Rhianna Kennedy
Wynnum West,QLD
Summary
Over the last decade my career has been embedded in providing exceptional customer service and administration support. I achieve this by driving ongoing optimization to processes and developing training material, which ensures the greatest engagement from both employees and customers.
I specialize in collaborating with wider departments and customers, to gain the greatest understanding of impacting issues, designing solutions to the benefit of all parties.
I am enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. I easily adapt to new technical systems and processes, to a level where I can effectively support both internal and external clients.
Overview
13
13
years of professional experience
Work History
Systems Training Specialist
Synergy Business Solutions Inc.
2022.08 - 2024.01
- Traveled nationally to conduct Pronto xi ERP training sessions, supporting the acquisition of new 'Bolts and Fastener' businesses acquired into the Synergy buying group.
- Enhanced employee performance by developing and implementing comprehensive training programs for the successful onboarding of the Pronto xi ERP platform.
- Facilitated all relevant training sessions tailored to individual needs.
- Collaborated with department managers to identify skill gaps and develop targeted training solutions.
- Assisted in analyzing and assessing training and development needs for organizations, departments and individuals.
- Conducted regular needs assessments with new business acquisitions to ensure alignment of training initiatives with organizational goals and objectives.
- Designed interactive e-learning modules for remote employees and maintained a documentation framework, fostering a culture of continuous learning.
- Promoted continuous improvement by conducting regular follow-ups with trainees and business leaders, post-training sessions.
Customer Service & Solutions Specialist
Vuly Play (USA)
2023.07 - 2023.12
- Working 12am -8am shifts, I support the successful deploy of Vuly Play into the US market over a 6 month period.
- Managed all US communications with local warehouses, shipping providers and installers, addressing customer issues and process improvements.
- Collaborated with cross-functional teams within AU to escalate issues and design effective resolutions.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained direct customer communication via online chat, customer emails and inbound calls.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Implemented new protocols to optimize team performance and deliver consistent results.
- Contributed insights during product development stages to ensure final offerings aligned with customer expectations within the US.
Product Delivery Manager
Little Hinges Virtual Tours
2022.05 - 2022.08
- Oversee quality assurance of all client facing products and internal systems process for continuous optimization.
- Triage all client service requests in partnership with Quality Assurance escalating to management as necessary, while following all issues through to final resolution.
- Maintain relationships with 3rd party offshore providers, ensuring they meet our documented standards.
- Develop and implemented performance improvement strategies and plans to promote ongoing improvement.
- Maintain internal standards documentation.
- Oversee the Automation Manager to ensure workloads are prioritized according to client facing issues and larger business critical errors.
- Manage field service schedules to ensure booking availability for all clients, while limiting excessive travel for technicians onsite.
- Assisted with hiring, training and professional growth of Virtual Tour Technicians, in partnership with the Field Services Manager.
- Collaborate with Sales and Marketing departments as needed to ensure accurate assessment and best resolution for larger projects.
- Facilitate "Lunch and Learn" sessions to enable colleagues to improve their knowledge of general processes and products.
On!Track Implementation & Care Specialist QLD
Hilti
2021.03 - 2022.05
- Engage with the client to determine key set-up requirements and necessary customization for optimal use of the On!Track Asset Management platform.
- End to end management of the 'go live' Implementation Day. This includes but is not limited to, the organization of all relevant employees, physically adding client assets to the platform, driving standardization of client asset details imputed and continuous review of the data.
- Post Implementation review and amendment where required. Deliver targeted training (onsite, face-to-face, group & online) and prepare client specific quick reference guides to be used for new employee onboarding.
- Facilitate customise training sessions per roles and responsibilities
- Travel to site to deliver face to face mobile application training to necessary employees.
- Completion of ongoing care activities to drive engagement and optimal use of the platform.
- Ongoing troubleshooting and escalation of client requests.
- Escalation of bugs or systems processes to promote to continuous improvement of the platform.
Customer Success Specialist
Vision6
2020.10 - 2021.03
- Respond to online and phone inquiries facilitating user adoption of the Vision6 platform.
- Maintain day to day customer support requests via Zendesk tickets and live chat.
- Promote best practices for email configuration and deliverability.
- Assist in formatting and testing email templates for optimal appearance on behalf of customers.
