Summary
Overview
Work History
Education
Skills
Additional Information
References
Timeline
Generic

Kasey Todd

Belmont

Summary

Dynamic leader with a proven track record at Clickability, enhancing customer satisfaction and streamlining operations. Expert in CRM software management and developing innovative retention strategies. Demonstrated success in staff development and leadership, significantly improving team efficiency. Skilled in risk management and problem-solving, achieving notable operational improvements.

Overview

19
19
years of professional experience

Work History

Customer Success Manager

HotDoc
01.2023 - Current
  • Managed a portfolio of 190 practices with MRR ranging from $500-$2000.
  • Portfolio ARR $350,000
  • Completed Business reviews for each clinic leveraging data-driven insights to develop targeted strategies for enhancing overall client engagement levels.
  • Coordinated with internal teams to provide prompt support and address client needs efficiently.
  • Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
  • Monitored customer progress and addressed customer inquiries with timely and accurate updates.

Customer Operations Lead

Clickability
08.2022 - 11.2022
  • Managed daily operations, ensuring timely delivery of high-quality products and services to clients.
  • Quickly assessed business needs, learned new systems and implemented solution focused customer service outcomes improving efficiency and productivity.
  • Created and implemented customer journey including onboarding, nurture/adoption series and retention strategy.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Identified issues, analyzed information and provided solutions to problems.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Created/Implemented Zendesk Live Chatbot to respond to customer service enquiries.
  • Completed UAT for move from Salesforce to Zendesk, including updating requirements and implementation.

Customer Service Consultant

Story House Early Learning
02.2020 - 08.2022
  • Analysed data to understand system engagement. Provided insights and solutions to remove barriers for end user engagement to management
  • Communicated with management about trends in customer enquiries to help guide company wide decision making and forward planning.
  • Implemented NPS survey via Resonate program. Monitored and provided feedback to both management and end users to to flag potential issues with family onboarding experience.
  • Audited documentation to identify errors and documented findings for review and action by senior management and the board of directors.
  • Maintained system end user satisfaction with forward-thinking strategies focused on addressing user needs and resolving concerns including project management of digital enrolment forms to ensure compliance.
  • Provided training to all end users of the system, including identifying follow up training opportunities.
  • Maintained system integrity by completing routine audits/data cleanses of the system
  • Written and maintained all learning documentation and collateral including creating of the system FAQ.
  • Provided primary customer support to internal and external customers.
  • Multitasked effectively to simultaneously handle website chat, emails, telephone calls to ensure families and service managers needs were met.
  • Gained in-depth understanding of company products, systems and policies to give customers expert support.

Owner/Operator

KMT Services - Disability Support
02.2013 - 11.2021
  • Worked with children and parents to closely monitor and record social, behavioural and academic growth.
  • Kept household areas clean and well-stocked, ran errands, managed laundry and completed weekly grocery shopping.
  • Provided safe mobility support to help patients move around personal and public spaces.
  • Collaborated with parents on home care and support for children with various disabilities.
  • Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
  • Offered social support by transporting individuals to events and activities, in addition to medical appointments and shopping trips.
  • Assisted clients with daily living needs, including bathing and personal grooming, to maintain self-esteem and general wellness.
  • Communicated child needs to teachers, doctors and parents to increase child health and happiness.
  • Provided assistance in daily living activities by dressing, grooming, bathing and toileting patients.
  • Safely drove clients to social activities and appointments.

Customer Success Specialist

A2K Technologies Pty Ltd
02.2018 - 02.2020
  • Reviewed all customer inquiries to understand project scope while managing internal disciplines to compliantly respond.
  • Maintained client relationships throughout the customer service cycle, on-boarding, nurture/adoption & retention/renewal phases
  • 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.
  • Identified sales opportunities by assessing environment and devising and implementing winning strategy.
  • Recommended changes, improvements or deletions in products according to customer feedback.
  • Provided technical troubleshooting and problem solving for clients with installed equipment/system issues including prioritising actions through the support ticketing system.
  • Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
  • Communicated value and position to sales team and developed tools to support selling process.
  • Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele.
  • Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision.
  • Investigated and resolved customer complaints to foster satisfaction.
  • Assisted with proactive client outreach initiatives through Call out days and targeted campaigns and documented client correspondence in Salesforce CRM system.

President

Whites Hill State College P&C Association
03.2017 - 11.2019
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
  • Performed 6 monthly reviews assessing each employee's performance and developed improvement plans.
  • Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
  • Communicated best practices among on-site and external personnel to align efforts and goals.
  • Expanded cross-functional organizational capacity by collaborating with P&C Queensland, Education Queensland, School Management Team and other relevant government departments about achieving common goals.
  • Controlled costs and optimized spending via restructuring of budgets for labour, capital assets, inventory purchasing, and technology upgrades.
  • Performed supplier risk management assessments to evaluate care programs for planning use staff members.
  • Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.
  • Directed staff of 15-20 personnel and managed budget totalling $300,000 annually.
  • Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Hired, trained and mentored staff to maximize effectiveness.
  • Established and maintained positive work environment to enhance retention and productivity.

Reception and Administration

Beaudesert Family Practice
01.2009 - 12.2011

Administration Assistant

Collection House Pty Ltd
02.2005 - 02.2008

Education

Bachelor of Accounting - Finance

University Of South Australia
Adelaide
2014

Bachelor of Business -

Queensland University of Technology
Brisbane

Skills

  • Understanding Customer Needs & Providing Retention Strategies
  • Customer Relationship management & Growth
  • Compliance reviews & Lifecycle management
  • Risk management processes and analysis
  • Staff recruitment, leadership, direction & development
  • Efficient and Detail-Oriented
  • CRM Software & Data base Management
  • Strong Analytical and Problem Solving Skills
  • Inbound and Outbound Calling and LiveChat Messaging
  • Strong Verbal and Written Communication

Additional Information

Software Packages

  • ZenDesk Suite
  • Hubspot
  • Google Suite
  • GitHub
  • Go To (Phone System)
  • Sales Force Platform
  • MS Suite of programs including Excel, Word, MS Teams
  • Adobe Suite of Programs
  • Kayako support ticket management system
  • QIKKids
  • Childcare CRM
  • Resonate (NPS)
  • Jira
  • Confluence
  • Slack

References

References

Julia Howland - Phone: 0428 220 174

Customer Success Team Leader - HotDoc

Andrew Buttsworth - Phone: 0416 266 131

General Manager - Clickability

Craig Alchin - Phone: 0414 276 171

Chief Operating Officer - Story House Early Learning


Timeline

Customer Success Manager

HotDoc
01.2023 - Current

Customer Operations Lead

Clickability
08.2022 - 11.2022

Customer Service Consultant

Story House Early Learning
02.2020 - 08.2022

Customer Success Specialist

A2K Technologies Pty Ltd
02.2018 - 02.2020

President

Whites Hill State College P&C Association
03.2017 - 11.2019

Owner/Operator

KMT Services - Disability Support
02.2013 - 11.2021

Reception and Administration

Beaudesert Family Practice
01.2009 - 12.2011

Administration Assistant

Collection House Pty Ltd
02.2005 - 02.2008

Bachelor of Accounting - Finance

University Of South Australia

Bachelor of Business -

Queensland University of Technology

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Kasey Todd