CHRISTINE THOMSON
Mt Gravatt,Australia
Summary
Driven Customer Success Manager with proven record in enhancing customer experience and fostering strong relationships. Skilled in leveraging CRM tools to manage accounts, forecast growth, and track customer interactions. Demonstrated ability to lead cross-functional teams toward achieving key performance objectives while maintaining high levels of customer satisfaction. Proven success in implementing strategies that improve client retention rates and promote substantial business growth.
Accomplished leader with extensive experience in team building and coaching, resulting in improved performance and morale. Demonstrated ability to create and implement strategies that lead teams to exceed targets. Focused on cultivating talent and promoting a culture of success.
Overview
21
21
years of professional experience
Work History
Head of Customer Success
Xap Technologies
Murarrie
11.2022 - Current
- Facilitated monthly customer meetings to address concerns and gather feedback.
- Secured contract renewals, maintaining high customer retention rates.
- Delivered internal people skills training for Customer Support, Enterprise Support, and On-boarding teams.
- Co-developed product training with Customer Support and Training Managers to enhance team confidence in customer interactions.
- Designed customer sentiment surveys to assess service levels across all departments.
- Conducted follow-up calls to investigate low response rates on customer surveys.
- Reviewed customer journey, identifying support mechanisms and consulting clients on issue resolution.
- Enhanced collaboration between teams to ensure achievement of deliverables and KPIs.
Customer Service Centre Implementation Specialist
Lyndons
Salisbury
11.2021 - 11.2022
- This role is responsible for the establishment of best practice customer service and sales metrics for the inbound and outbound Lyndons Customer Service and Sales Centre.
- Set up the management of the day-to-day operations of the Customer Service Centre.
- Actively involved in training, coaching and development of the team members to deliver excellence in service and sales.
- Create processes and procedures to improve customer centric service and deliver best practice operations.
- Map systems processes and provide workflows to ensure effective workings with other teams across Lyndons.
- Implement improvements to the CRM processes, and utilise Salesforce for outbound call campaigns as required.
- Ensure service and sales targets, SLA’s and KPI’s are continually reviewed, and expectations are met with optimum levels of quality and service delivery.
- Maintain and promote a positive, enthusiastic, and supportive team environment focused on delivering exceptional and helpful customer experience.
- Contribute positively to the work and culture of Lyndons.
Client Services Operations Manager/Account Director
Pareto Phone
Fortitude Valley
07.2019 - 11.2021
- Account Director responsible for a $6 Million portfolio.
- Managed the onboarding of new Regular Giving Campaigns for major clients.
- Worked with major clients to identify and prepare calling campaigns to secure regular givers in the not-for-profit sector.
- December 2019 responsible for operations within Client Services.
- Tested and launched new internal CRM – Dragon Fly.
- Implemented Planning/Training days to identify process improvements, sales and communication skills and relationships required across Pareto Phone to ensure business success.
- Training and Coaching of team.
- Implemented Daily huddles to identify issues, resolve and coach on how to manage.
- Prepared new PDs for all relevant roles within Client Services.
- Processes updated and rolled out across Client Services.
Customer Service Manager
Smoke Alarm Solutions
Hendra
08.2018 - 05.2019
- Implemented Contact Centre re-structure.
- Re-engineered IVR system architecture.
- Implemented soft skills training to improve customer service.
- Prepared new PDs for all relevant roles within Contact Centre.
- Process performance introduced to Contact Centre.
- Recruited and coached new Team Leadership group.
- Successfully implemented the structure within 6 months to improve customer service for tenants and clients.
Team Leader Sales and Support Services
Endeavour Foundation
Cannon Hill
08.2016 - 08.2018
- Implemented Outbound Sales team.
- Developed and delivered KPI’s for inbound and outbound teams.
- Process and performance improvements.
- Prepared and delivered sales and service training.
- Work collaboratively with marketing team to deliver on multi-channel sales activity.
- Successfully lead a team of 18 Inbound and Outbound Telephone Sales agents for 16 consecutive Prize Home and Ultimate Lifestyle Lotteries.
Customer Experience Manager
Cubic Transportation Systems
Brisbane CBD
06.2012 - 03.2016
- Procurement and distribution of go cards through Southeast Queensland.
- Management of the Third-Party Retail Network that sold go cards across Southeast Queensland.
- Document and process improvement.
- Prepared and delivered training to Customer Experience Team.
