Gail James Email & Phone Number

Kuala Lumpur, My

Federal Territory Of Kuala Lumpur, Malaysia

Head of Customer Experience at Pulsifi, a cutting-edge HR Tech company. I lead a dynamic team across Customer Success, Support, Research, and Project Management functions.Spearheading initiatives to optimize the customer journey.My focus is on continuously improving customer experience through data-driven insights, process optimization, and fostering a customer-centric culture across the organization. Passionate about mentoring teams and driving customer satisfaction in the fast-paced world of HR technology."

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Responsible for the global Customer Success team at Know Your Customer Limited. Know Your Customer provides next generation digital on-boarding solutions to organisations around the world. We empower compliance teams to efficiently perform all necessary KYC and AML checks on both individual and corporate customers, delivering exceptional client onboarding experiences through automation, artificial intelligence and real time connections to company registries. Our solutions accelerate the onboarding of new corporate clients from an industry average of 26 days to 1 day, reducing compliance teams’ manual work by up to 85%.

Kuala Lumpur, Malaysia

Coordinate Customer Service Team• Manage a diverse portfolio of clients & segregate the clientele accordingly to the personnel strengths and requirements• Provides direction and communication so that service calls are answered in a timely, efficient and knowledgeable manner• Drive promotional initiatives and sales strategies for new feature and product launches to generate up-selling opportunitiesReview and Resolve Escalations• Attend to clients’ inquiries and technical support requests.• Perform basic troubleshooting and validate issues/incidents raised by end users.• Work closely with Product/Technical Team on fixes of defects/bugs raised by clients or identified through internal UAT.Evaluate Team Members/Work Environment• Provides performance feedback and coaching on a regular basis to each team member• Ensures employees have appropriate training and other resources to perform their jobs• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.• Shares continual responsibility for deciding how to manage the team, ensuring all tasked are handled efficiently and effectivelySupport Process Improvement• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external.• Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.• Prepare product or services reports by collecting and analyzing customer informationTrain New Hires• Train new & existing team members on the system/platform • Develop training materials for client training sessions (general)• Identify training/knowledge needs for clients and develop tailor made session for the clients.

Kuala Lumpur, Malaysia

•Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.•Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.•Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.•Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.•training staff to deliver a high standard of customer service;

Kuala Lumpur, Malaysia

• Develop trust relationships with a portfolio of major clients to ensure they do not turn to the competition.• Acquire a thorough understanding of key customer needs and requirements.• Play an integral role in new business pitches and hold responsibility of an effective on-boarding of a new clients.• Expand the relationships with existing customers by continuously proposing solutions that meet their objectives.• Ensure the correct products and services are delivered to customers in a timely manner.• Serve as the link of communication between key customers and internal teams.• Resolve any issues and problems faced by customers and deal with complaints to maintain trust.• Play an integral part in generating new sales that will turn into long-lasting relationships.• Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics.• Focusing on growing and developing existing clients, together with generating new business.

Kuala Lumpur

Job Description :• Responsible for executing new product development and implementation initiatives including technical and IT related requirements of the product.• Support development of overall company product roadmap, including accessing the feasibility of the proposed products as well as implications on the IT Systems Roadmap.• Work collaboratively with the Sales, Service, IT and Programming teams to identify potential areas for product and service improvement as well as demand for new products.• Responsible to bring projects assigned to you through the phases of project definition, initial concept, product development, product validation, launches and audit. Ensure projects under your purview are on track to pass gate reviews for each project phase.• Where applicable, work collaboratively with external service providers in relation to new product development, which may include software programmers, hardware providers, product consultants, market researchers, etc.• Support Head of Department in establishing a common set of project management processes, tools and reporting functions and maintain the project management methodology.• Support Client relationship teams in engaging client organisation during project implementation, with specific focus on ensuring technical requirements are adequately addressed – including gathering technical requirements, understanding client systems, B2B integration requirements, diagnosing technical issues, etc.• Ensure project delivery according to project schedules and adherence to new product development process. Ensure completion of tasks within each phase of a project.• Constantly communicate and update senior management on project status, process and technical issues.• Ensure post-implementation reviews are completed; customer and project manager surveys.

Selangor, Malaysia

Customer Service Responsibilities: • Daily (calls/emails/chat room)• Develop tactics to increase member’s usage on the products and services provided.• In charge of script writing/SOP for Customer Service Personnel.• In charge of document/report update and maintenance. • In charge of Monthly Customer Service surveys.Training & Development Responsibilities:• In charge of outbound – training members on usage of our products and services.• In charge of outbound – to build a relationship with members of the Bureau.• In charge of the SHARING SESSION PROGRAM • In charge of training all members of the Bureau (Financial institutions/GLC/MNC/Co-operatives/Credit & Leasing etc)Product Development:• Devise and implement innovative marketing principles and promotional sales events for commercial projects to further support financial growth.• Development of new products & services.• In charge to come up with the marketing plan for new services and product launch.• In charge of organizing and orchestrating business meetings with The Bureau's Hong Kong counterpart with members. Accounting Responsibilities:• Maintain listing of accounts receivable and payable • Prepare, verify, and process invoices and coding payment documents • Prepare manual invoices as and when required • Maintain updated vendor files and file numbers *• Print and distribute monthly financial reportsHighlights:• Generated more than RM 14000.000 in top up in a month. • Developed a strategic marketing campaign targeting top management, directors, and owners for business/companies which has generated substantial referrals.• Successfully implemented regular training session for members • Successfully trained members of the Bureau with positive outcome.• Successfully revamped the Bureau’s website.• Successfully developed a comprehensive report for a multinational company.

Business Administration And Management, General

Education record