Sydney, Australia

Customer solutions specialist.

Customer service professional with a product-thinking background. I know what customers need, why they leave, and how to keep them.

See my experience Get in touch →

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Customer Service·Complaint Handling·De-escalation·CRM: The Hub·Member Onboarding·Retention·Upselling·Psychology Background·Product Thinking·Customer Service·Complaint Handling·De-escalation·CRM: The Hub·Member Onboarding·Retention·Upselling·Psychology Background·Product Thinking·

Where I've worked

4+ years of front-line experience across hospitality, retail, fitness, and events — now SaaS.

Reckon

Customer Solutions Specialist

Jul 2026 — Present

Cloud accounting SaaS. Front-line customer solutions — helping businesses get set up, unstuck, and getting value from the product.

Gelato Messina

Events Staff

Oct 2025 — Present

High-volume events across Sydney. Brand-consistent service under pressure. Direct relationships with senior leadership.

Plus Fitness

Membership Consultant

2023 — 2024

Managed the full member lifecycle end-to-end. Complaints, CRM (The Hub), onboarding, upselling. Primary escalation contact.

Oporto

Front of House

2021 — 2022

200+ transactions per shift. 98% cash accuracy. 90% customer satisfaction. POS operations and end-of-day reconciliation.

IGA Supermarkets

Team Member

2022 — 2023

High-traffic retail environment. Customer queries and issue resolution. Known for approachability and helpfulness.

Woolworths

Nightfill Team Member

2022 — 2023

Overnight operations. Often sole customer contact on shift — handled queries and issues independently.

Case studies

Two years inside startups, mapping where customers drop off and why — and building fixes.

Spread

Redesigned customer onboarding to reduce drop-off and drive word-of-mouth growth

OnboardingRetentionGrowth

→

Men in Motion

Identified customer friction points and rebuilt the experience to improve trust and retention

CXRetentionTrust

→

Deep Defense Solutions

Mapped a complex incident lifecycle and designed human review systems to protect users

B2B SaaSSystemsNDA

→

INVSTR

Designed onboarding for first-time investors — removing jargon and building confidence

FintechOnboardingConcept

→

LocaLink

Travel app connecting people through shared interests — trust and safety by design

TravelTrustConcept

→

ShareSquare

Removed friction from shared living — bills, chores, and accountability without the awkwardness

ConsumerFrictionConcept

→

About

I understand people. That's what makes the difference in customer service.

I started in psychology and social work — learning how people communicate, what they actually need, and how to respond under pressure. That foundation shapes everything I do in customer-facing work.

4+ years at the front line across fitness, hospitality, retail, and events. I've handled complaints, managed escalations, onboarded members, and kept service standards high across every environment I've worked in.

I also spent two years inside startups mapping customer journeys and identifying where people drop off. That means I don't just resolve issues — I understand the systems behind them.

Now I've brought both to Reckon as a Customer Solutions Specialist — front-line customer work and systems thinking, finally in the same job.

Currently Customer Solutions Specialist at Reckon Also Events Staff at Gelato Messina (casual)

Customer Service

Complaint handlingDe-escalationCRM: The HubMember onboarding

Product Thinking

Journey mappingFriction identificationOnboarding designRetention strategy

Strengths

Psychology backgroundEmpathetic commsCalm under pressureOwnership mindset

Tools

FigmaCanvaAdobe ExpressAI workflows

Customer solutions specialist.

Where I've worked

Case studies

I understand people. That's what makes the difference in customer service.

Let's talk about the work.