Reece Richardson

Experience

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  Active Edge promotions

  Apr 2013 - Feb 2014

  Concierge and Promotional Staff

  (clients include Weetbix, CUA, Bupa, Energizer)• Assisting in various promotions; including Ekka and schools• Providing expert customer service• Handling complaints and dissatisfied customers• Managing promotions

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  Uber

  Mar 2015 - Aug 2016

  Partner Driver

  • Dealing continuously with clients and providing exceptional service• Managing my own vehicle, business and tax

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  DHL Express

  Aug 2016 - Feb 2017

  Customer Service Consultant
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  Sutherland

  Aug 2017 - Apr 2018

  Customer Service Agent
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  Voice123

  May 2018 - Dec 2023

  Reporting to the CEO, I led several cross-functional agile squads. I managed the delivery of several successful products that solved users' biggest problems. I conducted exploratory meetings and workshops with enterprise users to identify needs and scope out the product’s requirements. I worked closely with each team to improve and iterate solutions to issues faced within the product to keep the roadmap on track. I also sat on the senior leadership team and contributed to strategy and the company’s future direction.* Launched and managed the development of a new Bookings and Secure Payment product, the company’s first transactional product. This product now accounts for 9% of total revenue. * Conceived, managed and launched Voice123’s Managed Services product, focusing on delivering complex fully finished voice-over projects. It has a satisfaction score of 100% and I dealt with users such as Garmin, Neosapience and the British Council. * Developed Voice123’s policy for working with and collaborating with Voice AI companies. Delivered several complex Voice AI projects as part of their services and worked with hundreds of voice actors in creating AI voice data and clones.* Assisted with the transfer of user data to Hubspot for tens of thousands of users, and devised and implemented new data enrichment processes to automate the firmographic segmentation of their users, providing user information that was previously unknown. Show less Reporting to the CEO, I assumed the leadership of a new team of Client Success Managers dealing with B2B users. I conceived and managed the future direction of the team, engaging with the team and users to solve problems users faced. Additionally, I provided professional development to team members, as well as maintaining KPIs, leading OKRs and handling escalations. * Ran several successful experiments to grow their user and revenue base that led to future products aimed at their users.* Automated complex customer success workflows connected to the Voice123 matching algorithm that allowed their customer success team to intervene in cases where a voice-over project was underperforming or overperforming a user's expectations.* Managed the CRM software, designed processes and macros, segmented ticket types, and created data reports and metrics. Show less I managed inquiries from users as well as proactively reached out and resolved potential issues with project performance to delight and retain customers. * Reporting to the head of Customer Success, I became a part of agile teams, providing user feedback, conducting user research and testing new features and products.Maintained a high level of customer satisfaction (>90%) and responded to users within their set Service Level Agreements (SLAs). * Successfully navigated a complete relaunch of the platform, handling thousands of responses to users concerning the new service features and issues they were facing and advocating for platform and product changes based on those inquiries. Show less

  • Product Manager

    Jan 2021 - Dec 2023

  • Senior Customer Success Manager

    Jun 2019 - Jan 2021

  • Customer Success Manager

    May 2018 - Jun 2019
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  Scout Talent

  Jun 2024 - now

  Product Owner

  I report to the Head of Product and Technology, translating our Group Vision into a clear Product Strategy. I lead product development initiatives, collaborating with cross-functional teams to ensure projects are delivered on time and within scope. I work with stakeholders on the Product Roadmap, focusing on understanding our target market and their evolving needs. By addressing user pain points, I identify opportunities for improvement and work with developers, designers, and marketers to implement solutions. My role as a product owner aims to deliver an exceptional user experience and support Scout Talent's goals.Responsibilities include:* Collaborating with the Executive Team to align the Group Vision to our Product.* Managing the Product Roadmap with our stakeholders.* Allocating resources and managing agile sprints to meet deadlines.* Understanding our target market and anticipating their needs.* Identifying and addressing user pain points for continuous improvement.* Working with a cross-functional team to implement the Product Roadmap.* Setting and achieving goals for the Product division. Show less