Ethan Rostami Email & Phone Number

Australia

Australia

Taiwan

Responsibilities: - CRM System Maintenance: Oversee the maintenance of the CRM system, ensuring its optimal functionality, and continuously monitor the performance of customer support agents and customer satisfaction ratings. - Complex Customer Service Resolution: Take charge of critical customer service issues that require escalation, providing expert assistance when support agents are unable to resolve them. - Business Operations Support: Collaborate closely with the business operations team to provide comprehensive support to the company's global sales team. Responsibilities include managing stock availability, facilitating order processing, and overseeing logistics operations. - Strategic Bridge: Act as a vital link between the global sales team and the production team, facilitating enhanced inventory management and production planning to optimize operations. - Real-time Information Management: Maintain and provide real-time updates on leads, orders, logistics, production, and other crucial information to empower the sales team with data-driven decision-making capabilities when interacting with customers.Achievements: ✓ Information Accessibility Enhancement: Significantly reduced the information gap between the headquarters and the global sales team by providing real-time access to critical data, enabling more informed decision-making. ✓ Error Reduction: Successfully decreased human errors and enhanced data accuracy by streamlining processes related to data management and accessibility. ✓ Efficient Information Utilization: Implemented Google Sheets as a temporary solution, effectively resolving information accessibility challenges for both the management team and the global sales team, contributing to smoother operations and decision-making processes.

Taiwan

Responsibilities: - Technical Liaison: Served as the primary point of contact for HQ and subsidiaries' customer service teams regarding product technical matters, ensuring efficient resolution of technical inquiries. - Key Account Management: Managed select key accounts and handled escalated issues from other support team members, providing dedicated support and problem-solving expertise. - Process Enhancement: Led initiatives for customer service process improvement, orchestrating the transition of the traditional support team into a modernized, cloud-based, and highly efficient support team. - Documentation Expansion: Oversaw the expansion of the technical documents and Standard Operating Procedures (SOPs) database, facilitating easier access to critical information for the support team. - Training Workshops: Organized and conducted product training workshops, presenting to internal sales and operations teams to enhance their product knowledge and capabilities. - Regional Training: Collaborated with the customer service team manager to organize regional service training workshops for customers, playing a key role as one of the main presenters.Achievements: ✓ CRM and KM System Implementation: Successfully deployed, developed, and maintained the company's inaugural cloud-based Customer Relationship Management (CRM) and Knowledge Management (KM) system for the after-sales support team, leveraging the Zendesk platform. ✓ Pandemic-Era Support: Enabled seamless customer support during the pandemic by implementing a robust CRM system, allowing HQ and subsidiary agents to work remotely while maintaining access to essential technical info. This ensured uninterrupted service to customers. ✓ International Collaboration: Effectively collaborated in the planning and presentation of multiple regional services training sessions in Taiwan, Japan, and Germany, contributing to enhanced customer service capabilities across different regions.

Responsibilities: - Customer Communication: Effectively communicated with customers through email and phone calls, addressing their inquiries and concerns with professionalism and responsiveness. - Cross-Functional Collaboration: Collaborated closely with other members of the customer service team to identify solutions for issues previously encountered, demonstrating a commitment to delivering consistent support. - Technical Problem-Solving: Worked in cooperation with R&D team members to investigate and resolve novel technical challenges, showcasing adaptability and analytical problem-solving skills. - Market Feedback and Process Enhancement: Actively participated in regular meetings with QA and production teams to provide valuable market feedback and contribute to the continuous improvement commitments. - Warranty Management: Accurately entered warranty claims data into the ERP system and efficiently processed warranty spare parts shipments, ensuring timely resolution of customer claims. - Sales Inquiries Processing: Handled non-warranty parts sales inquiries, coordinating with accounting and warehouse teams for payment confirmations and shipments, ensuring a smooth sales process.Achievements: ✓ Documentation Standardization: Spearheaded the creation of standardized formats for technical documents and Standard Operating Procedures (SOPs), while reorganizing and maintaining the documents database. This streamlined response times to customer inquiries, enhancing efficiency and professionalism. ✓ Product Knowledge Mastery: Acquired extensive knowledge of the company's products, demonstrating expertise, and becoming one of the key presenters in service training sessions for customers. ✓ Interdepartmental Relationship Building: Cultivated strong relationships with internal teams, including R&D, finance, IT, and QA, fostering collaboration and effective communication across various departments to facilitate seamless operations.

Master'S Degree, Project Management

Bachelor'S Degree, Industrial Engineering-System Analysis