- Managed a team of 16 to deliver the day-to-day operations in the distribution of go cards and back of house customer support for TransLink.
Customer Experience Manager
Chamber of Commerce and Industry Queensland [CCIQ]
Springhill
01.2009 - 06.2012
- Successfully set-up of new Contact Centre for CCIQ.
- Worked with other teams to grow the membership offering.
- Prepared scripts for all new product offerings.
- Mentored and coached inbound and outbound sales consultants.
- Prepared and delivered sales training to Contact Centre team.
- Successfully delivered annual revenue in excess $2Million in the first 12 months of operation.
Client Services Manager
Startnextweek
Brisbane CBD
07.2007 - 12.2008
- Responsible for selling the concept of startnextweek.com.au a last-minute training booking site to training companies.
- Set-up new customer service team.
- Implemented and managed SLAs for all customers using the website to book training courses.
National Training and Customer Care Manager / Business Development Consultant
Australian Business Research
Brisbane CBD
01.2004 - 07.2007
- Achieved Sales Targets consistently between January 2004 – July 2004.
- Prepared and delivered training workshops to customers across Australia.
- Prepared and delivered a successful on-boarding program for all new ABR employees.
- Working in collaboration with Product and Sales in the release and training of all new products.
- Documented new processed implemented.
- Prepared and delivered new sales materials.
Education
ISO20K
12.2015
Breakthrough Leadership
10.2015
ITIL Foundation Course
06.2015
Managing Workplace Projects
06.2013
Managing the Tough Stuff
10.2011
4 Disciplines of Execution
10.2010
Rogen Presentation Skills
05.2006
Spin Selling
03.2005
Skills
- Team leadership
- Sales and service
- Customer experience
- Coaching and training
- Communication skills
- Solutions orientation
- Process improvement
- Change management
- KPI management
- Problem solving
- Customer feedback analysis
- Customer relationship management
- Customer retention
Accomplishments
- Implemented the Enterprise Support team at Xap to manage the major Xap customers
- Implemented processes and procedures to identify and resolve client impacting issues at Lyndons.
- Prepared and implemented processes for new POS in Customer Service Centre at Lyndons.
- Customer Service Centre consistently achieved more than $900k monthly sales revenue.
- Successfully implemented new internal CRM for Pareto Phone.
- Achieved portfolio revenue targets at Pareto Phone.
- Successfully implemented new structure for SAS Contact Centre.
- Prepared and delivered Telephone Skills training to team at Endeavour Foundation.
- Achieved sales targets for 16 consecutive Lottery campaigns.
- Lead CCIQ Contact Centre to exceed revenue target of $2Million in the first 12 months of operations.
- Implemented NPS throughout CCIQ.
References
- Chris Bullock, General Manager (formerly Head of Client Services at Pareto Phone), Donor Link 0428 099 765
- Flora Harding, Customer Service Manager, Stilla Group, 0433 477 126
- Ian Chopping, National Account Manager, Frosoc ANZ, 0477 458 598
Education Professional Development
- 20/05/25 Workplace Leadership
- 12/01/15, ISO20K
- 10/01/15, Breakthrough Leadership
- 06/01/15, ITIL Foundation Course
- 06/01/13, Managing Workplace Projects
- 10/01/11, Managing the Tough Stuff
- 10/01/10, 4 Disciplines of Execution
- 05/01/06, Rogen Presentation Skills
- 03/01/05, Spin Selling
Affiliations
- Travel
- Cooking
- Theartre
Timeline
Head of Customer Success
Xap Technologies
11.2022 - Current
Customer Service Centre Implementation Specialist
Lyndons
11.2021 - 11.2022
Client Services Operations Manager/Account Director
Pareto Phone
07.2019 - 11.2021
Customer Service Manager
Smoke Alarm Solutions
08.2018 - 05.2019
Team Leader Sales and Support Services
Endeavour Foundation
08.2016 - 08.2018
Customer Experience Manager
Cubic Transportation Systems
06.2012 - 03.2016
Customer Experience Manager
Chamber of Commerce and Industry Queensland [CCIQ]
01.2009 - 06.2012
Client Services Manager
Startnextweek
07.2007 - 12.2008
National Training and Customer Care Manager / Business Development Consultant
Australian Business Research
01.2004 - 07.2007
ISO20K
Breakthrough Leadership
ITIL Foundation Course
Managing Workplace Projects
Managing the Tough Stuff
4 Disciplines of Execution
Rogen Presentation Skills
Spin Selling
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