Hi, I’m
Sarah Robbins
Customer Success Specialist
Bunbury,WA
Summary
A results-oriented Customer Success Specialist with a relentless drive for meaningful work, well-versed in high-volume call centres and tech startups.Exemplifies exceptional emotional intelligence and self-awareness, fostering effective communication and strong relationships with colleagues and clients.
Offers technical proficiency and a unique perspective to solve complex customer problems and exceed performance targets. Dedicated to personal development and self-actualisation, striving to provide exceptional service and unforgettable customer experiences.
Overview
7
years of professional experience
5
Certificates
Work History
Doshii, X15 VenturesSydney, NSW
Customer Success Specialist
01.2022 - Current
Job overview
- Facilitate the onboarding of an average of 30-50 new clients per week, with a 95% client satisfaction rate.
- Successfully respond and resolve address an average of 30+ level 2 and 3 incidents per week, with a resolution rate of 95%.
- Manage an average of 60-100 daily support queries through various channels, including email, Slack, and Zendesk, with an average response time of 2 hours.
- Consistently meet or exceed SLA/KPI expectations by triaging support requests and prioritising accordingly.
- Investigate, debug, and resolve connectivity issues and incidents, reducing client downtime by 30%.
- Building and updating a knowledge base of common payment app integration issues and developing documentation to aid in their resolution, resulting in a 25% decrease in support requests.
- Contribute to the road mapping process for transitioning between CRM systems, resulting in a successful transition for 95% of clients and internal teams.
CentrelinkBunbury, WA
Service Officer, APS 4
04.2016 - 02.2021
Job overview
- Worked within a high-volume, high-pressure call centre environment, regularly exceeding service delivery with an average of 120+ calls per week.
- Addressed complaints with a satisfaction rate of 85%, mitigating customer dissatisfaction.
- Identified customer vulnerabilities, referring to external agencies, resulting in successful referrals for 80% of cases.
- Documented customer records compliant with gov. regulations, ensuring compliance in 100% of cases.
- Utilised troubleshooting techniques to resolve technical problems with a resolution rate of 90%.
Skills
Tech nerd, creative thinker, determined problem-solver
Self-aware, honest, humble with an entrepreneurial spirit
Driven, Highly organised, typically wearing many hats!
MS Office Suite proficient: Word, Excel, Outlook
CRM proficient: Zendesk, HubSpot, Slack, other CX tools
A solid understanding of REST APIs and JSON and the ability to articulate this knowledge to non-technical team members
Technical documentation; Proficient in researching and thoroughly documenting technical issues to ensure an accurate and efficient resolution
Technical troubleshooting; identifying and resolving technical issues that arise in customer interactions
Education
Google Career Certificates
Foundations of User Experience from User Experience
06.2022 - 09.2022
Google Digital Garage
from Google Ads Display
10.2021 - 12.2021
Certification
Service Hub Software, HubSpot Academy
Timeline
Service Hub Software, HubSpot Academy
11-2022
Google Career Certificates
Foundations of User Experience from User Experience
06.2022 - 09.2022
Customer Success Specialist
Doshii, X15 Ventures
01.2022 - Current
HubSpot Sales Software, HubSpot Academy
12-2021
Foundations of UX, Google Career Certificates
11-2021
Inbound, HubSpot Academy
11-2021
Google Digital Garage
from Google Ads Display
10.2021 - 12.2021
Product Fundamentals, Shopify Partner Academy
06-2021
Service Officer, APS 4
Centrelink
04.2016 - 02.2021