Main point of contact of a Payroll Technical Support team, providing IT support for Australia and New Zealand users over the phone, and self-service/portal. ● Providing high-level customer service and product support via telephone or case management● Help customers with questions and allow them to get the most out of our software by resolving their queries per our Milestones (SLAs) ● Maintaining our case management system (Salesforce) to a high level of accuracy… Show more Main point of contact of a Payroll Technical Support team, providing IT support for Australia and New Zealand users over the phone, and self-service/portal. ● Providing high-level customer service and product support via telephone or case management● Help customers with questions and allow them to get the most out of our software by resolving their queries per our Milestones (SLAs) ● Maintaining our case management system (Salesforce) to a high level of accuracy, ensuring all queries are recorded, solved or escalated, as appropriate● Taking initiative and supporting continuous improvement of our customers' experience by proactively identifying case trends, researching potential challenges and creating solutions● Promoting the online Access Customer Success Portal, including helping customers register and manage the software, offering support and advice● Identifying any risks to service and the consequences to The Access Group, driving and escalating mitigation● Ensuring the quality of the support meets The Access Customer Service standards by delivering and exceeding the objectives as well as Key Performance Indicators (KPIs)𝗖𝗨𝗦𝗧𝗢𝗠𝗘𝗥 𝗥𝗘𝗟𝗔𝗧𝗜𝗢𝗡𝗦𝗛𝗜𝗣 𝗠𝗔𝗡𝗔𝗚𝗘𝗠𝗘𝗡𝗧 𝗧𝗢𝗢𝗟 (𝗖𝗥𝗠): Salesforce𝗢𝗣𝗘𝗥𝗔𝗧𝗜𝗡𝗚 𝗦𝗬𝗦𝗧𝗘𝗠𝗦: Windows 10/11, Apple iOS, Android𝗠𝗜𝗖𝗥𝗢𝗦𝗢𝗙𝗧 𝗦𝗢𝗙𝗧𝗪𝗔𝗥𝗘: Active Directory, Office 365, Teams, Intune Company Portal, Authenticator𝗔𝗖𝗖𝗘𝗦𝗦 𝗦𝗢𝗙𝗧𝗪𝗔𝗥𝗘: Access MicrOpay, Access WageEasy Payroll𝗢𝗧𝗛𝗘𝗥 𝗦𝗢𝗙𝗧𝗪𝗔𝗥𝗘: SQL Server Management Studio (SSMS), Application Programming Interface (API), Remote Desktop Protocol (RDP), Royal TS, Global Protect VPN, TeamViewer𝗧𝗘𝗖𝗛𝗡𝗜𝗖𝗔𝗟 𝗦𝗞𝗜𝗟𝗟𝗦: information technology, ticketing system, technical support, troubleshooting software𝗦𝗢𝗙𝗧 𝗦𝗞𝗜𝗟𝗟𝗦: customer service, customer support, customer satisfaction, customer experience, communications, collaboration Show less

Manage diverse responsibilities to optimise productivity and efficiency for sustained success, ensuring the Founder's professional affairs run smoothly. 𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗠𝗘𝗡𝗧𝗦:● Created and curated 13 compelling content by aligning with the company's brand identity and industry trends● Achieved 2,251 impressions by the end of December 2023 via timely content contributions, consistent posting, and scheduling efficiency ● Increased total followers by 29.4% at the end… Show more Manage diverse responsibilities to optimise productivity and efficiency for sustained success, ensuring the Founder's professional affairs run smoothly. 𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗠𝗘𝗡𝗧𝗦:● Created and curated 13 compelling content by aligning with the company's brand identity and industry trends● Achieved 2,251 impressions by the end of December 2023 via timely content contributions, consistent posting, and scheduling efficiency ● Increased total followers by 29.4% at the end of December 2023 with data-driven adjusted posts that improved engagement metrics Show less

