JAKE ELKINS
Vancouver,BC
Summary
Customer-focused onboarding and technical support professional with over 5 years of experience in financial and SaaS environments. Skilled in conducting live client sessions, resolving technical issues, and driving adoption through meaningful engagement. Adept at facilitating seamless transitions from sales to implementation, identifying value realization markers, and empowering customers throughout their lifecycle. Currently completing a Bachelor of Cybersecurity, offering a strong foundation in troubleshooting, risk mitigation, and system operations. Excels in cross-functional team environments, with proven ability to manage competing priorities and deliver measurable client success.
Overview
12
12
years of professional experience
Work History
Client Services Officer
HUB24
11.2021 - 04.2025
- Delivered tailored onboarding and support for investment platform users across various portfolios.
- Acted as first point of contact for technical and operational queries, aligning with customer lifecycle stages.
- Led customers to product value through guidance, training, and platform education.
- Collaborated cross-functionally with tech and operations teams to resolve onboarding issues and reduce churn.
Platform Operations Specialist
Colonial FirstWrap
06.2020 - 11.2021
- Provided high-touch support for superannuation and investment accounts, enabling smooth product adoption.
- Delivered proactive communication to ensure client expectations were met and exceeded during transitions.
- Managed multiple client cases and ensured consistent quality of experience.
- Onboarding assistance.
Client Service Associate (Contractor)
Computershare Australia
11.2019 - 06.2020
- Handled all shareholder queries across phone, email, and CRM systems with high customer satisfaction.
- Tracked customer satisfaction trends and escalated friction points to technical teams.
Novated Leasing Consultant (Contractor)
Toyota Finance Australia
11.2018 - 05.2019
- Handled detailed onboarding workflows related to novated leases, using SAP and CRM platforms.
- Provided comprehensive support on FBT and repayments, acting as a go-to point for customer education.
- Mitigated risk through early issue resolution and clear communication of timelines and benefits.
Compliance Officer (Contractor)
Department of Human Services Australia
08.2017 - 10.2018
- Assessed complex financial cases, including superannuation and fringe benefits, with attention to compliance.
- Produced detailed documentation for internal auditing and quality assurance.
- Collaborated with other departments to refine reporting accuracy and user experience.
Server
Sheraton Schiphol Amsterdam
07.2015 - 04.2017
- Delivered superior service in a high-volume hospitality environment with clients from diverse backgrounds.
- Developed strong interpersonal and communication skills, supporting multi-lingual clientele.
Head Customer Service Consultant
Commonwealth Bank
03.2013 - 06.2015
- Managed a frontline team to deliver consistent daily operations and training.
- Facilitated customer journeys from initial query to sales closure, demonstrating early onboarding success.
- Developed and implemented workflows that aligned with compliance and quality control.
Education
Bachelor of Cybersecurity -
La Trobe University
11-2025
Certificate - Security+
COMPTIA
10-2025
Skills
- SaaS Platform Training (Zoom, Salesforce, Multiple CRMs)
- Account Health Monitoring & Churn Prevention
- Client Onboarding & Professional Communication in Enablement
- First-Value Identification & Value Realization
- Technical Troubleshooting & Support
- Cybersecurity Principles & Data Integrity
- Stakeholder Communication & Empathy
- Process Improvement & Customer Feedback
Languages
English
Native or Bilingual
Timeline
Client Services Officer
HUB24
11.2021 - 04.2025
Platform Operations Specialist
Colonial FirstWrap
06.2020 - 11.2021
Client Service Associate (Contractor)
Computershare Australia
11.2019 - 06.2020
Novated Leasing Consultant (Contractor)
Toyota Finance Australia
11.2018 - 05.2019
Compliance Officer (Contractor)
Department of Human Services Australia
08.2017 - 10.2018
Server
Sheraton Schiphol Amsterdam
07.2015 - 04.2017
Head Customer Service Consultant
Commonwealth Bank
03.2013 - 06.2015
Bachelor of Cybersecurity -
La Trobe University
Certificate - Security+
COMPTIA
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