Chuck Frederick Go Tan Email & Phone Number

Quezon City, National Capital Region, Philippines

Leadership & Team Management- Expertly lead, plan, and manage a team of Team Leads overseeing customer interaction teams.- Foster a collaborative and high-performance work environment, ensuring the team is aligned with organizational goals.Performance & Analysis Reporting- Manage comprehensive reports showcasing team growth and performance, enabling informed decision-making.- Identify trending issues, providing timely reports for in-depth analysis and proactive resolution.Project Management & Flexibility- Successfully contribute to ad-hoc projects and tasks, demonstrating adaptability and a solutions-oriented mindset.- Thrive in a fast-paced environment, consistently delivering high-quality results on time and within scope.Conflict Resolution & Motivation- Proactively address and resolve conflicts, fostering a positive team culture.- Actively seek and listen to feedback from team leaders, utilizing insights to enhance team dynamics.Customer Escalations & Loyalty- Handle customer escalations with finesse, ensuring brand trust and loyalty are upheld.- Prioritize customer satisfaction, contributing to the establishment of a stellar brand reputation.Communication & Stakeholder Management- Address staff and group concerns promptly and effectively, ensuring a harmonious working environment.- Collaborate with stakeholders at all levels to ensure a unified and strategic approach to operations.

Quezon City, National Capital Region, Philippines

• Lead, plan and manage a team to handle all social media interactionso Helping customers with their service issues, providing accurate informationand ensuring closure for all cases, including those escalated outside of theteam. o Engaging customer on our social media properties (contests, content, etc) todrive feedbacko Social media monitoring around brand sentiment and reputation• Manage the reports necessary to show growth and performance of the team• Interact with customers and meet their needs. • Build and maintain a relationship with online personalities and influencers• Identify threats and opportunities in user generated content surrounding our brandof service, defend and effectively sway online temperature and sentiment.• Roll­out trainings as necessary• Moderate the content and engage the members on community forum. • Pick up trending issues and provide reports to respective teams for analysis • Lead the team to help with social media coverage of events (e.g. Facebook Live)on­ground or remotely.• Help with ad­hoc projects and tasks (social media & customer care related)• Edit, proofread, and distribute content in a multi­channel environment

Quezon City, National Capital Region, Philippines

- Provides full support and takes responsibility for the day-to-day - Community Management across all StarHub social media channels including the StarHub Community platform, with the aim of providing best-in- class customer experience / engagement on social media. - Helps customers with their service issues, providing accurate information and ensuring closure for all cases, including those escalated outside of the team, engages customer on our social media properties, monitors social media around brand sentiment and reputation, and moderates the content and engage the members on our communityforum. - Assists in the training of new agents for social media.

Makati, National Capital Region, Philippines

- Delight our customers to have a positive memorableexperience when talking to you and resolve their concern.- Be the customer advocate in our team by hearing out theirinputs and championing it in our organization.- Organize & respond to inquiries in Zendesk and activelyimprove efficiency.- Identify root cause of concerns and resolve them by takingpreventive measures to address them through availablecommunications channels.- Keep our FAQs, Help Center, Knowledge Base and SupportArticles updated to continuously reduce the common reasons

Singapore

•Assist customers in the selection of StarHub’s products and services•Explain promotions and Service Packages to customers•Cross sell products and services to customers•Attend to customer requirements, complaints and feedback in the most efficient and service-oriented way•Assist in maintaining the overall presentation of the shop

Providing customer service support by obtaining, analyzing and verifying the accuracy of order information in a timely manner.Initiates and/or implements corrective action as needed in order to ensure than an excellent standard of service and a high level of customer satisfaction is maintained.

 Handling of bill payments, agency products and services, including sale of postal, telecommunication services and products. Cross-selling promotional, financial and postal products. Provide helpful and courteous service to customers in line with the company prescribed service standards. as date stamps, office keys, clip seals and number labels etc. Proper maintenance of computer terminals and office equipment. Responsible for good housekeeping of workplace. Perform other duties as assigned. Checking and balancing of cash/stocks under custody. Acceptance, dispatching and balancing of mail. Delivery of mail over the counter. Preparation of statistics of counter transactions. Attending to public enquiries over the counter and telephone. Safe keeping of cash/stocks holdings and mail items under custody. Safe keeping of security items such

Bachelor Of Science (Bs), Business Administration And Management, General, 1.50

Diploma