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.• Produce comprehensive incident and bug reports through various tracking software for effective issue resolution.• Translate customer feedback into actionable product enhancement requests, contributing to ongoing improvements.• Deliver comprehensive training sessions for new users on the Beamery platform and the case monitoring system.• Compile and present weekly user reports, offering detailed analysis to clients for informed decision-making.• Spearhead efforts in assisting clients to automate intricate processes using Beamery’s Recipe function.• Meet stringent SLAs and deadlines, focusing on achieving impressive first response times and resolution times• Maintain proficiency in daily utilisation of key software and systems: Salesforce, JIRA, Productboard, Pendo, Tableau Zendesk, Live Chat, Slack (including Errandbot), Chrome Developer Tools, and Zoom.• My expertise lies in elevating client support, system functionality, and process automation, contributing to heightened operational efficiency and client satisfaction.

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.• Evaluated and enhanced existing processes, focusing on role-specific objectives and performance metrics.As a founding member of JobAdder EU, I played a pivotal role in expanding the team from its initial structure to a robust team of 10+, championing a positive, diverse, and prosperous team culture.

• 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 involved personally engaging with over 50 restaurant owners, actively soliciting feedback, and gaining valuable insights into their experiences.• 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.• Representation of JobAdder at conferences.• Efficient management of the CEO's and Sales Manager's diaries.• Interstate and international travel booking.This position not only involved core office management functions but also highlighted my proficiency in team leadership, event coordination, and strategic representation at industry events.

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.• Collaborative adaptation to new functionalities released by job boards.• Swift problem resolution to prevent escalations.• Seamless collaboration with JobAdder Support and Development teams.

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