Open to opportunities

Scarlett Donovan

@scarlett

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Senior customer support specialist delivering exceptional service in fast-paced environments.

Australia

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What I'm looking for

I like working in fast-paced environments at companies with great products.

With a strong background in customer service and team leadership. My journey began at Eucalyptus, where I quickly advanced from a packer to a Packing Team Lead. In this role, I led a team of ten, focusing on operational excellence and customer satisfaction.

My key achievements include designing and implementing a manifest process that drastically reduced late manifest rates and developing a spreadsheet model to analyze return-to-sender costs.

Experience

Work history, roles, and key accomplishments

Current

Senior Member Help Expert

Current

Spriggy

Mar 2023 - Present (2 years 3 months)

• Developed and conducted training programs for new hires, improving onboarding efficiency
• Worked with analytics to develop LLM-powered chatbot
• Subject matter expert for Spriggy SPRK

Intercom Amplitude Stripe Braintree Customer Service Notion

Packing Team Lead

Filled Function (Eucalyptus)

Aug 2021 - Jul 2022 (11 months)

Led a team of 10 packers, collaborating with operational teams to enhance customer experience. Implemented standard operating procedures and reduced fulfillment issues significantly, improving overall efficiency.

Team Leadership Customer Experience Problem Solving Data Analysis Communication Zendesk Slack Process Improvement

Nanny

Geraldine Lock

Apr 2017 - Aug 2021 (4 years 4 months)

Provided care and support, focusing on developmental activities and communication. Collaborated with parents to enhance the child's wellbeing and educational progress.

Childcare Communication Problem Solving Mentoring Education

Front of House

Johnson's Restaurant Bar

Jan 2015 - Apr 2017 (2 years 3 months)

Worked as a waitress and bartender, delivering excellent customer service and building rapport with patrons. Conducted training on customer experience and coordinated with teams to ensure satisfaction.

Customer Service Training Communication Inventory Management Relationship Building