Caitlin Blunt
St Clair
Summary
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions by creating technical documentation and through strong relationship management. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
13
13
years of professional experience
Work History
Customer Success Manager
PageUp
08.2022 - Current
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Utilised customer feedback to inform changes and improvements to customer success plans.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Analysed customer data to identify trends and develop strategies to improve customer success metrics.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Created customer support strategies to increase customer retention.
Pre-Sales Manager
ReadyTech
01.2021 - 08.2022
- Conducted up to 10 demonstrations on the SaaS product weekly to potential clients going through the sales cycle
- Identified prospects' needs and developed appropriate responses along with suitable information on products and services
- Engaged in product training, demonstrations, consumer awareness, branding and acquisition initiatives to raise awareness and revenues
- Directed work of efficient administrative team maintaining accurate sales, inventory and order documentation
- Collaborated with upper management to implement continuous improvements and exceed team goals
- Maintained up-to-date knowledge of the platforms
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives
- Marketed Zambion to targeted audience at trade shows and events
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
Customer Success Manager
ReadyTech
07.2018 - 01.2021
- Managed case load of over 100 clients across multiple platforms and offerings
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Facilitated penetration of key accounts via strategic planning initiatives
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
- Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates
- Identified sales opportunities by assessing environment and devising and implementing winning strategy
- Contributes to sales engineering effectiveness by identifying short-term and long-range issues and recommending courses of action
- Gained customer acceptance by demonstrating cost reductions and operations improvements
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback
- Prepared cost estimates and bid documents by studying customer RFPs and consulting with project managers
- Led projects and analyzed data to identify opportunities for improvement
- Met sales targets and implemented strategies for clients for future ease of platform
- Successfully made upgrades and internal sales to existing clients to strengthen client relationships
Senior Customer Service Consultant
ReadyTech- EPayroll
02.2018 - 07.2018
- Managed up to 80-100 calls daily, with over 200 during busy periods, of customer enquires either via phone, email or chat
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints
- Communicated with management about trends in customer calls to help team efficiency and success
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues
- Employed prescribed sales processes to cultivate strong customer relationships
- Gained in-depth understanding of company products, systems and policies to give customers expert support
- Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions
- Responded to customer requests for products, services and company information
- Provided information regarding pricing of software and what is included
- Answered constant flow of customer calls with minimal wait times
- Assisted with new hire processing and existing training programs
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
- Cross-trained and provided back up for customer service managers
- Researched and rapidly resolved client conflicts to maintain key accounts
Showroom Manager
Greater Western Shades, Luxaflex
07.2017 - 02.2018
- Provided prompt, courteous service to every individual entering showroom
- Supervised inventory and placed orders to replenish low running supplies
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs
- Served customers and followed outlined steps of service
- Developed and maintained courteous and effective working relationships
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Managed the business' social media
Customer Service Consultant
Officeworks
07.2016 - 01.2017
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues
- Employed prescribed sales processes to cultivate strong customer relationships
- Gained in-depth understanding of company products, systems and policies to give customers expert support
- Responded to customer requests for products, services and company information
- Recommended products to customers, thoroughly explaining details
- Answered constant flow of customer calls with minimal wait times
- Assisted customers in placing orders online or over the phone by understanding their needs
Hire Controller
Kennard's Hire
09.2015 - 04.2016
- Served customers and followed outlined steps of service
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Exceeded goals through effective task prioritization and great work ethic
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Increased customer satisfaction by resolving customer and product issues
- Resolved problems, improved operations and provided exceptional service
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Proved successful working within tight deadlines and fast-paced atmosphere
- Delivered hire equipment to customer locations within specific timeframes
- Improved operations through consistent hard work and dedication
- Successfully maintain clean, valid driver's license and access to reliable transportation
Waitress
Hogs Breath Café
01.2012 - 09.2015
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest
- Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales
- Greeted new customers, discussed specials and took drink orders
- Inspected dishes and utensils for cleanliness
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness
- Checked identification for minimum age for sale of alcoholic beverages
- Prepared specialty desserts for customers for special occasions
- Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business
- Used cash registers and credit card machines to cash out customers
Education
Diploma of Arts -
UWS College
Quakers Hill, NSW01.2013
HSC - General Maths, Standard English, Biology, Ancient History, Society and Culture
St Clair High School
St Clair01.2012
Skills
- Relationship Building
- Upbeat and Positive Personality
- Customer Account Management
- Creative Problem Solving
- Background in SaaS products
- Key accounts development
- Technical research
- User documentation production
- Editing and proofreading
- Software documentation
- Visual communication
- Audience adaptation
Timeline
Customer Success Manager
PageUp
08.2022 - Current
Pre-Sales Manager
ReadyTech
01.2021 - 08.2022
Customer Success Manager
ReadyTech
07.2018 - 01.2021
Senior Customer Service Consultant
ReadyTech- EPayroll
02.2018 - 07.2018
Showroom Manager
Greater Western Shades, Luxaflex
07.2017 - 02.2018
Customer Service Consultant
Officeworks
07.2016 - 01.2017
Hire Controller
Kennard's Hire
09.2015 - 04.2016
Waitress
Hogs Breath Café
01.2012 - 09.2015
Diploma of Arts -
UWS College
HSC - General Maths, Standard English, Biology, Ancient History, Society and Culture
St Clair High School
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