Megan Purcell

• Lead 4 different departments within the business, Client Support, Partnerships, Product and L&D.
• Partnerships - successfully implemented an external partner program for Enterprise Consultants this year for the APAC business. Onboarded and trained Consultants to become Enterprise Consultants who are fully independent across APAC.
• Client Support - successfully decreased support wait times from days to 2 mins with the adoption of an offshore live chat team and the introduction of a client care team.
• Learning and Development: Initiated and successfully implemented the roles of Internal Corporate Trainer and Digital Learning Manager, enhancing the organization’s training capabilities.

• Managed the APAC business alongside the CEO.
• Proposed strategic changes within the business when we launched in NZ.
• Set up the Operational Division of the NZ arm of the business once launched.
• Built a Partner Network across the APAC region.
• Managed the Product Team, collaborated with the development team on various product requests, addressing known issues and managing product releases.
• Mentored team members by sharing knowledge, offering guidance, and providing constructive feedback; fostering a culture of continuous learning and development within the organisation.

This role was only discontinued due to a restructure within the organisation.

• Established long-term partnerships with clients by providing exceptional support and expert guidance on their strategic goals.
• Provided oversight and direction on development of prospective product offerings.
• Developed and implemented robust performance metrics for the professional services department, driving improvements in service quality and customer satisfaction.
• Managed various teams including Implementations, HelpDesk, Transutions and Product.

• Ensured implementations and transitions were delivered on time.
• Maintained professional, organized, and safe environment for employees and patrons.
• Cross-trained existing employees to maximize team agility and performance.

• Contributed to sales efforts by participating in pre-sales meetings and presenting compelling demonstrations of consulting capabilities.
• Designed planning and messaging strategies for implementation projects.
• Increased client retention with excellent communication and consistent follow-ups throughout the consultation process.

• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Established positive and effective communication among unit staff and organisation leadership, reducing miscommunications, and missed deadlines.
• Supervised operations staff and kept employees compliant with company policies and procedures.

• Managed a team of service professionals to ensure timely and effective resolution of customer issues.
• Developed training programs for technicians, resulting in improved efficiency and productivity.
• Developed strategic partnerships with key industry players to expand business opportunities and strengthen the company''s market presence.

• Established clear performance metrics for the product support team, driving accountability and continuous improvement.
• Enhanced product support efficiency by streamlining processes and implementing new strategies.
• Managed the successful launch of new products by coordinating efforts between the support team and other departments.

• Addressed and resolved customer complaints and issues to improve satisfaction.
• Streamlined processes for managing client interactions, leading to improved response times and higher levels of satisfaction.
• Improved customer satisfaction rates by providing tailored solutions to meet individual client needs.
• Aligned client expectations with internal capabilities by setting clear objectives at the outset of each project or engagement period.
• Met budget each month on Renewals of the firms allocated to my pipeline.

• Managed the NSW Consulting Team including scheduling implementations, training sessions and upgrades.
• Monthly internal training and presentations to the team to upskill them.
• Collaborated closely with cross-functional teams to develop innovative solutions addressing complex client challenges.

• Designed tailored training programs for clients.
• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
• Developed innovative strategies for clients, resulting in increased revenue and business growth.
• Carried out installation and training for thousands of LEAP users.

• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
• Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
• Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.

• Organized files for court proceedings.
• Developed and maintained filing and retrieval systems.
• Created, indexed, and maintained client binders.
• Arranged for delivery of legal correspondence to clients, witnesses, and court officials.