Joseph Tsao Email & Phone Number

Singapore

Singapore

• Key Achievements:
• Expanded customer service team by 40%, resulting in a 20% reduction in average response time.
• Developed and implemented a comprehensive customer journey mapping process, identifying key touchpoints and opportunities for improvement.
• Spearheaded the rollout of a new AI-powered chatbot, providing 24/7 support and reducing reliance on human agents by 30%.
• Championed the implementation of a customer feedback loop, actively soliciting and incorporating customer feedback into product development and service improvements, resulting in a 25% increase in product.
• Led the training and development of customer service representatives, fostering a culture of continuous learning and improvement, resulting in a 50% increase in employee satisfaction.

Singapore

• Overseeing daily operations and supervising a team of 60 agents and team leads, delivering omnichannel customer support via emails/chats/calls/social media.
• Developed monthly performance reviews to facilitate agent growth by identifyingareas of improvements and monitoring KPIs and OKRs. (Quantitative and qualitative)
• Identifying internal process bottlenecks and investigate industry best practices toreduce redundant customer interactions to improve customer experience.
• Proposed and oversaw migration of customer service database onto Airtableto optimize operations and improve availability of information across variousdepartments.
• Managed offshore customer service team by analyzing work efficiency metrics viaTymeshift and Zendesk.
• Oversaw the migration to Zendesk Agent workspace, rebuilding chat routing and tags automation to reduce operational impact.

• Established Hubspot CRM processes by building system automation and creatingreports to track business critical metrics.
• Identifying and targeting potential growth industries within the corporate sector tomaintain healthy sales pipeline and leads.
• Managed government RFQs/ITQs via GeBiz/Ariba/Sesami platforms.
• Worked cross functionally with various departments such as customer service toidentify possible product issues and report on them in a timely manner.

Chatswood, New South Wales, Australia

• Delivering the best student living experience in Australia.
• Managed stakeholder relationships to align services and processes at Iglu Chatswood to ensure consistency of service delivery across all Iglu Properties.
• Spearheaded the onboarding process for new team members by creating training materials such as guidebooks, video content and IT systems SOPs (Visionline).
• Overhauled existing debtor management process by creating specific reports to trackimportant key financial metrics such as doubtful and bad debts.
• Rolled out the use of various digital tools such as Google Sheets & Forms to track event sign ups and analyzed student event trends.

Chatswood

- Run student events with management staff to increase customer engagement- Create monthly event highlights in the form of videos and digital media- Performing after-hours duties and handling on-site emergencies

North Ryde

• Key contributor during planning of O-week activities across multiple faculties.
• Emcee/host for the 1000pax International Student’s Arrival Talk.
• Provided on-time logistical support for the International Partner’s Program 2017.

Singapore

• Assisted customers with technical issues by conducting troubleshooting on Android and Windows mobile phones.
• Top performing salesperson at the HTC Concept store during HTC Desire series phone launch.
• Emcee and host for various Starhub/Singtel Roadshows during launch of HTC One series phones.

Bachelor Of Commerce (B.Com.), Marketing

Bachelor Of Business (Non-Award), Professional Accounting

Diploma, Electronic And Computer Engineering