Jessica Hoi

Pata Pet is a pet care booking platform connecting pet owners with local service providers. As the face of Pata, I supported users and businesses with implementation and technical issues, and delivered demos and training, driving account growth through up-selling.

Responsibilities & Accomplishments

• Spearheaded user support initiatives, assisting users with navigating the pet care booking platform and troubleshooting technical issues.
• Utilised CRM system (Hubspot) for effective customer database management.
• Managing the Help Centre and created comprehensive support documentation to enhance customer satisfaction and improve service offerings.
• Completed various tasks across operations (sales, development, and product) to support business needs.
• Coordinated cross-departmental efforts to resolve complex customer issues swiftly, and manage complaints effectively, restoring client confidence in the brand.
• Streamlined onboarding process for new clients.
• Fostered long-term relationships with key accounts.

Provided person-centred mental health support, promoting independence, wellbeing, and daily living skills. Built trusted relationships, monitored risk, delivered crisis intervention, administered medication, and maintained accurate records while working collaboratively with healthcare professionals.

Brandworkz is a SaaS platform for digital asset and brand management. Joined as an Implementation Executive, supporting clients and onboarding new projects. Promoted to Support Manager within a year, leading the 24/5 helpdesk, managing escalations, and overseeing support operations. Also acted as Project Manager, delivering client implementations on time and within budget, while improving internal processes and creating training and product documentation.