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Work Background
KooBitsSenior Sales & Customer Support
Jul. 2021 - Apr. 2023SingaporeResponsibility: B2C Sales Support:
- Live Chat: daily shifts of online chats for B2C sales lead conversion, etc
- Pre-sales Enquiries: Handling enquiries on ticketing platform, Whatsapp and social media promptly and accurately
- Sales documentation: record all necessary information for sales leads Customer Support:
- Customer enquiries: handling enquiries regarding account, product, technical issues on ticketing platform, Whatsapp and social media promptly and accurately
- Customer documentation: record and report user feedback
- Miscellaneous tasks
WorkRampProduct Support Representative
Mar. 2021United States- Acted as the frontline for customer interactions,
troubleshooting issues, resolving complaints, and
improving the customer experience.
- Leveraged analytical skills to identify recurring
issues and suggest improvements.
- Maintained First Time Respond within 3 minutes for
Chat support
Nautilus Network SolutionsClient Engagement Officer
Oct. 2020 - Dec. 2020SingaporeHelp assist clients in signing up and managing their Nautilus phones, providing them a knowledge transfer using the Nautilus cloud services
Craft-EaseAffiliate Marketing Specialist
Feb. 2020 - Sep. 2020Hong Kong SAR- Oversaw customer support and affiliate marketing campaigns.
- Successfully onboarded and managed influencer partnerships on platforms like YouTube and
Instagram.
InfluxExecutive Assistant
Oct. 2019 - Sep. 2020- Assisted the COO in schedule management, bridging communication between executives
and employees, and creating training courses.
- Administered operational tools and handled confidential paperwork.
InfluxCustomer Support Agent
May. 2019 - Sep. 2021- Provided support for both SaaS (Software as Service) and E-commerce.
- Help train new agents by providing training video, case examples
- Handle Monthly evaluations on behalf of Client Team Leader (Upperhand/SaaS)
- Handled more than 300 tickets within 4 hours (Spin Scooter/SaaS)
- Tracked client feedback and collaborated with cross-functional teams to address recurring concerns and enhance product offerings.
- Met or exceeded performance metrics consistently by handling high volume of
tickets/cases without sacrificing quality service delivery.
- Shared strategic insights with interdepartmental teams regarding customer experience and
service-related trends to improve service delivery.
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