation
• Facilitated customer liaison throughout the website development process
• Net Promoter Score (NPS) +99

Sydney, Australia

Chelmsford, England, United Kingdom