Tanya Murray

Lead Wedding Coordinator responsible for planning, organising, and executing wedding events from initial enquiry through to completion. Managed the full wedding lifecycle including client consultations, scheduling, supplier coordination, timelines, and on-the-day execution. Oversees multiple concurrent events with strong organisation and calm delivery under pressure. Acts as primary point of contact for clients and vendors, ensuring clear communication, problem-solving, and high customer satisfaction.

Resolved high-volume customer inquiries across HubSpot products via live chat and email while maintaining strong CSAT performance. Prioritised and triaged incoming support cases based on complexity, urgency, and impact while adhering to SLAs and resolution quality. Served as DRI for support resources focused on CSAT performance, creating structured documentation and evaluation frameworks. Collaborated proactively with cross-functional teams including Sales, Engineering, and Product to gather insights and solve complex customer issues. Adapted to evolving tools and processes in a fast-paced remote environment, continuously seeking learning and development opportunities.

Supported Instagram Shopping, Commerce Manager onboarding, Ads Manager, and Facebook business extension. Resolved high-volume SaaS customer cases via live chat and email using structured troubleshooting across multiple product areas. Owned complex technical support cases end-to-end through structured investigation, identifying system issues, and escalating reproducible bugs to Engineering teams. Communicated customised solutions clearly to non-technical stakeholders. Prioritised daily tasks for the product team based on tier levels and issue impact. Mentored new team members, created onboarding resources and managed a buddy system. Performed web and API debugging (HTML/CSS/REST API) to diagnose platform behaviour and resolve customer-impacting problems.