Krystle Mina
Sans Souci,NSW
Summary
Strategic Customer Success and Onboarding professional with extensive experience leading enterprise client engagements, software implementations, and adoption initiatives across complex business environments. Proven track record of building trusted stakeholder relationships, driving long-term customer value, and delivering scalable solutions that improve operational outcomes and client retention.
Experienced in managing end-to-end customer lifecycles including onboarding, change management, product adoption, and executive stakeholder engagement. Recognised for translating business objectives into practical strategies, influencing cross-functional teams, and delivering high-impact customer experiences in fast-paced SaaS and technology-driven organisations.
Overview
22
22
years of professional experience
Skills
- Led complex software implementations, system configuration, and client enablement initiatives to drive adoption, operational efficiency, and long-term customer success
- Strong stakeholder and project management capability, successfully managing multiple concurrent projects while maintaining engagement across executive and operational teams
- Advanced CRM management experience, including HubSpot administration, customer lifecycle tracking, reporting, and process optimisation
- Highly proficient across Microsoft Office Suite, including Excel, PowerPoint, and Word, with experience developing executive-level reporting, presentations, and customer documentation
- Demonstrated ability to manage end-to-end customer onboarding and delivery programs within fast-paced, deadline-driven environments
- Strong analytical mindset with experience identifying process improvement opportunities, interpreting customer data, and implementing scalable solutions
- Exceptional attention to detail with a consistent focus on accuracy, quality assurance, and operational excellence
- Proven ability to manage competing priorities while maintaining high performance standards and delivering outcomes under pressure
- Strong ownership mentality with a proactive, solutions-focused approach and high level of accountability across customer and business outcomes
- Excellent communication and relationship management skills, including executive stakeholder engagement, remote facilitation, client training, and webinar delivery
- Professional, calm, and approachable communication style, with the ability to build trust and confidence across diverse customer groups and internal teams
Work History
Senior Onboarding Specialist
REZDY
Sydney
01.2024 - 03.2026
- Lead high-value client implementations, including projects with $US250,000+ GBV, guiding operators through deployment, setup, training, and adoption.
- Partner with C-level executives and cross-functional teams to translate business needs into actionable solutions, and deliver successful outcomes.
- Facilitated onboarding sessions for new clients using REZDY software.
- Designed training materials to enhance user understanding of booking systems.
- Provided ongoing support and guidance through the onboarding lifecycle.
- Coordinated with cross-functional teams to resolve technical issues during onboarding.
- Mentor junior team members, building a high-performing, customer-focused team.
- Identified areas for improvement within the current onboarding program.
- Advocate for clients to inform product development and roadmap decisions.
- Maintained up to date information in CRM (Hubspot)
Onboarding Specialist
REZDY
01.2020 - 01.2024
- Facilitated onboarding sessions for new clients using REZDY platform training materials.
- Assisted clients in setting up accounts and configuring their booking systems.
- Provided ongoing support to clients during initial integration of software features.
- Collaborated with cross-functional teams to enhance onboarding processes and resources.
- Educated clients on best practices for utilizing REZDY's tools and services effectively.
- Gathered client feedback to improve onboarding procedures and user experience.
- Maintained detailed records of client interactions and onboarding progress in CRM system (Hubspot).
- Facilitated seamless onboarding experiences for new clients and team members.
- Assisted with the configuration of onboarding software for client-specific needs.
- Created engaging content for onboarding presentations and materials.
- Developed training documentation and resources for future onboarding initiatives.
- Oversaw necessary onboarding activities, addressing questions to speed up process.
- Provided support in developing training materials for new employees.
Senior Consultant - Customer Success
GreenOrbit
Sydney
07.2018 - 08.2019
- Facilitated client workshops to gather requirements and define project scope.
- Developed comprehensive reports that outlined project findings and recommendations.
- Mentored junior consultants, enhancing their skills and knowledge in consulting practices.
- Collaborated with stakeholders to align project objectives with business goals.
- Created presentations that effectively communicated strategies to clients and executives.
- Managed project timelines and resources to ensure successful delivery of services.
- Established strong working relationships with both internal teams as well as external vendors and clients.
- Collaborated with cross-functional teams throughout the organization to ensure alignment of objectives.
- Supported the sales team by providing technical expertise in pre-sales activities such as product demonstrations or proposal writing.
- Identified areas of improvement within existing processes and systems and recommended changes accordingly.
- Created training materials to mentor junior consultants on best practices.
Implementation Consultant
GreenOrbit
Melbourne, VIC
01.2012 - 07.2018
- Collaborated with clients to define project goals and requirements.
- Configured software solutions to meet client specifications and workflows.
- Conducted training sessions for end-users on new system functionalities.
- Developed user documentation and support materials for implementation processes.
- Assisted in data migration and integration from legacy systems to GreenOrbit solutions.
- Analysed client feedback to refine implementation strategies and enhance user experience.
- Coordinated with cross-functional teams to ensure seamless project delivery timelines.
- Provided ongoing technical support during post-implementation phases for clients.