- Promote a variety of product features and benefits to drive engagement of the Vision6 platform based on user needs and desired outcomes.
- Identify gaps in training and support documentation and make recommendations accordingly.
- Assist in the discovery and investigation of additional systems to be deployed within the business.
Global Salesforce Support and Training Manager
Flight Centre Travel Group
2019.10 - 2020.10
- Rapidly gain a comprehensive understanding of forthcoming projects and system functions to facilitate required training and case support.
- Review forthcoming projects to ensure all business processes and support needs have been considered via gap analysis and process mapping.
- Work collaboratively with business subject matter experts and brand leaders to analyse their needs and determine requirements.
- Facilitate user training in the implementation of new projects, processes or system features to ensure optimal user engagement.
- Produce fit for purpose documentation, while considering the targeted audience, communication methods and ongoing support and training needs.
- Create and maintain technical documentation via Confluence Multitask across multiple active pieces of work while also working with and managing offshore resources.
- Daily triage of case support requests globally.
- Oversee team workloads to ensure timely completion and appropriate triage.
- Ongoing coaching of offshore administrators to clearly comprehend request and adhere to customer service policies and procedure.
APAC Salesforce 2IC / Case Support Leader
Flight Centre Travel Group
2016.07 - 2019.10
- Perform system administration and configurations for Salesforce, including but not limited to, user management and BAU system configuration.
- Maintain continuously high levels of case support for Flight Centre Corporate brands within Salesforce (1,000+ Users).
- Management of case support staff, providing guidance of corporate business processes and best practice between regional and global administrators.
- Develop and adhere to case escalation processes.
- Identify gaps in business processes, and work to resolve these issues.
- Maintain lasting relationships and manage expectations with corporate brand leaders, supporting teams and end-users.
- Championed reports and dashboards to support all users and teams.
- Facilitate user training to promote new projects and system features.
- Maintain training calendars for new users and continued user engagement, spanning over five different internal brands and multiple roles.
- Training document writing for both end users and internal processes.
- Work collaboratively with business subject matter experts to determine requirements for larger Salesforce projects.
- Participate in UAT and implementation of new projects ensuring effective design solutions for greatest end user adoption.
- Trusted business adviser for quality assurance.
Salesforce Administrator
Flight Centre Travel Group
2012.07 - 2016.07
- Entry level Salesforce support case management.
- Basic reports and dashboard creation.
- Maintenance of users creation / deactivation. User training for Sales, Account Management, Operational and Marketing internal staff.
- Writing and maintaining training content.
Inbound Corporate Marketing / Customer Support
Flight Centre Travel Group
2011.03 - 2012.07
- Responding to inbound corporate calls and servicing the switchboard to direct clients and hotels to their dedicated booking offices.
- Qualifying prospective inbound inquiries, assuring they are assigned to the appropriate corporate brand.
- Completing administrative work on behalf of BDMs to assist in prospecting new business.
- Responding to marketing questions for relevant corporate campaigns
Education
Bachelor of Arts - Visual Arts - Paining & Textiles
University of Southern Queensland
Toowoomba11.2007
Skills
- Natural leader
- Customer engagement & relationship expert
- Outstanding communication and presentation skills
- Strong business acumen
- Pragmatic and solutions focused
- Passionate about driving continuous improvement
Timeline
Customer Service & Solutions Specialist
Vuly Play (USA)
2023.07 - 2023.12
Systems Training Specialist
Synergy Business Solutions Inc.
2022.08 - 2024.01
Product Delivery Manager
Little Hinges Virtual Tours
2022.05 - 2022.08
On!Track Implementation & Care Specialist QLD
Hilti
2021.03 - 2022.05
Customer Success Specialist
Vision6
2020.10 - 2021.03
Global Salesforce Support and Training Manager
Flight Centre Travel Group
2019.10 - 2020.10
APAC Salesforce 2IC / Case Support Leader
Flight Centre Travel Group
2016.07 - 2019.10
Salesforce Administrator
Flight Centre Travel Group
2012.07 - 2016.07
Inbound Corporate Marketing / Customer Support
Flight Centre Travel Group
2011.03 - 2012.07
Bachelor of Arts - Visual Arts - Paining & Textiles
University of Southern Queensland
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