-Managing customer portfolio - building and maintaining customer base-Develop efficient marketing strategies to promote the company’s app services-Conduct market research for brand awareness and trends-Monitor progress of campaigns and updates results to the management-Coordinate meetings and events for sales and marketing events-Covering Northern region to build relationship with clients and for sales events

-Work and coordinate between other business stakeholders in managing projects and campaigns-Identify and prioritize area of sales to deliver the growth targets-Lead regional campaigns and events-Involved in event planning, execution and post event evaluation-To develop holistic quarterly budget planning to support the regional business opportunities-Work closely with internal and external stakeholders to ensure all go-to-market plans are executed and optimized effectively-Travelled to the states in Northern region regularly for relationship building, market studies and events

-Analyze past trends calls in the contact centre to accurately forecast volumes, productivity and staffing needs-Build staffing strategies and plans (shifts and meal times) that supports multi-lingual and multi-skilled contact centre-Process all leave types applied by employees-Provide various operational reports using Aspect Workforce Management and Microsoft Excel

-Manage and resolve operational issues related to payroll and employee queries for over 400 employees-Coordinate with recruitment agency regarding on-boarding process-Responsible for preparing employment contracts and HR letters-Responsible for renewal of work permit passes-Manage employee WICA (Work Injury Compensation Act) cases-Resolve dormitory or work issues faced by employee

-Provide inbound and outbound call support enquiries from corporate customers-Provide immediate attention to customers' needs and follow-up with appropriate resolution-Provide support to corporate customer correspondence team via email to customers-Assist team manager to resolve complaint cases-Line trainer in the corporate department in the call centre-Provides product and system training to new staff-To work independently on the training module as well as planning the training schedule-Honed time management skills by multi-tasking the usual tasks as a Senior Customer Service Officer as well as a Line Trainer

- Provide hotel guests with best customer experience- Exceed customer’s expectation in customer service- Process guest folios and register incoming guests- Handle guest requests and concerns promptly