Eugene C. Email & Phone Number

Singapore

Singapore, Singapore

Nintex is the global standard for process intelligence and automation. Today more than 10,000 public and private sector organizations across 90 countries turn to the Nintex Process Platform to accelerate progress on their digital transformation journeys by quickly and easily managing, automating and optimizing business processes.Technical Support and Product Expertise - Interact with external customers and partners to resolve all technical issues with Nintex’s products and environments where Nintex products are deployed. - Use company and third-party training sites to grow knowledge and stay at the forefront of software technology stacks used by Nintex and its customers and become a subject matter expert.Customer Engagement and Ambassadorship- Act as the voice of the customer in all interactions ensuring all defined SLA’s are adhered to ensure their continued success. - Identify the customer’s technical ability, and customize messaging to ensure the customer has a clear understanding of what is being conveyed to them. - Anticipate follow-up questions and provide additional documentation to proactively answer ancillary questions or future issues.Replications and Knowledge Base - Use virtual machines and tools to replicate complex customer scenarios, confirm whether behavior is unique to Nintex products and document all results into defined Nintex department. - Participate in knowledge base creation for internal and external consumption to reduce future in-bound case volume and same case issues.Team success - Take part in all team meetings sharing ideas and knowledge to grow the effectiveness of the overall global support department. - Take equal ownership of periodic out of hours on call availability.

Singapore

Vault Dragon's suite of flagship software helps clinics streamline their workflow, in turn, providing efficient delivery of healthcare. The company's key offerings are Electronic Medical Record (EMR) system, Hospital Information System (HIS), Electronic Health Record (EHR) system, and Healthcare Data Solutions. • Respond to customer queries in a timely and accurate way, via phone, email or chat• Identify customer needs and help customers use specific features• Analyze and report product malfunctions (for example, by testing different scenarios orimpersonating users)• Update internal tracking system and task management system with information abouttechnical issues and useful discussions with customers• Monitor customer complaints reach out to provide assistance• Share feature requests and effective workarounds with team members and necessarystakeholder• Inform customers about new features and functionalities• Follow up with customers to ensure their technical issues are resolved• Gather customer feedback and share with our Product, Sales and Marketing teams• Assist in training junior Customer Support Representatives• Be a “voice” for customers within internal Product workshops• Conduct quality training sessions with clients to help them onboard with products• Work with clients to establish critical goals, or other key performance indicators and aid thecustomer in achieving their goals by working closely with other departments• Understand customer needs and gather product requirementsEstablished SOPs and Process Flows for onboarding and training matters.Created new support channels and integrated with CRM (WhatsApp, Facebook Messenger, LINE, WeChat)Created and launched a help center/knowledge base for self-help options. Created articles and release notes for service updates in order for clients to better understand the changes and features

- Contact Center & Service Center Setup, Training and Operations- Customer Experience Strategy & Delivery- Process and SOP Creation, Automation, and Documentation- CRM Strategy & Development

Singapore

Secretlab was founded in 2014 to create a chair that could keep even the most demanding esports professionals comfortable for over 12 hours a day.Today, Secretlab has evolved into so much more. There is a Secretlab chair in the homes of over 3 million users — and we are the chair of choice of gamers and creators worldwide. From top esports athletes to work-from-home professionals, our award-winning chairs and desks are made for anyone who spends long hours seated every day.- Assist with order related enquiries (e.g. shipping dates, pre-orders)- Updating customer information upon request- Rescheduling of deliveries and shipping dates on request- Assist with troubleshooting with defects for warranty claims- Assist with warranty requests and shipping of replacement parts- Coordinating with operations and logistics team on pre-order delays, shipments and replacement parts.- Liaising with 3PLs on order status and delivery details for customer's orders

Dragontail Systems is a global leading B2B company, that provides a revolutionary software solution to optimize and streamline the food preparation and dispatch, mainly to the QSR (Quick Service Restaurant) industry.- Handle day to day operations in Singapore- Liaising with Project Manager in Israel with local client (Pizza Hut)- Acquisition of equipment for new store setups- Maintaining inventory of replacement parts of technical equipment- Assisting with troubleshooting and technical assistance for hardware and software issues- Maintaining SQL databases for local client stores- Onsite assistance and liaising with store managers islandwide- Compilation and verification of bug reports and submit to development team

