Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Ashlee Stoker

Summary

Over the last four years, I have developed my skills and talents within the tech Start up Industry, Growing from Sales Operations Specialist at Lightspeed POS (Formerly Kounta) to Team Leader of Payment Applications for the APAC region. I am currently an Account Manager/Retention Specialist at Smartpay for the Platinum and Franchise Merchants. I have very strong communication, organisational skills and relationship building skills which I very much value demonstrating at work.

Overview

8
8
years of professional experience

Work History

Account Manager

Smartpay Australia
05.2024 - Current
  • Receive retention calls from current customers who have intentions to leave, identifying pain points and developing strategies to encourage them to stay.
  • Increasing client satisfaction through strong relationship building, identifying their requirements and offering solutions.
  • Maintaining high client retention rate by providing exceptional customer service and anticipating client needs.
  • Managing a diverse portfolio of accounts across multiple industries, ensuring timely communication and effective problem resolution.
  • Successfully resolving escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Developing strategies for customer retention working with marketing and sales teams.
  • Understanding and promoting current marketing campaigns.
  • Analysing customer feedback and providing feedback to stakeholders.
  • Serve as the leading point of contact for all 1000 Platinum and franchise accounts in my portfolio
  • Undertaking health checks with customers.
  • Increasing revenue through up selling and cross selling.
  • Identifying referral opportunities.
  • Completing pricing reviews.

Team Lead, Payment Applications APAC

Lightspeed Ecommerce
08.2022 - 04.2024
  • Assisted with the introduction of Lightspeed Payments (EFTPOS) in APAC
  • Accountable for the performance of the APAC Sales Operations team; Ensuring team KPI's and performance metrics are achieved on a monthly and quaterly basis with the ability to influence outcome of KPI's
  • Introduced Capital funding tasks to the team as well as, assisted with these tasks
  • Actively contribute to the improvement of the team procedures and processes
  • Interviewing and Onboarding
  • Coaching and Training new starters, from non to adequately trained individuals
  • Introduced Capital funding and tasks to the team as well as assisted with these tasks
  • Designing, Building and implementing regular team training sessions and progression evaluations
  • Presentations at offsite events
  • Develop team strengths and harness to improve any weaknesses identified
  • Delegating tasks and fine tuning task schedules
  • Running weekly team meetings and conducting fortnightly 1 on 1s
  • Managing projects
  • Inspiring team culture.

Merchant Application Coordinator

Lightspeed Ecommerce
08.2021 - 08.2022
  • Pipeline management and ensuring quick turnaround of applications completed
  • Issuing merchant applications to customers
  • Monitor existing application through lifecycle to ensure successful boarding of new merchants
  • Ensure follow up and support with regards to outgoing Lightspeed Payments Applications
  • Enter data related to incoming applications and submit supporting documentation for underwriting
  • Liaise between internal teams in order to collect information and align processes
  • Process offboarding requests as required
  • Assign Payment terminals
  • Coordinate shipments and returns of Lightspeed Payments hardware
  • Respond to internal tickets.

Sales Operations Specialist

Lightspeed Ecommerce
09.2020 - 08.2021
  • Monitor and Respond to Zendesk queries and queues
  • Processing invoices
  • Provide insight and support to members of the sales department
  • Collaborate with supplier for activities related to hardware
  • Pipeline Management
  • Work towards sales KPI's (Call number KPI's, application submitted number KPI's)
  • Send payment applications through third party payment company (Sub authorised rep)
  • Review payment applications and review documents sent by customers (KYC, KYB, EQUIFAX)
  • Handle other duties and responsibilities as defined by management.

Administration Manager

Beaches Sea Doo And Can Am
04.2019 - 02.2020
  • Reception and administration duties
  • Invoicing and receiving
  • Raising purchase orders
  • Workshop Management
  • Office Management
  • Registering Jet Skis and Trailers
  • Data entry into internal systems
  • Stock Management of Jet Ski's and Parts.

People Manager (contract)

People2people
05.2018
  • Reception duties
  • Screening applications and resumes
  • Formatting candidate resumes
  • Booking in internal and external interviews
  • Sourcing candidates throughout the current database
  • Meeting room management and board room set up
  • Liasing with clients whilst building and devleoping relationships
  • Data entry of candidate papaerwork and maintaining compliance
  • Preparing contracts for contractors
  • Organising courier deliveries
  • Stationary order and office maintenance.

Administration Support

Ampersand International
03.2016 - 09.2017
  • Reception duties
  • Meeting calendar management and board room set up
  • Formatting candidate resumes
  • Position posting consultants
  • Preparing contracts for contractors and clients
  • Managing contractors in both Sydney and Melbourne
  • Managing time sheets approvals and hours
  • Data entry of candidate paperwork and maintaining compliance
  • Supporting the COO with government contractor reports
  • Assisting the executive assistant with travel bookings
  • Conducting police and VEVO checks.

Education

HSC -

Barker College
11.2012

Skills

  • Customer Relationships
  • Coaching, Mentoring and Supporting team members and subordinates
  • Performance Monitoring and Improvement Coaching
  • Employee Evaluation and hiring procedures
  • Teamwork and Collaboration
  • Office and Data administration

References

References available upon request

Timeline

Account Manager

Smartpay Australia
05.2024 - Current

Team Lead, Payment Applications APAC

Lightspeed Ecommerce
08.2022 - 04.2024

Merchant Application Coordinator

Lightspeed Ecommerce
08.2021 - 08.2022

Sales Operations Specialist

Lightspeed Ecommerce
09.2020 - 08.2021

Administration Manager

Beaches Sea Doo And Can Am
04.2019 - 02.2020

People Manager (contract)

People2people
05.2018

Administration Support

Ampersand International
03.2016 - 09.2017

HSC -

Barker College

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Ashlee Stoker