Victoria University of Wellington

Marie Forleo’s B-School Program

Passionate about helping businesses transform with technology

Behind Wellness offers flexible marketing subscription services for beauty and wellness brands. 

We're your one-stop shop for all things creative—from stunning designs and creating punchy blog posts to sleek websites. No more juggling multiple freelancers or agencies. We've got it all covered under multiple plans that fit your budget.

What sets us apart? 

We're not just marketers. We're beauty and wellness industry insiders with over 10 years of experience. We speak your language, understand your challenges, and know what truly works in this space. Our subscription model gives you access to top-tier creative services on-demand, making professional marketing both accessible and affordable.

We've helped brands like JadeBeauty.io and Bada Bean build engaged online communities and boost their online presence. 

Whether you're a solo practitioner or a growing brand, we're here to take the marketing stress off your plate. 

Ready to take your brand to the next level? 

Visit us at https://behindwellness.com

Behind Wellness

Founder

Collaborated with a range of start-ups, entrepreneurs, and small to medium-sized businesses across different sectors. 

Some key milestones:

- Delivered client support through in-app chat, phone, email, and technical-screen shares 
- Managed a backlog for the assigned projects, and creating well defined requirements and prioritizing the customer’s needs appropriately using Monday.com
- Worked with developers to debug bugs users are experiencing and make sure nothing falls through the cracks
- Built automations, macros, and help center articles in Intercom, Help Scout, and Zendesk   
- Constructed onboarding campaigns for trial and paying users using Customer.io 
- Managed online customer reviews on Trustpilot, G2 and Capterra 
- Implemented NPS initiatives and surveys to collect user feedback using SatisMeter
- Mentored and trained new hires 
- Onboarded new users with product demos, to showcase key features and their value to their specific needs 
- Wrote content such as blogs, tutorials, guides, and other similar materials
- Provided quality answers on online forums such as Quora  
- Designed, created and maintained training resources, enabling different learning styles (videos, and texts) and different teams, using Notion and Confluence 
- Acted as the main point of contact for all stakeholders, including clients and internal team members
- Delivered high-level feedback reports and data gathering to identify knowledge gaps and improve processes 

𝗦𝗸𝗶𝗹𝗹𝘀: Startups ·  QA Testing . Help Documentation . Content Marketing . Analytical Skills · Communication · Key Performance Indicators · Client Success · Project Management · External Relations · Training . Customer Relationship Management (CRM) ·  Written Communication · Leadership ·  Research . Attention to Detail · Operations Management · Data Analysis · Process Automation · Process Optimization · Zapier · Metabase · Airtable

Self-employed

Business Management Solutions

I had the incredible opportunity to collaborate with a dynamic team and contribute to the success of our product. During my internship, I actively engaged in various aspects of the product management and development process, honing my skills and making valuable contributions. 

Here are some of my key achievements:

- Consistently brainstormed and suggested solutions to the engineering, and product teams, to enhance our product's overall quality and user experience, within an agile environment.
- Contributed to product enhancement through the identification, analysis, and resolution of recurring issues/feedback by actively debugging, testing, and reproducing bugs, whilst providing valuable input to the product and engineering teams.
- Leveraged Notion for crafting product specifications, summarizing product progress, while utilizing Shortcut to generate tickets.
- Used Productboard to process customer feedback
- Monitoring key metrics for tracking product success and overall product health using Heap analytics

Banzai

Product Associate Manager Intern

I am passionate about education and I wanted to be part of this great mission - helping remote software developers get hired and land life-changing jobs in software development. 

Milestones include:

- Managed all operational areas of the application funnel of aspiring students that were seeking admittance to a 1-year full-stack software development program.
- Reviewed applicants' performance and attributes against the Program requirements to identify suitability, based on technical skills, soft skills, and access to hardware and finances.
- Engaged applicants in Intercom, empathically providing feedback, tools, and methods to improve their applications to the Program, resulting in a consistent CSAT score of >90% and a median response time of <4 hours.
- Independently managed multiple projects in Asana, which directly impacted the seasonal OKRs of the Admissions department. 
- Mentored new starters in the department, providing documentation and synchronous training to ensure they gained the necessary skills to contribute effectively to the workload.
- Used tools such as Customer.io and GMass to engage with applicants in bulk email interventions.
- Utilized low-context communication methods in an asynchronous, global work environment, including tools like Asana, Twist, and Loom, catering to different communication preferences of team members.
- Created functional and effective no-code automations in Airtable, as well as, made adjustments to existing automations in Make and Zapier to ensure operations were running smoothly throughout the applicant funnel.
- Held applicant webinars, answering questions from early funnel applicants about the curriculum, professional outcomes, and of course the application process. 
- Created original help center articles based on the trends in the support inbox, in order to proactively resolve common queries.
- Supported student-facing events in various capacities, e.g. chat and video monitoring and responding to questions in Sli.do.

