Jason Swan
Fairlight,NSW
Summary
Experienced with customer relationship management, ensuring client satisfaction and retention. Utilizes proactive strategies to address customer needs and enhance engagement. Knowledge of effective communication and problem-solving for optimal customer success.
Overview
10
10
years of professional experience
2
2
Certification
Work History
Receptionist/Bartender
Stoke Beach House
09.2023 - 04.2024
- First Year Working Holiday Visa I spent my time working at a hostel in Sydney
- Main priorities were FoH duties, managing events and running the hostel bar
Customer Success Manager
Qualtrics
12.2021 - 09.2023
- Responsible for managing and growing my designated clients (small, mid and large-cap companies) in the global markets, primarily focused on the Hispanic markets
- Achieved quarterly OKRs to ensure continuous growth and to deliver client goals
- Liaising with stakeholders including brand, data, tech & dev team, UX and product with the end goal of delivering more value for our clients
- Implemented on-boardings for all new clients and presented new functionalities as product expanded
- Presented weekly updates to stakeholders about client health, opportunities and threats
- Mapping-out product roadmaps for opportunities to support the overall business and client objectives
- Quarterly and Yearly Business Reviews to analyse growth and opportunities
Assistant General Manager
The Victoria
07.2020 - 12.2021
- Managed front and back of house employees to ensure compliance with company policies
- Building brand image via social media platforms (Facebook, Instagram)
- Daily content to attract new and existing customers
- Contributed to creating and executing the layout of food and beverage menus
- Delegating and updating till software (Polaris)
- End of day, week and monthly reports
- Liaised with multiple F&B and equipment suppliers, to ensure business resources are allocated accordingly
- Composed weekly FoH rotas, whilst maintaining labour costs low
Assistant General Manager
The Wright Brothers
02.2019 - 07.2020
- Started as a Bartender then as an Assistant General Manager
- Consistently exceeded daily, weekly, and monthly sales targets while maintaining costs and keeping employee turnover low
- Upselling daily specials and weekly cocktails to increase sales
- Coming up with incentives to boost sales and brand image, such as: Oyster stand for London’s Seafood Week & seasonal cocktails for London’s Cocktail Week
Education
MSc - Business and Management
Queen Mary University of London
09.2021
BA (Hons) - International Tourism, Hospitality and Leisure Management
London South Bank University
09.2019
Skills
- Organization skills
- Time management
- Telephone skills
- Data entry
- Customer account management
- Customer relationship building
- Customer retention
Certification
- Microsoft Excel: Intermediate level training course presented by QMUL School of Business and Management
- Computer Skills: Salesforce, MS Office, Jira, Confluence
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Italian
Limited Working
Timeline
Receptionist/Bartender
Stoke Beach House
09.2023 - 04.2024
Customer Success Manager
Qualtrics
12.2021 - 09.2023
Assistant General Manager
The Victoria
07.2020 - 12.2021
Assistant General Manager
The Wright Brothers
02.2019 - 07.2020
BA (Hons) - International Tourism, Hospitality and Leisure Management
London South Bank University
- Microsoft Excel: Intermediate level training course presented by QMUL School of Business and Management
- Computer Skills: Salesforce, MS Office, Jira, Confluence
MSc - Business and Management
Queen Mary University of London
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