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Work Background
Senior Sales & Customer Support
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
Product Support Representative
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
Client Engagement Officer
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
Affiliate Marketing Specialist
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.
Executive Assistant
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.
Customer Support Agent
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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