Computer Software

Applicant Success Advocate - Microverse

- First point of contact for technical support, and technical escalations from the Support team
- Collaborating closely with the engineering team to promptly identify and resolve product and platform issues, ensuring seamless operations and enhanced user experiences.
- Performed high-quality investigations and troubleshooting issues reported by users as well as escalating them further as needed. 
- Worked with users directly, including troubleshooting calls and Live Events support.
- Debugged user bugs, user questions, and user recordings and created a Shortcut story when applicable with as many details as necessary
- Established an internal knowledge base in Notion and provided training and mentorship to onboard a new team member
- Planned and reconstructed the Daily Regression workflow in Notion to support the QA team in conducting their daily regression tests. Additionally, reconstructed the workflow for Post-Deployment Tests to ensure thorough testing after deployments.
- Recognized by the team for the “The Andy Award” (Q1 2023)
- Tools used including Shortcut, Logrocket, Zapier, Notion, Slack, and Loom.

Technical Support Specialist

An online publication dedicated to cultivating a space of togetherness to allow you to explore diverse holistic healing modalities that suit your journey. You'll hear from experts and everyday people as they share their holistic healing stories. At Hope & Way I am committed to building a community that is dedicated to creating a space where healing is accessible, inclusive, and community-orientated. I’ve generated over 100 blog posts from wellness experts and crafted marketing content on Instagram.

Hope & Way

Content Creator

I dedicated my time to delivering top-notch technical support to customers requiring assistance. Additionally, I successfully completed several side projects assigned by my manager, contributing to the overall support and efficiency of our team.

Key milestones:

- Provided email, and live chat support to new and existing customers from around the world by supporting them with their webinars
- Led several company-wide initiatives such as posting regular questions in the Slack fun channel to keep the team engaged and organizing Secret Santa.
- Responsible for maintaining the Knowledge Base by producing and publishing new articles regularly, ensuring customers can find the answers they need. 
- Consistently achieved a median response time of 1m 10 s, and a CSAT score of 98.2%
- Improved internal processes and customer experience by reporting trends, feedback, suggestions, and bugs to the operations, engineering, and product team.
- Monitored and responded to all of Demio’s reviews on G2 and Capterra 
- Tools used include Slack, Intercom, Notion, Mailgun, Shortcut, Loom, and Zapier

Customer Success Specialist - Demio

• Therapeutic focus on Oncology, brachytherapy technology for advanced pancreatic cancer.

Working for a startup has allowed me to wear multiple hats and consistently met deadlines on an a daily basis in a fast-paced environment.

www.OncoSil.com.au

OncoSil Medical Ltd

Clinical Trial Administrator

• Coordinated billing and invoicing for 15+ Oncology clinical studies for clients across Australia and New Zealand.

•Organised and managed tracking systems and tools to support the execution of a clinical trial from start through closing

• Successfully managed site start-up and in-house site management activities while providing on-time delivery and follow-up

• Therapeutic focus on Oncology

www.MSD-Australia.com.au

Clinical Research Associate /Clinical Trials Coordinator

• Progressed to a new role as a Clinical Support Officer supporting the clinical trials department in July 2014

• Successfully provided assistance, management, training and support to central special reception 
 (CSR) department with triaging, data entry and processing of clinical trials specimens

• Successfully managed trouble-shooting of technical issues around the CSR and Clinical Trial departments

• Maximized efficiency of administrative processes by completing paperwork in a timely manner and ensuring proper filing of every document

• Organised KPIs to monitor department performance

• Organised and managed tracking systems and tools to support the execution of a clinical trial from start through closing

• Coordinated handling and maintenance of study documents

• Successfully managed daily, weekly and monthly shipment samples to clients while meeting deadlines consistently

• Successfully handled client requests efficiently

• Coordinated quality checks of trial requests 

• Experience in various therapeutic areas such as Phase I-IV trials in cardiovascular, Endocrinology, Medical Devices, HIV/AIDS & Infectious Diseases.

www.Sydpath.com.au

SydPath Central Laboratory Service

Technical Assistant & Clinical Support Officer

• Managed trouble-shooting requests via phone from doctors, nurses, general wards, liaising with laboratory staff with follow-up

• Consistently met deadlines and following through client requests

www.ccdhb.org.nz

Capital & Coast District Health Board

Laboratory Assistant (Contract)

• Appointed to various roles with the company: Checkout Supervisor in March 2010, Lotto Operator in December 2009, Barista, NZ Postal Services Cashier

• Managed a team of 50+ staff members for three years

• Trained, inducted or coached staff members with customer service and departmental operations

• Cultivated excellent long-term relationships with customers, maintaining ongoing communication and facilitating solutions to address concerns

• Developed strong relationships with managers and staff, creating a cohesive and productive team within a deadline-driven environment

• Created and coordinated work schedule to ensure coverage and smooth office operations

• Successfully monitored customer service standards and enhanced workflow

• Demonstrated adaptability while providing excellent customer service as a shift leader in a busy retail environment while managing other various work priorities

• Successfully involved with team members to increase individual performance

www.newworld.co.nz

Samara Al Badri