- Overseeing day-to-day call center operations and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction analyzing performance metrics- Managed a team of 5 sales representatives/ call center agents and successfully increased sales revenue by 10% within one month, consistently meeting monthly targetsManaged and adjusted working team schedules, ensuring optimal coverage and efficiency.- Provided ongoing coaching and mentorship to team members, driving improvements in sales performance and enhancing their problem-solving abilities- Supported the Operations Manager to highlight operational risks and areas for improvement- Reported and forecasted headcount and team performance, providing insights to management for resource planning and performance optimization*Key ProjectsTeam Building & Project Leadership – Social Comment Team (TikTok & Facebook)- Supported Marco, KPI, and SLA completion for the new team.- Defined roles and responsibilities, ensuring quality control and risk management.- Built and led a high-performing team to develop and implement the Facebook comment, improving customer engagement.- Created guidelines for building new teams, including team background, and how to effectively use Marco, KPI, and SLA.

- Proactively coordinated solutions for customers during incidents within the order fulfillment journey-Proposed user experience recovery schemes within 24 hours- Organized about discussions meeting among cross-functional teams- Efficiently designed communication plans to manage user expectations during incident resolution, utilizing various channels including PN, email, CS call scripts, and other platform notifications, reducing customer service ticket complaints by 30%- Conducted detailed analysis using DataSuit Download and Pivot Tables- Operational incident management including impact evaluation for both preventive and reactive plans.- Proposed for transify for product/feature on ODP*Key Projects1. ODP Late Delivery Notification: Supported to complete SOP 2. Non- Integrated channel (Self-delivery channel)

- Monitored the SLA and CSAT of customer inquiries and ensure the timely solving based on close follow-up with cross-functional departments - Handled inquiries from key clients related to issue with the compliance with laă.- Participated in the process of customer concern investigation and solving with practical solution- Contributed to the build and roll-out of the Brand IP Portal for both external - Brands and internal - all business teams, to cooperate for case handling *Key Projects:The system of Brand IP Portal for Brands and Intellectual Property (IP)- Conducted UAT and live testing for local team- Designed and prepared communication templates to respond to users- Provided UI/UX feedback on features/buttons, significantly enhancing the user experience related to contacting Customer Service team.- Translated for the local version

- Investigated and resolved customer inquiries and issues promptly, ensuring high satisfaction rates and adherence to company KPIs.- Supported customers using channels such as email, Facebook, and phone, for products including Deal Near Me, Shopee, and ShopeePay.- Achieved operational KPIs (OLA, Backlog, Productivity) while consistently meeting targeted customer satisfaction levels.- Applied strong problem-solving skills to handle customer disputes effectively, escalating issues when necessary to ensure swift resolution.- Coordinating with related departments to find a balanced solution between the stakeholders/ complaints and the company's operating.

- Handled and resolved customer complaints, averaging over 90 contacts per day, ensuring swift resolution and customer satisfaction.- Coached and trained new hires, facilitating seamless onboarding and maintaining operational efficiency.- Exceeded company targets by answering 80% of calls within the first minute, maintaining a high CSAT of 85%.- Managed social media crises, addressing customer concerns swiftly and effectively to protect brand reputation.- Proactively managed issues, resulting in a 33% increase in customer satisfaction scores.- Developed and implemented Standard Operating Procedures (SOPs) to streamline operations and enhance service delivery.- Collaborated with technology teams to optimize brand and purchasing experiences across digital platforms.*Key ProjectsThe Customer Service Portal:- Provided feedback for features/button, significantly enhancing the delivery-related user