Oversaw Middle-Management Team: Managed and provided leadership to a team of Customer Success Managers, ensuring they met performance objectives and delivered exceptional service to clients.Handled Larger Accounts: Managed premium client accounts, overseeing more extensive teams and ensuring high-quality service delivery and client satisfaction.Recruitment and Selection: Collaborate with Recruitment including interviewing and selecting candidates tailored to client needs, ensuring alignment with company standards and client expectations.Contract Management and Client Assistance: Assist in sending client contracts, schedule of work, invoice/billing, and any goods/incentives that the clients would like to arrange for teammates. Onboarding and Training: Facilitated comprehensive onboarding and training programs for new hires and client personnel, ensuring seamless integration and knowledge transfer.Client Relationship Management: Acted as a primary point of contact and escalation for client queries, issues, and escalations, maintaining proactive communication to resolve challenges swiftly and effectively.Conflict Resolution: Proactively identified and addressed potential issues before they escalated, developing and implementing solutions to foster positive client relationships and mitigate risks.Retention and Growth Strategies: Implemented strategies focused on client retention and growth, leveraging insights and feedback to continuously enhance service offerings and exceed client expectations.Operational Excellence: Responsible for the overall success and efficiency of operations, driving continuous improvement initiatives to optimize processes and deliver superior service outcomes.Strategic Planning: Collaborated with senior management to develop and execute strategic plans aligned with business objectives, ensuring sustainable growth and long-term success.

- Educated and provided top-tier offshore business services including customer support, general admin, and backend office work to clients in Australia, the United Kingdom, and the United States.- Conducted thorough onboarding processes for new clients, introducing them to business processes and services offered, ensuring a smooth transition and alignment with client expectations.- Implemented a comprehensive engagement and communications strategy to proactively maintain high customer satisfaction levels, fostering strong client relationships.- Acted as the primary interface for managing and resolving urgent, complicated, or critical situations, ensuring prompt and effective solutions.- Facilitated fortnightly one-on-one and team meetings with internal staff to address issues, formulate resolutions, and ensure alignment with client objectives.- Built trust and cultivated meaningful relationships with champions and key executives within client accounts, fostering long-term partnerships.- Tracked and monitored team productivity and progress, regularly assessing results against client expectations and key performance indicators (KPIs).- Collaborated cross-functionally with internal departments to secure necessary resources and provide optimal support to client accounts.- Provided training and performance management for newly onboarded team members, ensuring they were equipped to deliver high-quality service.- Demonstrated proactive leadership in driving client accounts forward with minimal oversight, leveraging strategic initiatives to achieve mutual success and growth.

Managed Operational Activities: Manage daily operations across multiple business areas including General VA/Admin, Tech Support, Customer Service, and Lead Generation, ensuring consistent delivery of high-quality services.- Implemented streamlined processes and workflows to boost efficiency, reduce errors, and enhance overall productivity within the team.- Collaborated closely with clients to understand their specific needs and preferences, customizing service solutions and building strong, lasting partnerships.- Leveraged technological tools and systems to develop and optimize reporting processes, generating actionable insights that supported informed decision-making and strategic planning.- Provided guidance and support to team members, facilitating training sessions and fostering a culture of continuous learning and improvement to maintain high standards of service delivery

- Managed a high-volume of customer inquiries and issues related to solar panel systems, consistently achieving high satisfaction scores through effective communication and resolution.- Conducted thorough post-install checks and proactive maintenance calls, ensuring optimal system performance and customer satisfaction.- Utilized tech proficiency to navigate complex CRM systems and databases, maintaining accurate records and facilitating efficient issue resolution.- Developed and delivered training sessions for new team members, sharing best practices and fostering a culture of continuous improvement and knowledge sharing.

- Received calls from door-to-door sales representatives and meticulously verified the accuracy of the information provided to homeowners, ensuring leads were genuine and qualified to avail solar panels for their homes.- Scheduled appointments with homeowners for solar consultations, coordinating convenient times for representatives to discuss installation options and facilitate sign-ups. - Assist with cancellations and rescheduling of appointments. - Conducted thorough checks to eliminate errors and discrepancies in the information provided by sales representatives, maintaining high standards of lead quality.- Acted as a direct liaison between homeowners and sales representatives, ensuring clear communication and understanding regarding the solar panel installation process.

- Taught English to Chinese students ranging from 4 years old to 70+, covering a variety of levels from basic English to advanced business English.- Delivered personalized lessons to meet individual learning goals, enhancing communication and language proficiency across a diverse age group.- Developed interactive lesson plans and activities, utilizing creative problem-solving to adapt to varying skill levels, from beginner to professional English.- Provided real-time feedback and assessments, using strong data entry and progress tracking to ensure continuous student improvement.- Fostered an engaging, immersive learning environment, managing time and classroom dynamics effectively to maximize learning outcomes.- Maintained excellent customer service and interpersonal communication, ensuring satisfaction and engagement for both students and parents.