Level 1 point of contact of a 24x7 IT Service Desk team, providing IT support for 24k+ users over the phone, chat, self-service/portal, and email. Trained new Japanese Support agents and the Japan On-Site Support team to align with Global Business Services processes, standards, and best practices.𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗠𝗘𝗡𝗧𝗦:● Increased Net Promoter Score (NPS) from 88.9 to 100 in 2 months, addressing queries with exceptional customer support and professionalism within the agreed… Show more Level 1 point of contact of a 24x7 IT Service Desk team, providing IT support for 24k+ users over the phone, chat, self-service/portal, and email. Trained new Japanese Support agents and the Japan On-Site Support team to align with Global Business Services processes, standards, and best practices.𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗠𝗘𝗡𝗧𝗦:● Increased Net Promoter Score (NPS) from 88.9 to 100 in 2 months, addressing queries with exceptional customer support and professionalism within the agreed service-level agreements (SLAs) ● Attained more than a 60% first-line resolution rate by resolving incidents in ServiceNow, and escalating unresolved incidents to 2nd line / other support teams for optimal resolution● Improved customer satisfaction with timely updates, workarounds, and resolutions to users, resulting in 89% being Promoters● Expanded the knowledge base with more than 135 documentation, improving knowledge management, knowledge accessibility, and knowledge transfer ● Achieved at least 97.5% for Key Performance Indicators (KPIs) by excelling in process adherence, ITSM documentation, and customer service, securing the top performer rank in the Malaysia team since August 2023 and in Japanese support since March 2023● Strengthened workflow efficiency by 37.53%, validating 596 payment application forms from April to August 2023𝗜𝗧 𝗦𝗘𝗥𝗩𝗜𝗖𝗘 𝗠𝗔𝗡𝗔𝗚𝗘𝗠𝗘𝗡𝗧 𝗧𝗢𝗢𝗟 (𝗜𝗧𝗦𝗠): ServiceNow (3cLogic and Agent Workspace)𝗢𝗣𝗘𝗥𝗔𝗧𝗜𝗡𝗚 𝗦𝗬𝗦𝗧𝗘𝗠𝗦: Windows 10, Apple iOS, Android𝗠𝗜𝗖𝗥𝗢𝗦𝗢𝗙𝗧 𝗦𝗢𝗙𝗧𝗪𝗔𝗥𝗘: Active Directory, Office 365, Teams, Azure, Intune, Authenticator𝗢𝗧𝗛𝗘𝗥 𝗦𝗢𝗙𝗧𝗪𝗔𝗥𝗘: IBM AS/400, SAP, SmartSolve, Saba Cloud, Workday, Global Protect VPN𝗧𝗘𝗖𝗛𝗡𝗜𝗖𝗔𝗟 𝗦𝗞𝗜𝗟𝗟𝗦: service desk, information technology, ticketing system, technical support, troubleshooting laptops and software𝗦𝗢𝗙𝗧 𝗦𝗞𝗜𝗟𝗟𝗦: customer service, customer support, customer satisfaction, customer experience, communications, collaboration Show less

