Total 10+ years' experience in Customer Service for Phone/Email/Chat support. Believe in Customer satisfaction and faster resolution to customers. Always achieved CSAT targets and given exceptional results. Experience in working remotely and managing team of customer support representatives
Experience
Omnipresent
Jun 2022 – Feb 2023
Remote
Customer support lead
Team Management - Ensure that team is clear on and follows objectives and initiatives defined by support and wider leadership. Managing team who is currently providing support to internal teams, external clients and client employees
Team Support - Team is equipped with the documentation and processed needed to excel their roles
Building knowledge base articles and canned responses for team/clients/employees
Track and report team's performance and ensure SLA's are met
Act as a first line escalation manager
Assisted building Support KPI's, scaling support team and hiring
Build stable working relationships internally
Trouble shoot issues, document product enhancements or defects and provide the best practice advice around the implementation and use of Omnipresent service to both team and clients
Partnering with cross-functional teams (e.g. Product, Payroll, Engineering and Operations)
Hopin
Jul 2020 – Feb 2022
Remote
Customer Support Manager - APAC Region
Part of setting up customer service team for a start up
• Resolved customer complaints in a professional manner while also prioritizing customer satisfaction
• Hired, Supervised and trained new employees to be kept up to company standards. Managing email/phone and chat support
• Shared best practices for customer service with other team members to help improve efficiency
• NPS analysis
• Identify trends in customer care data
• Manage and filter the flow of communication, requests, and questions coming into the customer care
team and across all other departments of the company. Collaboration with cross functional teams.
• Developed knowledge of products and product status to provide suitable feedback to customer inquiries
• Team Management
• Maintaining quality of the customer responses
• Process improvements
• Encouraged team growth through goal driven performance standards
• Created team management awareness that increased team productivity
