Rodesa Dolorosa

- Developed a comprehensive project plan for the Bolt project with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.

- Actively engaged with various business units, proactively addressing progress and blockers for the project. This dynamic approach ensures the project's adaptability and responsiveness to potential challenges.

- Effective communication among team members was established to enhance collaboration and the successful completion of the project.

- Monitored progress against established goals, adjusting schedules and resources as needed to keep the project on track.

- Act as the subject matter expert (SME) on all product queries relating to feature development, especially corporate compliance.

- Collaborate with ASIC on different feature developments to ensure requirements align with ASIC.

- Collaborate closely with multiple verticals in the organisation
(Growth, Solutions and the HUB24 Technology & Product team) to ensure delivery timelines are met, and product requirements are delivered to standard.

- Support the Product Manager in executing all product lifecycle processes, including product research, market research, competitive analysis, planning, positioning, roadmap development, requirements, development, and product launch.

- Conducted market analysis to identify customer needs that will
help develop product strategies.

- Created and maintained detailed product strategy documents and user manuals.

- Managed, groomed and prioritised escalated support requests (ESR) from the support team and backlogs.

- Utilized internal and external customer feedback to identify areas of improvement and facilitate product roadmap and prioritisation.

- Provided software application and problem resolution for users regarding their ASIC forms and lodgements.

- Troubleshoot, analyse and identify software and data-related issues. Provide recommendations for issue resolution.

- Provided exceptional customer experience and maintained customer relationships.

- Assisted entry-level and intermediate customer service consultants with troubleshooting complex customer queries.

- Liaised with internal stakeholders to resolve unusual and complex customer requests following the escalation process.

- Coached and mentored other customer service consultants to expand their capability and overall knowledge and understanding of the product and how ASIC forms and lodgements work.

- Served as ASIC point of contact for updates and issues related to forms lodged from the platform.

- Actively developed and provided peer review for Knowledge Base articles, help documentation, and other training materials for both internal and external users.

- Assisted the Team Leader/Customer Service Manager with project delivery.

- Prepared weekly and monthly reports for the volume of calls,
chats and emails that support teams received.

- Provided recommendations to the management about a number of staff needed for each area of the support team based on the report about the volume of calls and chats.

- Served as ASIC point of contact for updates and issues related to forms lodged from the platform.

- Reviewed cases/escalations raised by the support team and gave recommendations to the product team about areas that need to be improved.

- Reviewed current processes and procedures to assess if they need adjustments to meet client needs better.

- Follow-up tasks(issues) and manage the deployment of fixes for bugs with the Head of the Product Development Team.

- Conducted end-of-month coaching and meetings with the team to discuss updates and feedback on current processes and struggles they encountered during the month.