Naomi Spiccia
Rockingham,WA
Summary
Accomplished Enterprise Customer Success Manager at Healthengine, adept in Salesforce proficiency and customer relationship building. Spearheaded critical business transitions, ensuring client satisfaction and retention, notably with key accounts like TerryWhite Chemmart. Excelled in data-driven decision-making, leading to impactful upsells and product feedback integration, fostering a culture of continuous learning and growth.
Overview
27
27
years of professional experience
Work History
Enterprise Customer Success Manager
Healthengine
08.2023 - Current
- Provided comprehensive support during critical business transitions, ensuring minimal disruption to client operations.
- Facilitated successful upsells and expansions by demonstrating the value of additional products or services to existing customers.
- Provided customer and market feedback to product team to help build features and solutions.
- Managed key client relationships, (TerryWhite Chemmart, Priceline Pharmacies, Amcal, Pharmacy 777 & Wholelife Healthfoods), leading to increased account retention and growth.
- Enhanced customer satisfaction by proactively identifying and addressing potential issues within enterprise accounts.
- Delivered impactful presentations showcasing product capabilities, aligning with specific client needs and goals.
- Championed ongoing education among team members fostering a culture of continuous learning and growth.
- Negotiated contract renewals skillfully, securing long-term commitments from key clients while maintaining profitability standards.
Customer Support Specialist (Enterprise)
Healthengine
02.2022 - 08.2023
- Resolved technical issues to ensure customer satisfaction and loyalty.
- Improved response times by effectively managing support tickets.
- Assisted customers with account inquiries to provide seamless service experience.
- Facilitated product troubleshooting, enhancing user experience.
- Inbound Support (Zendesk Live-chat, email and phone)
- Implementation and on-boarding of new corporate groups
- Training new & existing customers on relevant product suites
- Managing macros in Zendesk and writing help & training articles
- Monitoring product suggestions and liaising directly with the product teams
- Meeting committed SLA requirements
- Implementation of customer support Health Check program for companies quarterly OKR’s
- Coaching & mentoring Individual support team members
- Training Solutions - Webinars for Corporate Groups
- Recruitment of new employees
- Account Management with Salesforce
- Enterprise/Corporate Customer Support (newly acquired accounts for Pharmacy)
Customer Support Specialist
Healthengine
04.2019 - 02.2022
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
Employee Experience Co-Ordinator
Healthengine
01.2019 - 03.2019
- Be the first point of call for all employee queries
- Coordinate the onboarding process for new starters including but not limited to setting up desks, providing welcome pack and setting up system accounts
- Booking meeting rooms and calendar management
- Office Facilities management
- Raising Purchase Orders for general office supplies, training and education spends
- Ad hoc support to all Healthengine employees
- Liaise with external IT providers
- Assist with internal company-wide events
Assistant Store Manager
Country Road
11.2012 - 09.2018
- Maximise Profit: Achieve sales budgets, develop a culture within the store, KPI'S
- Staff Development & Training: Following training guidelines within the Country Road Group. Ensuring all staff are integrated effectively into the business with new starter training, as well as any required succession training
- Recruitment: Hiring new team members, conducting interviews with professionalism.
- Performance Management: Staff reviewed regularly through meetings, with feedback positive & negative on staff performance within the store
- Inventory: Management of inventory systems, Back of House, running of stock takes, negative stock & loss prevention.
- General Management Skills: Communication skills, Customer service (complaints and in-store service) Delegation, Team Building, Computer Skills & Leadership.
- Visual Merchandising: Working cohesively with the VM team in-store, making decisions based on reports. Reading visual merchandising documentation & style guides, promotion setup, store presentation.
- Expense Management: Minimise expenses of the following to or below an agreed budget; Salaries, Shrinkage, Petty Cash, Consumables, Travel & Recruitment expenditure
- Online: Processing Online orders, in store pickups, using the Startrack pickup service, packing and shipping online orders and in store transfers.
Administrative Manager
Acoustic & System Sales
01.1998 - 04.2017
- Greeted visitors, employees and clients politely and professionally for excellent reception service.
- General Reception duties & telephone enquiries
- Dealing with customer concerns
- PAYG and BAS
- Payroll
- Payment of Sub-Contractors
- General Accounting Skills – Quickbooks & MYOB
- Invoicing and Sales
- Personal Assistant to Manager
- Responsible for opening and closing office
- Receiving and accepting stock
- Providing a high level of customer service and strong selling techniques
- Working closely with distributors to fulfill special customer orders
- Knowledge of Microsoft Office Suite
Education
Certificate III & IV of Business Administration
Central Regional TAFE
WA12-1999
Skills
- Customer advocacy
- Goal setting and achievement
- Data-driven decision making
- Client needs assessment
- Salesforce proficiency
- Customer onboarding
- Customer service
- Customer relationship building
Accomplishments
- Received the Customer Support Consultant of the month
- Rollout of Telehealth during the COVID lockdown
- Promoted to Enterprise/Corporate Support for Pharmacy
- Received the Make Your Mark award for 2022
Timeline
Enterprise Customer Success Manager
Healthengine
08.2023 - Current
Customer Support Specialist (Enterprise)
Healthengine
02.2022 - 08.2023
Customer Support Specialist
Healthengine
04.2019 - 02.2022
Employee Experience Co-Ordinator
Healthengine
01.2019 - 03.2019
Assistant Store Manager
Country Road
11.2012 - 09.2018
Administrative Manager
Acoustic & System Sales
01.1998 - 04.2017
Certificate III & IV of Business Administration
Central Regional TAFE
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