faroe

Cleaning, administration, systems, accounting, managing the cleaners, client acquisition. Sanctuary Services Property Management https://www.sanctuaryservices.com.au/ Sanctuary Services cleaned and maintained luxury 5 star accommodation around the Byron Bay Shire. This included changeovers of guests' stays; beds were stripped and made, stock replenished, re-organising properties to the pre-arranged layouts and of course cleaning to a high standard :) Managed the cleaners, which included; hiring, training and checking the properties after the cleaners were there and just before guest arrival. Cleaning the property if necessary so both the guests and clients were happy. Administration duties included: scheduling cleans, communicating with staff and clients. Checking job forms and sending them to property managers. Using Quickbooks for accounting, invoices and processing staff bills/invoices. Adding and editing products and services. Researched and implemented a new system to improve workflow between cleaners, admin and clients. The old system was slow and used paper and pen. The cleaners had to fill-in forms on site and then send to admin, they were edited if necessary, scanned into the computer and then emailed off to the cleaning clients. Cleaners had to message via Whatsapp to get property information, etc, if they didn't already know the information or have it on hand. The new system which I implemented had an online customer portal for online bookings (no back and forth with clients). It was a cloud-based system that worked via desktop and mobile app so that all of the property information and notes were accessible at any time and while on site (instead of cleaners messaging admin directly for information all the time). Job forms were completed on site, checked online by admin and emailed directly to the clients. Product usage is updated in real-time and future products ordered. Invoices are sent via the new SaaS, rather than doubling-up and doing via Quickbooks. Created a CRM for clients which included "ticketing" and project management. Created the project and tasks to update the website, improve staff training material, etc.

Assisted with running a music festival in Byron Bay during the Covid lockdown. Organised volunteers, site setup, customer support, marketing, competitions, social media, press releases, artist acquisition.

Head of Customer Support and Experience. Online Community Forum builder and Manager. Systems, IT, marketing, Shipping and Logistics. https://subpod.com.au/ https://subpod.com https://growhub.subpod.com/ Set up systems and procedures for a rapidly growing start-up business. Subpod Revenue and Orders Jan 2019 - Nov 2020 while I was working there: - Total Revenue $5.8 million - Total Orders 17,376 Created distributor application, affiliate, and competition forms for our websites and integrated these with our CRM. Set up the CRM and integrated it with our ticketing system. Set up the back-end ticketing systems for emails, and social media using Zoho Desk and Gorgias. Set up VOIP for phone calls and its integration with the ticketing system. Created and implemented the online chat system for our websites. Set up and managed the online Community Forum on the platform “Mighty Networks”. https://growhub.subpod.com/ 7,000 members at the time of leaving Subpod. Used Slack to monitor and manage posts. (set up the integration between Slack and Mighty Networks). As Subpod was a new, one of its kind invention, it was really important to set up the community so that everyone could share information and learn from one another. A lot of people had not gardened, composted or even seen a worm before. This was their introduction to changing the world, their environment and their health with simple composting solutions made possible with Subpod. The community forum lets our customers share their experience with Subpod; questions, testimonials, photos and videos. This natural sharing of information and interaction with our community and staff really helped to solidify Subpod's reputation and customer experience satisfaction. Community Management; including setting up Gorgias and Agorapulse to monitor social media posts, and User Generated Content on Facebook, Instagram, Twitter, Youtube (social listening). No post, comment or public interaction was ever missed and not responded to. Again, worked with the public to promote the sharing of their stories and testimonials, and integrated this with the CRM. Affiliates were gathered from this. I established an internal communication system for staff using Zoho Connect, Cliq, and Slack. I not only promoted the use of these platforms but also provided training to ensure that the team could effectively communicate and share information through online systems. This approach ensured that everyone in the company had access to the same information at all times, eliminating the need for relying on office-based communication alone. The significance of this system became evident during the complete lockdown imposed due to Covid-19, when remote working became the norm. Thanks to the pre-existing communication systems, our team was able to stay connected and informed despite physical distance. My motivation for implementing and encouraging the use of these platforms stemmed from my personal experience of working remotely in Europe for four years while the rest of the team was based in Australia (Flow Hive, as mentioned below). I firmly believe that it is crucial for everyone in a company to be well-informed about the company's happenings at all times. By having a robust information-sharing and update system in place, individuals across various departments, from customer support and shipping to IT and the CEO, can access and interact with the information efficiently. This promotes seamless collaboration and ensures that everyone is on the same page. Sorted and processed thousands of orders from our crowdfunding campaign for shipping. This was with spreadsheets extracted from Indiegogo and then uploaded to Shopify and our 3PL. Edited websites via Shopify. Wrote and designed marketing and newsletter emails via Klaviyo. Found and troubleshooted IT problems in our websites and back-end staff systems, including the Zoho suite (Desk, Connect, Cliq, Projects, etc). Passed on tasks to the IT team if I could not figure it out. Set up the faults procedure, which included troubleshooting CANS and the return and resolution processes. Created SKUs, names and documented images for products and spare parts. I created over 250 CANS and FAQS for Subpod, covering various communication channels such as emails, social media, and online chat. Additionally, I provided training to the staff on how to effectively utilise and customise these CANS to address customer and community inquiries, ensuring a personalised approach tailored to their specific requirements. Managed and trained a team of 4 in Customer Support (including the online community, social media responses, and Youtube) which had around 2,200 combined tickets per week during peak busy times. (emails, social media, phone calls, online chat). This number does not include the posts that were monitored and responded to via the online community forum. An average customer happiness/satisfaction rating of over 98%, often 99% :) Created and wrote the customer support training manual; including the procedures for ticketing, online chat, phone and the community forum. Wrote the Shopify order management procedures, including processing orders and refunds for Indiegogo, Kickstarter and Shopify. Wrote the 3PL procedure for Fulfillment Bridge and Borderless 360. Created shipped order issues procedure and management for missing, delayed, undeliverable, returned, and damaged shipments. Created a 24 hour social media calendar on Monday for optimal response time and management of staff in different time zones. At all times customer and community inquiries were monitored efficiently and responded to promptly. As Subpod was a new invention that had never been heard of before, there were a lot of technical questions that had to be "decoded" from the scientists and garden specialists' language into easily understandable language for people that were getting started out in their first gardening and composting adventure. I worked with the scientists and professionals in this area to create information that was easy for our customers and community to understand :) Set up the project and task management system in Zoho, providing training to staff on its usage. Additionally, I configured numerous projects and associated tasks for various departments, offering assistance in overseeing their execution as required. Worked with the Google business suite and set up its integration with our ticketing system. There are probably a few other things that I have missed ;)

Community Forum builder and manager. Customer service and sales Flow Hive, the beehive invention. www.honeyflow.com Online customer service and sales, including online chats, emails and phone calls. Systems; set up protocols and procedures while the company was initially starting up. Editing orders and shipping information. Processing orders from the crowdfunding campaign for shipping in spreadsheets by order time and location. Helped to build and manage the Community Forum https://forum.honeyflow.com/. 158,000 page views in the last month of leaving. Problem-solving, website audits, www.honeyflow.com.au, https://eu.honeyflow.com/, www.honeyflow.com. Self-managed and worked remotely for 4 years in a different timezone to the rest of the company (I was in Europe and they were in Australia). We communicated via online communication and organisation systems including Basecamp, Google Hangouts, and Google docs.