Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
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Terri Cranstoun

Gold Coast

Summary

Highly motivated and results-driven professional with a proven track record of success in technical roles. Possessing a strong blend of technical expertise, strategic thinking, and exceptional interpersonal skills, I am dedicated to delivering outstanding results and driving organisational growth.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Technical Support Specialist

ElevenLabs
03.2025 - Current
  • Provide technical support and troubleshooting for enterprise clients using ElevenLabs' AI voice and audio products.
  • Serve as the main point of contact for resolving complex client issues, ensuring timely and effective solutions.
  • Collaborate with engineering and product teams to escalate and resolve technical bugs, feature requests, and configuration issues.
  • Assist clients with API integrations, WebSocket setups, and custom configurations, ensuring smooth deployment and optimal performance.
  • Analyse client-reported issues, including voice distortions, language compatibility, and model behaviour, and recommend best practices.
  • Deliver clear and professional communication to enterprise stakeholders, maintaining strong client relationships.
  • Document technical issues, solutions, and client feedback to contribute to product improvements and knowledge base resources.
  • Conduct demo sessions and onboarding for new enterprise clients, providing technical guidance and best-use recommendations.
  • Monitor system performance and client usage metrics to proactively identify and address potential issues.
  • Stay updated on ElevenLabs' latest product developments, AI model updates, and language capabilities to provide informed client support.

Big Tech Data, Insights & Analytics Graduate

Vodafone
09.2022 - 07.2024
  • Demonstrated proficiency in Amazon Web Services (AWS) through completion of a comprehensive six-month development program, specialising in Solution Architect, Developer Associate, and SysOps Administrator roles.
  • Proficient in building and deploying pipelines across multiple cloud platforms, including AWS, Azure, and GCP, showcasing versatility and expertise in cloud platform infrastructure.
  • Advanced expertise in constructing, deploying, evaluating, and validating large language models through the application of machine learning methodologies.
  • Experienced in collaborating within teams to develop a personalised reskilling/education platform leveraging Vodafone's knowledge base.
  • Integrated a searchable vector database from diverse learning materials and GPT models to streamline resource accessibility and offer tailored recommendations.
  • Skills acquired include working in a team, prompt engineering, understanding of GPT models, and elicitation of user requirements, with prerequisites in Python proficiency, web application basics, and creative problem-solving.
  • Utilised Power BI dashboards to analyse and present large datasets.
  • Proficient in DAX and data modelling.
  • Knowledgeable in Python and Pandas.
  • Employed Power Apps and Power Automate to streamline team processes.

Customer Advisor

Three
08.2021 - 06.2022
  • Achieved sales targets through product upselling and ensuring customer satisfaction.
  • Demonstrated in-depth knowledge of various products and technology specifications.
  • Received training in risk awareness, including fraud prevention and SAFe protocols.
  • Effective communication and rapport-building with customers.

Solution Architect Support

Vodafone
06.2020 - 06.2021
  • Utilised big data skills, such as Excel and Power BI, for analysing large datasets.
  • Developed coding skills in AutoSow to automate customer proposal generation.
  • Collaborated and communicated with diverse teams.

Barista

Costa Coffee
09.2016 - 06.2020
  • Enhanced profitability through effective product upselling.
  • Proficient in managing deliveries and utilising different systems.
  • Assisted in running team meetings and provided peer assessments.
  • Gained experience in shift management and leadership responsibilities, including task delegation and team satisfaction.
  • In progress and nearly fully trained as a supervisor.

Education

BA - Business and Management (with a Year in Industry)

University of Kent

The Thomas Tallis School
06-2016

The Joan Roan School
06-2011

Skills

  • Analytical Thinking
  • Excellent Communication
  • Python
  • Cloud Services
  • Teamwork and Collaboration
  • Technical troubleshooting
  • Agile
  • RSA Certified

Certification

  • Microsoft Certified: Azure Fundamentals
  • Amazon Web Services Cloud Practitioner

Interests

  • Football (Soccer): As captain of my inaugural season with Broadbeach United in Australia, I demonstrate leadership and strategic thinking, building on my previous experience at Long Lane Football Club in the UK, where I also served as captain I am passionate about the sport, and I foster strong team bonds through organised team events
  • Photography: As a member of the University of Kent Photography Society, I cultivate my creativity and enhance my ICT skills through photo editing, directly contributing to my ability to develop visually engaging presentations and marketing materials
  • Community Engagement: I actively contribute to my community through volunteering at various charity shops and the University of Kent, demonstrating my commitment to service and social responsibility

Timeline

Technical Support Specialist

ElevenLabs
03.2025 - Current

Big Tech Data, Insights & Analytics Graduate

Vodafone
09.2022 - 07.2024

Customer Advisor

Three
08.2021 - 06.2022

Solution Architect Support

Vodafone
06.2020 - 06.2021

Barista

Costa Coffee
09.2016 - 06.2020

BA - Business and Management (with a Year in Industry)

University of Kent

The Thomas Tallis School

The Joan Roan School

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Terri Cranstoun