● Manage a team of sales support agents.● Collaborate with different teams across Australia, Cyprus, Hong Kong and Taiwan to assist them in handling operational projects, supervising product, or process introductions, managing the change management process, and acting as a liaison for duties assigned to achieve operational objectives.● Engagement with and providing advice to stakeholders with content included in a variety of product information, funding inquiries, complaints and… Show more ● Manage a team of sales support agents.● Collaborate with different teams across Australia, Cyprus, Hong Kong and Taiwan to assist them in handling operational projects, supervising product, or process introductions, managing the change management process, and acting as a liaison for duties assigned to achieve operational objectives.● Engagement with and providing advice to stakeholders with content included in a variety of product information, funding inquiries, complaints and escalating any unresolved issues.● Managing technical tools and platforms, including the CRM software.● Facilitating the client accounts opening and setting.● Allocate tasks, projects, and responsibilities, ensure optimal resource allocation, and coordinate collaborations within and with other teams.● Facilitate effective communication within and outside the team, collaborate with other departments, resolve issues, and drive project success.● Reviewing the Marketing Team’s promotion proposals ensuring the promotions’ operability. Analyze statistics to review the effectiveness of marketing campaigns and other promotions.● Participate in recruitment processes, onboard new members, and provide training to enhance team skills and competencies.● Analyze team performance based on data and metrics, identify improvement opportunities and take appropriate actions.● Guide, motivate and develop team members, ensuring strong teamwork to achieve individual and team goals.Skill: Trading Troubleshooting • CRM• Zendesk •MT4 & MT5 • Crypto • Leadership • Decision Making • Cross-functional Team • Process Development • JIRA Show less

• Reporting directly to the COO and overseeing the customer service department of a local start-up business• Streamline operational process to maximize efficiency, minimize errors and reduce costs.• Provide effective leadership to the operations team, fostering a positive and collaborative work environment.• Supervise, train, and mentor team members to ensure their professional development and adherence to company policies and procedures.• Set performance goals and conduct… Show more • Reporting directly to the COO and overseeing the customer service department of a local start-up business• Streamline operational process to maximize efficiency, minimize errors and reduce costs.• Provide effective leadership to the operations team, fostering a positive and collaborative work environment.• Supervise, train, and mentor team members to ensure their professional development and adherence to company policies and procedures.• Set performance goals and conduct regular performance evaluations to drive continuous improvement and optimize team performance.• Develop and implement quality control measures to ensure accurate and timely execution of operations tasks.• Oversee customer support activities, ensuring prompt and satisfactory resolution of customer inquiries and issues.• Foster strong customer relationships by providing exceptional service and addressing customer needs effectively.• Collaborate with other teams such as Marketing, Sales and compliance to optimize the customer experience throughout the operational cycle.• Stay updated on industry trends, regulations, and best practices related to fintech broker operations.• Utilize data and analytics to identify trends, patterns and areas for operational improvement.• Generate reports and key performance indicators (KPIs) to track operational metrics and communicate results to stakeholders. Show less

• Oversee a team of more than 200 agents and 10 TLs of risk & underwriting team and liaise with international fintech client to ensure their needs are met.• POC of risk & underwriting team and liaise with international fintech client to ensure their needs are met.• Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.Work with direct reports to find learnings from real life… Show more • Oversee a team of more than 200 agents and 10 TLs of risk & underwriting team and liaise with international fintech client to ensure their needs are met.• POC of risk & underwriting team and liaise with international fintech client to ensure their needs are met.• Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.• Monitor costs and losses incurred by managing the team's contribution to the greater Customer Experience budget.• Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the Mission of the client into meaningful and clear goals.• Maintain ultimate responsibility for team structure, recruiting, on-boarding and training by working with utmost leadership, direct reports and other business partners.• Use learnings from team members to identify opportunities and advocate for product improvements that support the team’s strategy and the needs of the customer. Show less

• Collaborate with different teams in an international fintech client's account to assist them in handling operational projects, supervising product or process introductions, managing the change management process, and acting as a liaison for particular duties assigned to achieve operational objectives.• Managing Tier 1.5, Subject Matter Experts.• Identify and work on the process improvement for low-performance agents.• Calibration with trainers on necessary upskilling or training… Show more • Collaborate with different teams in an international fintech client's account to assist them in handling operational projects, supervising product or process introductions, managing the change management process, and acting as a liaison for particular duties assigned to achieve operational objectives.• Managing Tier 1.5, Subject Matter Experts.• Identify and work on the process improvement for low-performance agents.• Calibration with trainers on necessary upskilling or training needed. • Champion of specializations.• Weekly Calibration with QA team- CSAT/DSAT dispute.• Study WBR/MBR/QBR deck for all specializations. Show less

• Manage a team of 12 - 25 customer support agents alongside with other leads and managers for a fintech account.• Point of Contact of the product, liaise with clients, cascade updates to team members and provide coaching on a weekly basis.• Work closely with team members and SMEs in the team.

• Oversee the daily operations of an international social media account and ensure team's KPIs are achieved.• Establish work procedures and processes that align with the standards, SOPs, and strategic directives of both company and department.• Ensure timely, complete, and accurate feedback are given to team members regarding their performance, provide coaching and guidance to help them meet KPIs and adhere to organizational guidelines and policies.• Enhance team performance through… Show more • Oversee the daily operations of an international social media account and ensure team's KPIs are achieved.• Establish work procedures and processes that align with the standards, SOPs, and strategic directives of both company and department.• Ensure timely, complete, and accurate feedback are given to team members regarding their performance, provide coaching and guidance to help them meet KPIs and adhere to organizational guidelines and policies.• Enhance team performance through the shadowing, monthly coaching sessions, and team briefings.• Collaborate with training and quality assurance department to identify the team's training requirements and knowledge gap in order to arrange learning opportunities accordingly. Show less

• Handling, analyzing and interpreting data in digital platforms for a multinational social media client.• Practices business processes and policies with the key goal of improving user experience.• Support in Mandarin language and market. Assist clients with accuracy and turnaround time in mind.• Take on ad-hoc tasks such as GPTW, Marketing and Communication to further enhance people’s engagement by organizing monthly activities.• Owner of ‘Badger Photographic’ photography… Show more • Handling, analyzing and interpreting data in digital platforms for a multinational social media client.• Practices business processes and policies with the key goal of improving user experience.• Support in Mandarin language and market. Assist clients with accuracy and turnaround time in mind.• Take on ad-hoc tasks such as GPTW, Marketing and Communication to further enhance people’s engagement by organizing monthly activities.• Owner of ‘Badger Photographic’ photography club that provides comprehensive and innovative photographic tutorials and a networking platform for photography enthusiasts.  Show less