Our people are our greatest asset. In this blog series, we feature one-on-one interviews with individuals from our global team. Get to know us and our people...
Meet Brooke Scott, our Senior Client Success Executive here at SmartPA. She is a bit of a globetrotter and has relocated to Scotland all the way from a small country town of 9,000 in New Zealand. She would like to highlight that the small town is ‘up and coming’ and installed their very first traffic light this year!
Brooke enjoys a crisp pint, and her UK mission is to find the best Old Man’s pub. She welcomes all recommendations...
Brooke has just joined SmartPA in April 2022 into a brand-new department. She will be growing the Client Success department with hopes to have two new employees join her before the end of the year.
What does your role entail?
I talk to clients most days, to understand their feedback, needs and expectations. I then take these data and trends and map the customer’s journey to then implement change and improvements to strengthen our customer centric culture and success team. I work collaboratively with various departments, including service design, sales, marketing, call handling, business support and the SmartPA Training academy.
What attracted you to SmartPA?
The culture! I’m an easy sell, and as soon as I heard there was a ‘Fizz Friday’ I was sold.
Seriously though, the SmartPA energy is fantastic and it’s a fun place to work in.
What is your favourite thing about working here?
How everyone is so driven to achieving. It is important to have colleagues who work well together and who are here to get the job done. It makes coming to work enjoyable.
Sky, the office dog, is a close second.
How does your role impact the experience of our clients?
I am the first point of escalation for our international customer base and will manage any potential or occurred customer issues, looking at root cause analysis to ensure repeat incidents don't occur. Customer feedback is something we deeply value to make sure we meet our SmartPA Service Level Agreements (SLA’s) and continuously build on our commitment, consistency, and customer experience.
Is there anything you are in the process of implementing to improve clients experience? Any exciting projects in the pipeline?
Yes! We are launching our new client referral program come June and it will be showcased in our monthly newsletter. There will be admin and call handling support up for grabs so start making a list of your clients, friends, neighbours, and baristas who could all benefit from a SmartPA.
What would you say to someone considering using SmartPA?
Save time, work better. Let us be your memory, your right hand, and the person who ensures you go home before midnight. SmartPA doesn’t just provide support, we offer simplicity, value adding and quality experts.