Coordinating and overseeing seamless Okendo onboarding experiences for SMB to MM merchants on Shopify. Working closely with clients to ensure smooth integration, providing personalized support and guidance throughout the process with the goal to help merchants leverage Okendo's powerful tools to enhance their customer review strategies, boost engagement, and drive growth.

- Supporting Australia and New Zealand based Admin users of the platform with their day to day enquiries, issues and tasks they have within the platform- Pay Run help, Award interpretations, Rulesets, ATO STP submissions and Superannuation processing- Responding to and resolving customer tickets across multi channels related to the Employment Hero platform to support them to maximise their people processes.- Proactively analysing and understanding product functionality across the platform and logic in detail.- Escalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team.- Managing and working within first in first out (FIFO) and service level agreements (SLAs).- Leveraging Zendesk, Confluence, Salesforce and other internal tools for maintaining records, ticket investigations and referencing customer interactions, transactions, comments, and complaints.

Empower Shopify Plus Merchants, fostering their growth and contribute to their long-term success.Offering tailored solutions and expert advice that aligns with their unique business goals.- Delivering quality interactions with merchants.- Learning and building knowledge of best practices and Shopify context, and applying learning to Support interactions.- Being resourceful in Support tooling, processes, and workflows, as well as the overall Shopify ecosystem.- An in-depth knowledge of Plus features and integrations.- Business coaching and discussing/implementing merchant success strategies- Incident Management and recovery.

Dedicated to Merchant Success by assisting Merchants to expand their online businesses. Investigating, troubleshooting and resolving platform issues. Understanding and utilising analytics to offer relevant business advice.Day to day duties include but are not limited to:- Live Channel Support (3 simultaneous live chats, phone calls and email communications using Zendesk).- Self managed adherence and compliance to a set schedule.- Weekly self managed professional development and upskilling through Degreed.- Responding to Merchant follow ups.- Interacting and working with escalated teams to resolve advanced troubleshooting queries.- Business coaching and advocating for merchants and the Shopify platform by communicating with stakeholders.

High capacity inbound Technical Support for software and hardware for World Leading Tech Company

Starting as a Sales Specialist I moved quickly into leading a retail sales team of 8-10 staff to meet and exceed sales targets and KPIs while maintaining high levels of customer service and NPS results. By taking the time to understand the needs and learning styles of each member of the team I tailored coaching and development specific to each of them to ensure they were equipped with the tools and knowledge to succeed in their roles and meet, often exceeding, their monthly sales targets. My approach to being a Team Lead is to lead by example and to lead with kindness and understanding to ensure members of staff not only feel respected, but valued as well.

As a Service Staff Supervisor my primary responsibilities involved supervising the checkout staff to ensure efficiency and reliable customer experiences, reporting directly to Business Management. I was also within the first team to work with self service checkouts when they initially rolled out. Other duties included but were not limited to repair processing and requests, refunds and cash float responsibilities. Writing daily rosters and organising breaks and ensuring high traffic periods were anticipated and covered. Maintain high levels of loss prevention.