Main point of contact for customer queries over the phone, chat, and email. Owned the onboarding and offboarding processes, account creations, and Google Drive folder accesses. Managed delinquent accounts while processing invoices, credit notes, payments, payrolls, and payslips.𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗠𝗘𝗡𝗧𝗦:● Facilitated tutoring selections for 300 customers while supporting the Founder and Chief Executive Officer (CEO), tailoring to customer needs and interests● Standardised… Show more Main point of contact for customer queries over the phone, chat, and email. Owned the onboarding and offboarding processes, account creations, and Google Drive folder accesses. Managed delinquent accounts while processing invoices, credit notes, payments, payrolls, and payslips.𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗠𝗘𝗡𝗧𝗦:● Facilitated tutoring selections for 300 customers while supporting the Founder and Chief Executive Officer (CEO), tailoring to customer needs and interests● Standardised operational processes through comprehensive standard operating procedure (SOP) flowcharts, and onboarding handbooks while developing the company website with 74 testimonials from satisfied customers for service delivery, credibility and effectiveness● Managed 20 event projects of workshops, webinars, and talks (see attached) by delivering pre-meeting support and troubleshooting while setting up class schedules, academic calendars, and Zoom Rooms covering 26 lessons per week with minimal disruption● Spearheaded the migration of a 13-month customer data (August 2019 – May 2020) from ActiveCampaign to the student information system by May 2020● Trained over 100 tutors within a month to utilise the student information system, ensuring accurate input of tutoring hours for monthly payroll processing● Reduced accounts receivable by 92.91% after processing overdue payments, increasing revenue by 112.97% and cash flow by 352.92% by December 2020● Reduced account receivables by 85.34% from December 2019 to December 2020𝗖𝗨𝗦𝗧𝗢𝗠𝗘𝗥 𝗥𝗘𝗟𝗔𝗧𝗜𝗢𝗡𝗦𝗛𝗜𝗣 𝗠𝗔𝗡𝗔𝗚𝗘𝗠𝗘𝗡𝗧 𝗧𝗢𝗢𝗟 (𝗖𝗥𝗠): ActiveCampaign𝗢𝗣𝗘𝗥𝗔𝗧𝗜𝗡𝗚 𝗦𝗬𝗦𝗧𝗘𝗠𝗦: Windows 10, Apple iOS, Android𝗦𝗢𝗙𝗧𝗪𝗔𝗥𝗘: Google Workplace, Office 365, Xero, Stripe, Zoom, Calendly, WhatsApp, tawk.to𝗧𝗘𝗖𝗛𝗡𝗜𝗖𝗔𝗟 𝗦𝗞𝗜𝗟𝗟𝗦: operations, technical support, troubleshooting𝗦𝗢𝗙𝗧 𝗦𝗞𝗜𝗟𝗟𝗦: customer service, customer support, customer satisfaction, customer experience, communications, collaboration Show less

𝗧𝗘𝗖𝗛𝗡𝗜𝗖𝗔𝗟 𝗦𝗞𝗜𝗟𝗟𝗦: Office 365, Windows 10𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗠𝗘𝗡𝗧𝗦:● Presented insights on economic development and nation-building issues from international experts by co-authoring 3 conference proceedings: World Chinese Business and Economic Summit (WCBES) 2019, International Conference on Nation-Building (ICNB) 2019, and Malaysia Economic and Strategic Outlook Forum (MESOF) 2020● Published an article about digital taxation in Malaysia through data compilation… Show more 𝗧𝗘𝗖𝗛𝗡𝗜𝗖𝗔𝗟 𝗦𝗞𝗜𝗟𝗟𝗦: Office 365, Windows 10𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗠𝗘𝗡𝗧𝗦:● Presented insights on economic development and nation-building issues from international experts by co-authoring 3 conference proceedings: World Chinese Business and Economic Summit (WCBES) 2019, International Conference on Nation-Building (ICNB) 2019, and Malaysia Economic and Strategic Outlook Forum (MESOF) 2020● Published an article about digital taxation in Malaysia through data compilation for analysis, evaluation, and report writing Show less

𝗧𝗘𝗖𝗛𝗡𝗜𝗖𝗔𝗟 𝗦𝗞𝗜𝗟𝗟𝗦: iWork, macOS𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗠𝗘𝗡𝗧𝗦:● Increased Grade Bs by 55.6% and reduced Grade Cs by 21.7% through project assignments for 32 Year 7 students, strengthening autonomy, communication, and research skills

𝗧𝗘𝗖𝗛𝗡𝗜𝗖𝗔𝗟 𝗦𝗞𝗜𝗟𝗟𝗦: iWork, macOS𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗠𝗘𝗡𝗧𝗦:● Saved staff costs for 2 months by supervising call routing, mail distribution, and dispatch, reducing the need for temporary staffing and ensuring uninterrupted front office operations● Managed and controlled office inventory, ensuring timely ordering and requisition of depleted or low-level stock