Samantha T. Email & Phone Number

United States

- Exporting data weekly/monthly to analyze customer inquiry trends on top-selling products. - Identifying problem areas and consolidating information, working closely with Business Devs to improve customer-facing content.- Working hand-in-hand with the Subject Matter Expert Team and Business Devs to identify key information, publishing guides and product articles for customer experience specialists- Responsible for maintaining and expanding the internal knowledge base by ensuring… Show more - Exporting data weekly/monthly to analyze customer inquiry trends on top-selling products. - Identifying problem areas and consolidating information, working closely with Business Devs to improve customer-facing content.- Working hand-in-hand with the Subject Matter Expert Team and Business Devs to identify key information, publishing guides and product articles for customer experience specialists- Responsible for maintaining and expanding the internal knowledge base by ensuring information is always accurate and up to date through bi-annual maintenance checks.- Creating, publishing and maintaining Customer Service canned responses on Zendesk; allowing smoother, quicker and more natural conversations between Customer Experience agents and customers. - Ensuring other duties that arise from time to time are all executed in a timely and accurate manner. Achievements - Owned and managed both the creation of updated English Zendesk canned responses and leading the taskforce translating the English content to APAC languages supported on Klook.- Seamless ownership of almost 2000 canned responses.- Initiated the task of identifying the top 50 products generating the most user inquiries to improve content & processes. Show less

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

- Built customer confidence by actively listening to concerns and giving resolutions.- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.- Responded to customer requests, offering excellent support and tailored recommendations to address needs - ensuring a consistent 100% First Response SLA via e-mails on Freshdesk.- Investigated and resolved accounting, technical, service and delivery concerns - using services… Show more - Built customer confidence by actively listening to concerns and giving resolutions.- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.- Responded to customer requests, offering excellent support and tailored recommendations to address needs - ensuring a consistent 100% First Response SLA via e-mails on Freshdesk.- Investigated and resolved accounting, technical, service and delivery concerns - using services like Stripe, Customer.io etc.- Also handled the A-Z of custom orders such as creating invoices (via Simple Invoices), handling measurements, drawing up diagrams to guide customers while working with the production team in Shenzhen, China in ensuring all orders are produced as accurately as possible.- Other tasks include initiating refunds, troubleshooting Customer technical issues and consistently work with other teams in ensuring Product Descriptions are accurate - allowing a seamless journey for the Customer.Achievements:- Worked with Manager in developing the department SOP, ensuring the documentation is streamlined across the board (using Google Sites) as well fine-tuning canned responses on Freshdesk to reflect these policies.- Collaborated with internal stakeholders to close gaps and improve customer experience - achieved this by creating the Company's chat bot using platforms like Slack & Chatfuel. Launching the bot successfully diminished the need for CX agents to man live chats (on Tawk.to).- Revamped customer-facing FAQs single-handedly. Show less

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

- Entered data, generated reports and produced monthly data compilation - compiled feedback through ward visits, complaint forms/e-mails/calls.- Handled both local & foreign medical enquiries on services via apps like Whatsapp, Facebook and e-mails - occasionally providing basic medical referrals.- Assisted patients with transportation and hotels, as well as on hospital premises - providing them with complete assistance including translation help and visa extensions.- Gave… Show more - Entered data, generated reports and produced monthly data compilation - compiled feedback through ward visits, complaint forms/e-mails/calls.- Handled both local & foreign medical enquiries on services via apps like Whatsapp, Facebook and e-mails - occasionally providing basic medical referrals.- Assisted patients with transportation and hotels, as well as on hospital premises - providing them with complete assistance including translation help and visa extensions.- Gave professional tours of hospital facilities and technology to foreign medical groups.- Managed filing systems for electronic and hard copy documents to keep organized records.Achievements:- Developed revisions for systems and procedures by evaluating operational practices and identifying improvement opportunities - introduced cloud-based document sharing to the department to ease workflow.- Effective liaison between customers and internal departments.- Investigated and resolved customer inquiries and complaints effectively. Show less

Selangor, Malaysia

- Facilitated immigration and HR related matters for all assignees hired for ongoing projects by the Company.- Initiated and kept track of all Employment Pass (EP) applications and renewals, EP cancellations, expatriate children's Consent To Study passes, as well as kept track of tax clearances for assignees returning to their home country.Achievements:- Guaranteed a smooth flow of interviews and on boarding processes.- Successfully assisted expatriates in gaining entry to… Show more - Facilitated immigration and HR related matters for all assignees hired for ongoing projects by the Company.- Initiated and kept track of all Employment Pass (EP) applications and renewals, EP cancellations, expatriate children's Consent To Study passes, as well as kept track of tax clearances for assignees returning to their home country.Achievements:- Guaranteed a smooth flow of interviews and on boarding processes.- Successfully assisted expatriates in gaining entry to Malaysia and obtaining work permits, helping them settle into Malaysia.- Ensured timely payments of expatriate apartment rentals and dependant school fees. Show less

Subang, Malaysia

- Met, greeted and provided guests with information needed within the airport.- Also assisted in greeting and hosting VIP guests for the Executive Office - making sure guests are adequately supplied with meeting supplies, beverages and food (occasionally sourcing caterers based on event needs).- Wrapped up meetings and made certain meeting rooms are thoroughly cleaned and prepared for the next guests.- Worked with the Butler in ensuring the pantry is fully stocked - sourcing… Show more - Met, greeted and provided guests with information needed within the airport.- Also assisted in greeting and hosting VIP guests for the Executive Office - making sure guests are adequately supplied with meeting supplies, beverages and food (occasionally sourcing caterers based on event needs).- Wrapped up meetings and made certain meeting rooms are thoroughly cleaned and prepared for the next guests.- Worked with the Butler in ensuring the pantry is fully stocked - sourcing suppliers, placing orders with suppliers on time and liaising with the Finance Department in keeping payments up to date.- Helped the HR department in upkeeping the Company’s recruitment accounts and playing a role in the shortlisting of candidates for vacancies posted. Show less