- Conducted product demonstrations to clients, providing detailed information on features and benefits of the software solution.
- Facilitated training sessions with end users on how to use the software application correctly.
Office Coordinator
GreenOrbit
Melbourne, VIC
01.2011 - 02.2012
- Coordinated office operations and maintained organised administrative processes.
- Managed schedules and appointments for executives and team members.
- Facilitated communication between departments to enhance collaboration.
- Organised company events and meetings, ensuring logistical support was in place.
- Maintained inventory of office supplies and coordinated procurement as needed.
- Assisted in onboarding new employees by providing orientation materials.
- Developed and maintained filing systems for easy access to documents.
- Implemented office policies to streamline workflow and improve efficiency.
- Greeted visitors and directed them to the appropriate area or person.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; evaluating new office products; placing and expediting orders for supplies.
- Provided administrative support for all departments in the organisation as necessary.
- Managed scheduling and organized meetings for executives and staff members.
- Communicated with vendors to ensure timely delivery of office supplies and services.
- Streamlined office operations by implementing new procedures for task management.
- Supported other teams with various administrative tasks when required.
- Scheduled appointments for staff members using Outlook calendar system.
- Managed daily mail distribution including sorting out incoming and outgoing mail.
- Prepared agendas for meetings and took minutes during meetings.
Cafe Owner
Self Employed
Melbourne, VIC
09.2008 - 11.2010
- Managed daily operations and staff scheduling for efficient cafe workflow.
- Developed and implemented menu offerings based on customer preferences and trends.
- Oversaw inventory management, ensuring optimal stock levels and freshness.
- Trained and mentored staff on customer service standards and product knowledge.
- Created marketing strategies to enhance cafe visibility in the local community.
- Established relationships with local suppliers for quality ingredients and supplies.
- Handled customer feedback to improve service quality and address concerns promptly.
- Maintained cleanliness and organization of cafe environment for a welcoming atmosphere.
- Organized daily operations of cafe, including scheduling staff shifts, ordering supplies, and overseeing food preparation.
- Resolved customer complaints quickly and efficiently using problem-solving skills.
IT Trainer & Support Consultant
EBIX Australia
Melbourne, VIC
05.2006 - 08.2008
- Developed training materials for various IT software and hardware systems.
- Conducted hands-on workshops to enhance employee technical skills and knowledge.
- Facilitated onboarding sessions for new hires in IT protocols and tools.
- Collaborated with departments to identify training needs and tailor content accordingly.
- Evaluated training effectiveness through feedback and adjusted programs as needed.
- Provided one-on-one coaching to staff for troubleshooting and problem resolution.
- Maintained up-to-date knowledge of industry trends and technologies for training relevance.
- Supported the implementation of new IT systems through staff training initiatives.
- Developed training materials and resources to support IT staff in their learning process.
- Maintained records of trainee attendance, progress and achievement levels.
- Delivered training sessions and webinars.
- Organised and facilitated group discussions on new technologies, trends and best practices.
Office Coordinator & PA to the CEO
EBIX Australia
Sydney, NSW
02.2004 - 05.2006
- Coordinated office operations and maintained efficient workflow across departments.
- Managed scheduling and logistics for meetings and company events.
- Implemented office policies to enhance productivity and organisation.
- Developed and maintained filing systems for documents and records.
- Communicated effectively with staff, vendors, and clients to ensure smooth operations.
- Provided administrative support to executives and team members as needed.
- Organised training sessions and onboarding processes for new employees.
- Created and maintained filing systems, both paper and electronic.
- Greeted visitors and directed them to the appropriate area or person.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; evaluating new office products; placing and expediting orders for supplies.
- Developed productive working relationships with customers through courteous service via phone or email correspondence.
- Reviewed documents for accuracy before submission to external parties such as clients or vendors.
- Prepared agendas for meetings and took minutes during meetings.
- Handled confidential information in a discreet manner.
- Managed office inventory and placed new supply orders.
- Personal Assistant support to the CEO
- Managed scheduling and appointments for team members and executives.
- Followed up with customer inquiries via phone or email promptly.
Education
Bachelor of Computer Science - Information Technology
University of Western Sydney
Sydney, New South WalesHigh School Diploma -
Rosebank College
Five Dock, NSW11-2000
Timeline
Senior Onboarding Specialist
REZDY
01.2024 - 03.2026
Onboarding Specialist
REZDY
01.2020 - 01.2024
Senior Consultant - Customer Success
GreenOrbit
07.2018 - 08.2019
Implementation Consultant
GreenOrbit
01.2012 - 07.2018
Office Coordinator
GreenOrbit
01.2011 - 02.2012
Cafe Owner
Self Employed
09.2008 - 11.2010
IT Trainer & Support Consultant
EBIX Australia
05.2006 - 08.2008
Office Coordinator & PA to the CEO
EBIX Australia
02.2004 - 05.2006
Bachelor of Computer Science - Information Technology
University of Western Sydney
High School Diploma -
Rosebank College