Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
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Samantha Isaacs

Auckland,AUK

Summary

Strong leader and problem-solver dedicated to streamlining operations, building processes and high-preforming teams to improve customer experience. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organization brand.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Global Lead - Customer Success Managers

Omnipresent
02.2022 - 02.2024
  • Built scalable CSM offering process and team.
  • Recruited, trained and managed a global team of CSM's
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Coordinated with internal teams to provide prompt support and address client needs efficiently.
  • Created and maintained comprehensive customer success documentation for internal and external use.
  • Championed innovative solutions that empowered customers to optimize their use of the product or service effectively.


Regional Account Manager

Veson Nautical
01.2018 - 04.2019
  • Newly created role to convert existing clients to web platform and ensure smooth transition of new clients from sales team to project implementation to support team
  • This role had an upsell KPI.

Software Support Analyst

Veson Nautical
09.2015 - 01.2018
  • Troubleshooting and researching technical and end user process issues
  • While in this role I designed and recommended creative workflows for clients and also our internal team
  • This included process documentation and team education for software support and customer service.

Retail & CRM Coordinator

L'Oreal New Zealand
09.2013 - 11.2014
  • The daily requirements of this role included coordinating the monthly sales promotions, sales and KPI reporting and analysis and monthly group reporting
  • I also took the country lead for a new POS roll out for all luxury boutiques and counters
  • This included development, training and troubleshooting of the new system.

Portfolio Manager

L'Oreal New Zealand
01.2013 - 09.2013
  • This role was nestled in the Client Services team as a liaison between the services team and the logistics team to ensure correct delivery dates and order scheduling
  • I was also responsible for monthly reporting of Profitable Order Management at a country level
  • I also stepped up as backup Client Services Manager when needed, for the team.

Shipping & Sales Administrator

Delegat's Wine Estate
07.2011 - 01.2013
  • In this role I was able to experience many jobs within the supply chain, from creating production work orders to working with distributors to ensure adequately stocked warehouses and clients nationwide.

Education

Bachelor of Commerce - Double Major in International Business and Commercial Law

University of Auckland
Auckland, NZ
01.2011

Skills

  • Project management
  • Customer Service
  • Strategic communications
  • Customer Account Management
  • Team Leadership
  • Team Development
  • Process Improvement

Languages

English

Certification

Mental Health First Aid Certification

Timeline

Global Lead - Customer Success Managers

Omnipresent
02.2022 - 02.2024

Regional Account Manager

Veson Nautical
01.2018 - 04.2019

Software Support Analyst

Veson Nautical
09.2015 - 01.2018

Retail & CRM Coordinator

L'Oreal New Zealand
09.2013 - 11.2014

Portfolio Manager

L'Oreal New Zealand
01.2013 - 09.2013

Shipping & Sales Administrator

Delegat's Wine Estate
07.2011 - 01.2013

Bachelor of Commerce - Double Major in International Business and Commercial Law

University of Auckland

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Samantha Isaacs