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概要
I am a customer-centric professional with over 10 years’ experience increasing customer satisfaction and business performance by handling and analyzing complaints while serving as an intermediate between company and customers. Proven expertise in revamping system and processes of CS, introducing KPI scoreboard and complaint management and feedback collection team while managing E-Retailing projects. Capable of improving customer response strategies, innovating new processes, and managing overall customer service functionality to maximize loyalty, productivity, and growth.
My key skills include Complaint Management, Customer Insight Analysis, Customer Service Operations & Management, Call Center Operations, Sales Management, Project Planning and Supervision, Problem Resolution, Relationship Building, Work Standards, Cold-Calling Proficiency, Team Building and Leadership, People Management, Front-end Supervision, People Management, Operations Process Improvement, Service Level Agreements, Key Performance Indicators, MS Office Suite (MS Word, Excel and PowerPoint
Attached is my CV which showcases my progressive experience and successful track record for leading successful initiatives. My professional background and great industrial exposure coupled with an excellent track record makes me an ideal candidate for executive roles. As such, I would welcome a discussion regarding opportunities with your organization that fit my background.
项目
工作经历
Assistant Manager Customer Services
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Team Lead – Customer Services
Collaborated with a large customer service team to develop strong relations with new customers and strengthen relations with existing ones. Steered training sessions and team meetings to revise performance evaluations while identifying loopholes in daily operations and presenting solutions to overcome issues. Actively liaised with sales/distribution team across all the regions to create training and SOP documents and deliver services that facilitate call center operations.
Key Accomplishments
• Successfully established productivity statistics for agents to compliment corporate-specific metrics. Cooperated with team members to achieve sales goals, while providing quality customer service.
• Served as a POC for Customer Services Manager and attained company’s objectives by offering superior customer service and delivering reports to the CSM and BDM.
• Played a key role as a Team Lead for managing everyday operations of multiple customer services teams and completing various projects while following service level agreements.
Key Projects:
• Call Traffic & Floor Supervision | E-Retailing | Complaint Management | Revamping System & Processes | Failed Services Verification | Reporting & Analysis | Personalized Consumer Experience | Trainings
Customer Care Representative
Key Project: In-bound / Out-Bound Calls & Reporting
Created a work culture that rewards teamwork and cooperation to identify customer requirements. Attracted potential customers by suggesting information about products and services with features and benefits.
Key Accomplishments
• Addressed customer complaints and concerns by collaborating with employees and ensured the swift resolution of issues to preserve customer loyalty in accordance with company policies.
• Utilized outstanding problem solving and active listening skills to diffuse difficult customer situations with tact and ease, achieving winning outcomes for customer and company.
Customer Services Representative
Successfully handled and interfaced with various customers to support daily requests, including service activation and complaints in a timely and responsive manner. Examined enquiries, resolved concerns, and provided information, including quotes to increase customer satisfaction as well as retention levels.
Key Accomplishments
• Contributed to customer satisfaction by delivering quality services while following company protocols.
• Acknowledged by management for exhibiting customer service as well as administrative skills.
