Onboarding Training & Training Material for Hiring CS AgentsDeveloped and implemented comprehensive onboarding training programs for new customer service (CS) agents, focusing on needs assessments tailored to clients from Southeast Asia (SEA). Utilized data-driven insights to refine training materials, achieving high satisfaction rates and reducing ramp-up times.Quality Assurance (QA)Established QA best practices for chat and email interactions, monitored KPIs to assess performance, and conducted regular audits. Maintained a 95% SLA in critical metrics: average response time, first contact resolution rate, CSAT score, and agent adherence to scripts.Setup Chat Platform/Ticketing SystemEvaluated and implemented chat platforms and ticketing systems, led integration efforts, and provided comprehensive training for CS agents. Ensured high system efficiency with 95% SLA compliance in ticket resolution time, chat response time, system uptime, and user satisfaction.Collaboration Across DepartmentsFacilitated collaboration with technical support, sales, and other teams to streamline issue resolution and align service objectives with sales goals. Achieved 95% SLA in collaboration metrics and promoted continuous improvement through cross-functional meetings.Supervising Day-to-Day OperationsProvided leadership for daily CS operations, monitored team performance, optimized workforce management, and conducted regular reviews. Implemented effective scheduling practices and achieved a 95% completion rate in performance reviews.Creating Effective Customer Service ProceduresDeveloped comprehensive service procedures, policies, and standards, regularly reviewed and updated manuals, and achieved 95% compliance. Received positive feedback on policy clarity and usability, enhancing team performance and customer satisfaction..

Training and Coaching:Developed and executed training programs to enhance team performance and facilitate theonboarding of new recruits. Conducted regular coaching sessions to provide constructivefeedback and foster professional growth.Email and Live Chat Management:Managed a high volume of customer interactions exclusively through emails and live chatplatforms. Ensured timely and accurate responses to customer inquiries, maintaining a highlevel of customer satisfaction and compliance with SLA guidelines.Supervision and Issue Resolution:Supervised team members handling account management queries, contract updates,technical support issues, and payment concerns via email and live chat. Implementedefficient workflows to streamline issue resolution processes, improving service efficiencyand customer retention.Achievements:Attained a 95% customer satisfaction rating through proactive management of email andlive chat communications. Consistently met SLA targets for response times and issueresolution, contributing to enhanced customer experience and operational efficiency.

Optimized CRM Systems and Processes:Enhanced CRM tools and workflows for efficient customer inquiries and support interactions. Improved data accuracy and accessibility for faster response times and higher satisfaction.Facilitated Collaboration with Sales Teams:Aligned customer service strategies with business goals. Regular meetings and shared insights improved cross-functional communication and supported sales initiatives.Achieved KPI of 85%:Met key performance indicators like Customer Satisfaction (CSAT) and First-Call Resolution (FCR). Ensured a 95% first response within 30 seconds and a 5-minute resolution time.Managed a Team of Leads and Agents:Provided leadership and guidance, overseeing daily operations and workload distribution. Conducted performance reviews, coaching, and training for continuous improvement.Handled Live Chats, Calls, and Emails:Managed multi-channel customer communications for prompt and accurate responses. Utilized CRM tools to track interactions and maintain detailed records.Implemented Agile Initiatives and Root Cause Analysis:Identified and addressed recurring issues through root cause analysis. Used agile methodologies to adapt and improve service delivery, reducing incident recurrence and enhancing satisfaction.Recorded and Transmitted Critical Information:Managed emergency and non-emergency calls efficiently, recording details and dispatching appropriate responses. Prioritized urgency and followed protocols for timely resolution.Dispatched Orders for Products or Deliveries:Coordinated logistics and scheduling for orders and deliveries. Monitored activities, optimized routes, and adjusted schedules to meet customer expectations and deadlines.Maintained Accurate Logs and Records:Ensured accurate documentation of interactions and activities. Maintained compliance with policies and regulations for data confidentiality and accuracy.

Conducted B2B cold calling to prospective clients, promoting products and serviceseffectively.Answered incoming Live Chats, phone calls, and emails in a friendly, professional, andefficient manner.Identified client questions, concerns, and overall needs for clients in Southeast Asia.Collaborated with support teams, sales teams, and other company departments to ensureoverall client satisfaction.Sold merchandise to a diverse client base in Southeast Asia and consistently achieved a salesmetric of 78%.Ensured to meet or exceed the company's sales targets.

Excelled as a top sales performer through effective cold calling techniques.Conducted outbound calls to prospective customers, achieving exceptional sales results.Influenced customers to purchase services and merchandise through persuasive communication.Provided detailed product information and accurate price quotations.Achieved a sales target of 90%, consistently exceeding daily and monthly goals