What’s your role at Lavanda and where does it sit in the business?
As the Learning and Content Manager, I am responsible for a diverse range of responsibilities aimed at optimising learning experiences and ensuring high-quality content availability for our organisation. With a strong focus on customer satisfaction and continuous improvement, my key tasks involve creating, writing, editing, and maintaining our training resources and materials, as well as delivering on-demand learning sessions to our valued customers.
Additionally, I handle first-line resolution and escalation of customer queries through our Intercom in-app chat messenger. Simultaneously, I work on developing and optimising support processes while efficiently managing the chat messenger workflow.
In essence, my role encompasses a blend of training and support elements, including content management, training facilitation, customer support, and workflow optimisation.
How does your role contribute to the overall experience and value that Lavanda offers its customers?
I collaborate closely with Product Management, Marketing, and the wider Customer Success team to develop an in-depth understanding of our software. This enables me to create helpful articles for the Lavanda Help Centre and engaging training materials that empower our customers to access easy-to-understand information. By facilitating product adoption, I empower our users to maximise the value they obtain from our product and enable smooth daily operations through self-service.
I am also responsible for our Intercom Chat Helpdesk, where I support users with general queries and address bug-related issues. These interactions provide valuable insights that inform the creation of future knowledge-based articles and continuously improve our support process.
Tell us a little bit about yourself.
Over the past 10 years, I have been dedicated to customer support, progressively advancing into leadership and training roles. My passion for learning new technologies and enhancing existing processes led me to delve into technical writing and develop comprehensive training materials and improved support procedures.
Originally from the Philippines, I relocated to Barcelona, Spain, where I have been living for the past 8 years. During my free time, I enjoy cooking, skating (both inlines and skateboard), dancing swing and hip-hop, exploring foodie havens, filming for my Youtube channel, and hosting chilled video game nights with friends.
What have been your most recent achievements at Lavanda?
Since taking ownership of the Intercom chat messenger, we have achieved an outstanding 94.3% CSAT score from over 700 conversations. Additionally, I successfully completed the project of rewriting all existing help articles (146 in total!) within an impressive three-month timeframe. I continually add new articles as needed and update existing ones to keep our users up-to-date with the latest product updates.
I take immense pride in the recent launch of The Basics training videos, for which I handled everything from script writing to video editing. This series of training videos showcases the basic functionalities of our PMS and has proven to be immensely beneficial to both our users and our internal team.
I also conducted over 150 on-demand learning sessions for users in the past three months, facilitating effective knowledge transfer and driving increased product adoption among both external and internal users.
What do you most enjoy about working at Lavanda?
From the moment I joined the team, I have experienced nothing but kindness and support from my colleagues. I am fortunate to work with caring individuals who are genuinely passionate about the work they contribute, and each one of them has played an instrumental role in my daily progress. Despite working remotely, we stay connected through our shared interests, and I cherish the moments when I get to show visitors around my favourite local bars whenever someone visits Barcelona.