Leo Elliott-Jones
Preston,Melbourne
Summary
I am a seasoned customer experience specialist, with more than 10 years of experience managing relationships across a range of industries.
I have strong interpersonal and communication skills and I'm able to effectively manage multiple tasks in fast-paced environments.
In my current role as a Senior Customer Experience Specialist Xero I am responsible for supporting and mentoring my team Australia and globally, ensuring I apply the Xero values at every touchpoint.
Company culture is important to me - in my current role I lead our social committee, bringing together a range of different people across disciplines to organise social events.
Overview
4
4
years of professional experience
Work History
Senior Customer Experience Specialist
Xero
07.2023 - Current
- Implemented new strategies to reduce average case response time, increasing productivity and customer satisfaction.
- Utilized CRM software to track interactions with customers, identify trends to improve product offerings and the overall customer experience.
- Created and led training sessions for new and existing employees on technical troubleshooting protocols, customer case handling and other essential skills needed for success in their roles as Customer Experience Specialists.
- Created a knowledge base for staff members that provided quick access to important company information, frequently asked questions, and troubleshooting guides; this resource served as an invaluable tool in helping employees quickly resolve customer queries.
CUSTOMER EXPERIENCE SPECIALIST
Xero
10.2021 - 06.2023
- Provided a personal experience to customers, from accounting partners to new users. Worked with colleagues with more than a dozen different specialist subject areas to provide accurate and useful information to customers.
- Represent the company at various events, seminars and workshops as a subject matter expert.
- Was regularly the first to be trained on new software and products and often placed on different queues where queue levels and response times needed to be driven down.
COFFEE EQUIPMENT SALES
Di Pacci Coffee Co.
03.2020 - 10.2021
- Established long-lasting relationships with clients, leading to increased repeat business.
- Provided comprehensive product demonstrations, resulting in a higher conversion rate of potential customers.
- Conducted regular market research, staying informed about emerging technologies and adjusting sales strategies accordingly.
- Boosted equipment sales by identifying customer needs and recommending appropriate solutions.
Skills
- Client Advocacy
- Trend Monitoring
- Change management
- Strategic planning
- Continuous learning
- Product knowledge
- Conflict resolution
- Performance monitoring
- Leadership qualities
- Decision-making abilities
Timeline
Senior Customer Experience Specialist
Xero
07.2023 - Current
CUSTOMER EXPERIENCE SPECIALIST
Xero
10.2021 - 06.2023
COFFEE EQUIPMENT SALES
Di Pacci Coffee Co.
03.2020 - 10.2021
Similar Profiles
Navneel RamNavneel Ram
Accounting Customer Experience Specialist at XeroAccounting Customer Experience Specialist at Xero
Tasfia KhandakerTasfia Khandaker
Customer Experience Specialist at XeroCustomer Experience Specialist at Xero
Olivia RynneOlivia Rynne
People Experience Business Partner at XeroPeople Experience Business Partner at Xero
JASMINE AHNJASMINE AHN
Business Analyst - Digital at XeroBusiness Analyst - Digital at Xero
Jayden ScottJayden Scott
Builder at Canterbury Insulated BuildersBuilder at Canterbury Insulated Builders