Profile
Customer experience professional with a psychology background and 4+ years of front-line service across fitness, hospitality, retail, and events. Two years working with startups on customer journey mapping, onboarding design, and retention strategy — always through the lens of the customer. I understand what drives churn, where friction lives, and how to fix it.
Experience
Gelato Messina
Events Staff
- Delivered high-quality service at high-volume events, managing customer flow and queues under pressure
- Adapted across varied event formats and team configurations to maintain consistent brand experience
- Built direct working relationship with Gina Cicchini, National Event Ops Manager
Oct 2025 — Present
UX / Design Work
Customer Experience Consultant
- Spread — Redesigned customer onboarding, cut qualification from 25 to 10 steps, built archetype-based recommendation engine; retained post-engagement to oversee build with CTO
- Men in Motion — Identified friction points, rebuilt trust hierarchy, applied pricing psychology; post-launch: 4 new sign-ups, 75% client retention beyond typical average
- Deep Defense Solutions — Mapped end-to-end incident lifecycle, designed human review gates at escalation points, defined ticket validity criteria for B2B SaaS platform (NDA)
May 2024 — Mar 2026
Plus Fitness, Rockdale
Membership Consultant
- Managed full member lifecycle end-to-end — onboarding, payments, cancellations, and upselling using The Hub CRM
- Primary escalation contact for complaints; resolved issues calmly while protecting retention and revenue
Jan 2023 — Feb 2024
IGA Supermarkets, Lugarno
Team Member
- Resolved customer queries in high-traffic environment; built a reputation for approachability and follow-through
Oct 2022 — Jun 2023
Woolworths, Hurstville
Nightfill Team Member
- Managed overnight stock flow; often sole customer-facing contact on shift, handling queries and issues independently
Oct 2022 — Jun 2023
Oporto, Bexley
Front of House
- Processed 200+ transactions per shift with 98% cash accuracy and 90% customer satisfaction rate
- Operated POS systems and supported end-of-day reconciliation for accurate billing
Dec 2021 — Oct 2022
Skills
Customer Service
Complaint Handling
De-escalation
CRM: The Hub
Member Onboarding
Upselling
Retention
Product Thinking
Journey Mapping
Friction ID
Onboarding Design
Retention Strategy
Tools
Figma
HubSpot
Canva
POS Systems
AI Workflows
Education
Google UX Design Certificate
Google Courses, Online
May 2024 — Sep 2024
UX/UI Design Bootcamp
Monash University Bootcamps, Online
Nov 2023 — May 2024
Bachelor of Social Work (incomplete)
Australian Catholic University, Strathfield
References
Gina Cicchini
National Event Ops Manager, Gelato Messina
Available upon request
Bishoy Eskander
Franchisee, Plus Fitness Rockdale
Available upon request
Angela Metri
Founder, Spread
Available upon request