Experienced in developing long-term relationships with customers and overseeing WebNIC's sales in Chinese Region (Including China, Taiwan, Hong Kong, Japan, Korea). With more than 5 years in Customer Service department, I am a customer service oriented person and developed excellent communication and negotiation skills, which eventually growing the business and surpassing our FY23 financial sales targets of 4.5Million!-Manage and understand Chinese business culture to achieve long-term successful collaboration- Act as the point of contact and handle customers’ wants and needs via Wechat, QQ, LINE or Skype (case by case basis)- Responsible for the coordination and orchestration of all internal resources and external providers- Sustaining business growth and profitability by developing positive relationships with customers- Review customer complaints and concerns, and seek for better solution to improve customer experience- Generate new opportunity using existing and potential customer networks- Report on the status of accounts and transactions bi-weekly with management- Resolve conflicts and provide accurate solutions to customers in a timely manner- Monitor sales metrics by providing quarterly sales results- Suggest actions or promotion to improve sales performance, and identify opportunities for growth (E.g: Request and sign low price bulk deals with registries, design and set up domain + SSL packages, participating conferences in Chinese Market Region, proposing marketing ideas on new extension or product launched, etc.)- Set and track sales account performance, to be aligned with company targets- Always work along with our Marketing and Technical Team in order to provide a more beneficial and better solutions to our customers- Involve in the development of Secondary Market Platform

After working 3 years as Team Lead, I was promoted to Assistant Manager role. I need to:- Draft customer service policies and procedures that standardized customer service operations and improved customer experience- Developed customer service scripts that improved customer service representatives' ability to handle customer inquiries- Expand my job scope to include a new portfolio, secondhand domain (delegated the trust to name the price to buyer, and at the same time, required to do market analysis to buy in valuable secondhand domain name from third parties)The sales of the secondhand domain name contribute significantly to company's yearly revenue.Besides that, I have assisted Customer Support Team to obtain ISO 9001:2015, and was awarded with the Best Employee of FY 2017 in January 2018.

The company business expanded rapidly with more product under company portfolio, and I was exposed to new product, Secure Socket Layer (SSL) Certificates. The customer service team grew with more staff to cater the expansion of product portfolio, and I was then promoted to Team Lead position. I was assigned to:- Trained and mentored new customer service team members to ensure a high level of customer service - Guide new joiners to blend in into the fast-moving business environment- Tasked to organize the shift schedule for customer service team (Organizing shift requires me to provide a balance of technical knowledge and working hours among team members)

My main role as customer service executive was:- To assist customers getting their question answered when company's knowledge base could not provide the guidance. - Assist in the manual part of the business operation where system automation cannot be achieved (this manual operation includes handling of manual registration of domain name especially Country Code Top Level Domain (ccTLD) as most of ccTLD Registry needed manual verification of customer information)For recognition of my contribution as a team member of the company, we are awarded as one of the Top Reseller for MyNIC (.MY Registry) for year 2014.