 Oversaw the performance of two teams of call SoMe and SRT (foodpanda) Provided leadership, coaching and support to the team, and developed plans to achieve to Social Media and SRT. Managed rosters, training staff, allocating duties, and handling problems or queries that require a higher level of authority. Reviewed employee performance and business insight, and reported to the Malaysia clients(foodpa nda SoMe and SRT team)Key Achievements Reduced 35% of bad reviews and comments about the brand(foodpanda). Improved QA score to 100%.

 Was in charge of running and managing the call center daily. Conducted regular review of all call center agents’ performance and organize training sessions for under performers. Summited regular reports to management and seek new ideas and strategies to improve performance at the center. Collaborated with site leadership in implementing enhancements to processes and procedures. Attended and participated in various meetings with engagement center and corporate staff in person or by conference calls.Key Achievements Exceeded team goals and collaborated with staff members to implement customer service initiatives. Trained 20 new customer service representatives. Reduced customers’ complaints by 30% through escalated grievance resolution procedures. Reduced over 50% manual work load.

 Oversaw and coordinated the fulfillment processes and shipments and updated order status on system. Managed customer exchanges, voids, returns and refund and troubleshot issues relating to order shipments, ecommerce purchase, order fulfillments etc. Coordinated and supervised day-to-day customer service operations, individual duties and improved staff with guidance and drive productivity aftercareful evaluation  Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty. Prepared and reported to the Director and Customer Service Manager of daily and monthly report summarizing the assigned customer service team’s performance and sale reports.Key Achievements Exceeded team goals and collaborated with staff members to implement customer service initiatives. Devised innovative strategies to improve customer satisfaction scores and meet sale goals assigned by the company. Received 98.9% positive ratings at Mogozay E-commerce.

 Developed and actualized customer service initiatives to decrease wait times. Listened to customers’ concerns handling complains and returns. Reviewed customer accounts and transaction while resolving issues. Communicated with customers through email and over the phone.

 Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork. Resolved problems negotiated mutually beneficial agreements between parties and provided exceptional service. Served customers in a friendly, efficient manner following outlined steps of service. Helped train new customer service representatives as needed. Assisted customers with delivery phone and email.Key Achievements Awarded The Best Agent of the Month two times.  Trained 10 new customer service representatives.

 Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Responded to customer comments and questions via Live Chat during working shifts. Maintained communication equipment by reporting problems. Educated customers on company systems, form completion, and access to services.