I bring calm communication, thoughtful problem-solving, and personal ownership across onboarding, engagement, and the wider client journey, with experience spanning high-ticket services, coaching, community management, and live customer experiences.
My background spans high-ticket client services, community management, coaching, sales, and live customer experiences. Across those environments, I have helped people clarify what they are trying to achieve, understand what needs to happen next, and regain momentum when progress has stalled.
The parts of that work I have consistently been strongest in are discovery, expectation-setting, calm communication, and turning a complicated situation into a practical next step. I have applied those skills with podcast clients, community members, event customers, and performers working towards long-term goals.
I am now focused on a dedicated Customer Success or Client Success role where I can contribute across onboarding, engagement, proactive communication, and the wider customer journey. I work best in teams that value ownership, clear expectations, and continuous learning.
Reviews what has stalled, identifies the real blocker, and helps create a clearer path forward.
Asks the right questions to understand the customer’s real goal before recommending a direction.
Stays measured under pressure, listens carefully, and responds to the real issue rather than reacting.
Connects goals, expectations, ownership, and next steps so clients leave with a clear sense of direction.
Notices when momentum is slipping and uses timely, relevant follow-up to help people re-engage.
Takes responsibility for agreed actions, communicates clearly, and sees work through to a useful conclusion.
Situation: A client's campaign had stalled for months before I took it over.
Challenge: His expertise was too niche for the mainstream shows he wanted.
Assessment: Clarified the client’s goal, reviewed the campaign, and identified the gap between his niche positioning and the broader audience he wanted to reach.
Action: Developed broader angles that connected his expertise to topics with greater mainstream relevance.
Outcome: Helped secure a placement on a podcast ranked in Apple’s Top 30 within around two weeks.
Situation: A student was frustrated and ready to quit before her play.
Challenge: She was trying to master tone, projection, script, and movement all at once.
Assessment: Acknowledged the pressure she was under and identified that trying to improve several skills at once had created the overwhelm.
Action: Reduced the immediate focus to memorising the first paragraph, then gradually layered the other skills back in.
Outcome: She regained confidence, remained in the programme, and completed the performance successfully.
Situation: Rural-area customers got lost trying to find a hard-to-locate venue on show night.
Challenge: Customers were becoming stressed during a live event and needed immediate, clear support.
Action: Stayed calm, provided directions by phone, and maintained communication until they arrived.
Follow-through: Met them personally at the entrance so the experience ended positively.
Outcome: They attended successfully and later showed interest in returning to future events.
Situation: A sales partner couldn't sell tickets to an upcoming show.
Challenge: The pitch was transactional and wasn't connecting with the audience.
Approach: Identified that family togetherness was something the local market deeply valued.
Action: Reframed the offer from "buy tickets" to "a family experience."
Outcome: The revised message connected more strongly with families and supported additional ticket sales from that audience.
Clarify the customer’s desired outcome, current position, and the milestones that will show meaningful progress.
Use proactive, relevant communication rather than waiting until a problem becomes urgent.
Make next steps clear and manageable so progress is easier to maintain.
Notice changes in engagement, communication, or progress early and explore what may have shifted.
Diagnose before acting: understand whether the issue is clarity, confidence, capacity, delivery, or something else.
Reconnect activity to the customer’s original goal when confidence or commitment begins to dip.
Ask rather than assume, especially when a customer’s behaviour or communication changes.
Raise unclear expectations or delivery risks internally early and help create clear ownership around the next step.
Working with Shane made a huge difference in my progress as an actor. Whenever I felt stuck, he took the time to understand what I was struggling with and broke it down into manageable steps. His coaching helped me bring more genuine emotion and authenticity to my performances while giving me the confidence to keep improving. Thanks to his guidance, I was able to deliver stronger performances and push past obstacles that had been holding me back.
As manager of the performing arts company Dramatists With Attitude, I can safely say it was a pleasure working with Shane. He has a good work ethic and is disciplined. He always carried out each task assigned to the best of his abilities and was always eager to learn. He demonstrated strong leadership qualities and was assigned several leadership roles in the organization. I could rest easy knowing each job would be well done. He was always good with time management and extremely sociable. I take great pleasure in recommending him to any organization as an asset.
Open to remote Customer Success, Client Success, Onboarding, and Programme Success roles, particularly in high-touch services, education, coaching, and growing online businesses.