Lance Masina

• Consulted on the Technology & Operations divisions' (T&O) skills framework, learning & career pathways, aligned their business needs, and drove continuous improvement.
• Co-led a proof of concept for a talent intelligence platform, securing additional funding and leading to the launch of the T&O Learning Centre and Udemy Business access for all T&O staff.
• Served as product owner for Udemy Business, working with Udemy's Customer Success Team to create a learning library targeting T&O strategic skills and capability uplift.
• Advocated for organization-standard skill frameworks and learning pathways for T&O.

• An inaugural role bestowed on me in response to rapid business growth. Led team support needs and independently conducted fact-finding to define responsibilities and refine job standards within Operations teams
• Developed and implemented a standardised Business Induction Framework for Customer Operations. The framework remains the standard for the organisation today
• Used SME expertise to identify blockers, align teams, build process maps, and drive new SOP format. These initiatives improved regulatory compliance by 68% before my role was created
• Proactively facilitated meetings across teams to ensure smooth implementation of changes (e.g., new skills matrix, new product rollouts) and solutions (e.g., new CRM software roll-out, and knowledge base software)
• Championed a new Change & Implementation communication pack, reducing risk incidents by 43% through timely updates and intervention plans
• Appointed SME for a self-managed fund product, developed digital onboarding with DocuSign, and trained specialists for customer onboarding in the pilot group

• Thrived in a fast-paced support environment juggling Team Lead & Analyst duties. Ensured client satisfaction with expert guidance on processes, products, and internal systems
• Coached & empowered team members while escalating complex issues and troubleshooting procedures
• Worked closely with the sales team to escalate key accounts and facilitate bespoke training of our platform
• Promoted positive team culture through coaching and team outings
• Led team to process high-volume client onboarding and account administration tasks delivered through Zendesk ticketing software
• Uplifted standard operating procedures to optimise administrative efficiency

• Managed high-volume customer inquiries via Zendesk
• Achieved high-performing average handle time and consistent first-response resolution
• Attained SME-level knowledge in all Customer Success tasks
• Coached new starters and cross-skilled team members
• Utilised strong decision-making and problem-solving skills for complex inquiries and tight deadlines

Nine-week onsite intensive coursework. With over 290 hours of applied coding.

• Software Architecture
• Database and SQL
• Front-End and Back-End Development

• Web App Development
• AI integration

• Distinction Grade
• President of QUT Economics and Finance Society, 2014 - 2015

• High Distinction grading