Razer™ is the world’s leading lifestyle brand for gamers.Conducting training (Product/Process/Soft Skill) via Skype or onsite, frequency depending on business needsProviding training deck for each new product launchDesigning training programs, schedules and modules for Tech Support, Social Media and Customer ServiceManaging a team of vendor trainers for our offshore call centersAligning expectations with vendors on a weekly basis to ensure training guidelines are alignedSupervising trainer and training quality, providing feedback to operationsRevising and updating training materials to ensure relevancy Provide feedback on process updates, improvements, etc.Managing QA team for call monitoringProviding feedback and revising QA monitoring forms for all channels (Chat/Email/Phone) and lines of businesses (LOBs)Providing data analysis on weekly and monthly QA results to managementDevising action plans for quality improvement, including coaching and PIPsWorking with Knowledge Base (KB) team to ensure articles are accurate and updatedAssessing call center trainers quarterlyLiaising with various stakeholders to ensure smooth transitionMonitoring of new hire NPS after deploymentDelegating task(s) to internal Razer Training Team as neededProviding regular updates to Senior Manager on training initiatives, results, status of projects, etc.Involved in projects involving Razer Training TeamAssist Manager in matters related to training and QAEvaluating training effectiveness and implement solutions

Singapore

Conducting training (Product/Process/Soft Skill) via Skype or onsite, frequency depending on business needsProviding training deck for each new product launchDesigning training programs, schedules and modules for Tech Support teamManaging a team of vendor trainers for our offshore call centersAligning expectations with vendors on a weekly basis to ensure training guidelines are alignedSupervising trainer and training quality, providing feedback to operationsRevising and updating training materials to ensure relevancy Provide feedback on process updates, improvements, etc.Managing QA team for call monitoringProviding feedback and revising QA monitoring forms for all channels (Chat/Email/Phone) and lines of businesses (LOBs)Providing data analysis on weekly and monthly QA results to managementDevising action plans for quality improvement, including coaching and PIPsWorking with Knowledge Base (KB) team to ensure articles are accurate and updatedAssessing call center trainers quarterlyLiaising with various stakeholders to ensure smooth transitionMonitoring of new hire NPS after deployment

Handling daily operations, providing Tier 2 technical support for customersHandling escalations from Tier 1 agentsTraining of new employees for Tech Support teamProvide social media support on Razer's official channelsApproving and managing Return Merchandise Authorization (RMA) requestsLiaising with appropriate teams or departments on product escalationsReceiving defective products returned from customers and arranging for replacementsPerform service recovery from T1 service breakdowns

- Moderating forums and establishing training guide for other game master in forum management- Providing training in forum management for new employees in the department- Monitoring servers and providing hourly and daily updates to HODs- Provide game reviews for potential new games that the company is keen in- Consolidating bug reports from players via the forums and forwarding them to the Product Specialists- Interaction with players in game, forums and Facebook and assisting with technical and account issues- Highlighting of community issues to Community Manager and providing suggestions- QA testing for new patches for existing company games

Singapore

- Establishing SOP for Customer Service and Sales Support- Training new hires on processes, soft skills- Creating new training guidelines and monitoring effectiveness of the training by comparing data batch on batch- Weekly and monthly reporting of call statistics and KPIs- Assisting the director in managing sales campaigns and customer queries- Liaising with the Marketing Manager and team with outreach programs

Singapore

- Handling credit card and credit line enquiries- Assisting customers with queries for banking products and investments- Replacement of lost credit and debit cards and assisting customer with unauthorized transactions on their cards

Singapore

- Assisting customer with SingPass related enquires- Assisting with LawNet troubleshooting- Guiding employers for CPF contributions entry into the CPF system- Assisting with troubleshooting for other software under the company

-Handling of enquiries via phone, webchat, VoIP etc.-Providing solutions to customer issues by forwarding requests to relevant departments.

Singapore

- Answering of customer's queries via phone call- Queries include but not limited to:Balance for bank and credit card accountsLoansOnline BrokerageUnit TrustsTime DepositsCredit Cards- Assist in customer service breakdowns and provide one-stop solution to manage customer's expectations