Vanessa Phan
Customer Success Team Leader at SilverChef- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
English Native or bilingual proficiency
-
Korean Limited working proficiency
-
Vietnamese Elementary proficiency
Topline Score
Bio
Paul Reed
Vanessa is a passionate and selfless person who takes a people centred approach that transpires into her leadership. Vanessa and I have worked together in various roles spanning customer experience, coaching and development and most recently supporting her as she transitioned into her well deserved leadership role within a challenging and multi faceted channel. Vanessa has been an absolute rock to her peers and the wider business. She has always been the first to jump in to support and coach team members through difficult and complex scenarios even as a consultant. Through our time working together she has demonstrated her commitment to our people and her ability to influence and inspire others. She has, on multiple occasions, received the annual award of
Paul Reed
Vanessa is a passionate and selfless person who takes a people centred approach that transpires into her leadership. Vanessa and I have worked together in various roles spanning customer experience, coaching and development and most recently supporting her as she transitioned into her well deserved leadership role within a challenging and multi faceted channel. Vanessa has been an absolute rock to her peers and the wider business. She has always been the first to jump in to support and coach team members through difficult and complex scenarios even as a consultant. Through our time working together she has demonstrated her commitment to our people and her ability to influence and inspire others. She has, on multiple occasions, received the annual award of
Paul Reed
Vanessa is a passionate and selfless person who takes a people centred approach that transpires into her leadership. Vanessa and I have worked together in various roles spanning customer experience, coaching and development and most recently supporting her as she transitioned into her well deserved leadership role within a challenging and multi faceted channel. Vanessa has been an absolute rock to her peers and the wider business. She has always been the first to jump in to support and coach team members through difficult and complex scenarios even as a consultant. Through our time working together she has demonstrated her commitment to our people and her ability to influence and inspire others. She has, on multiple occasions, received the annual award of
Paul Reed
Vanessa is a passionate and selfless person who takes a people centred approach that transpires into her leadership. Vanessa and I have worked together in various roles spanning customer experience, coaching and development and most recently supporting her as she transitioned into her well deserved leadership role within a challenging and multi faceted channel. Vanessa has been an absolute rock to her peers and the wider business. She has always been the first to jump in to support and coach team members through difficult and complex scenarios even as a consultant. Through our time working together she has demonstrated her commitment to our people and her ability to influence and inspire others. She has, on multiple occasions, received the annual award of
Experience
-
SilverChef
-
Australia
-
Financial Services
-
100 - 200 Employee
-
Customer Success Team Leader
-
Apr 2023 - Present
Responsibilities:- Provide leadership, coaching, and support to a team of 9 in Australia and 2 in the Philippines. - Develop specific learning objectives for each consultant through coaching plans (using the GROW model).- Handle complex escalations.- Complete monthly call observations for compliance and quality.- Complete monthly settlement audits.- Create efficiencies within team to optimise work output.
-
-
Operations Consultant
-
May 2022 - Apr 2023
Responsibilities:- Created process efficiencies within the Customer Success space.- Managed communication and process updates to and from the wider company.- Stakeholder management with surrounding departments.- Created process guides, learning briefs and knowledge articles for user consistency and compliance.
-
-
Customer Success Consultant
-
Oct 2020 - May 2022
Team: Existing Customer Team - September 2021 to May 2022Responsibilities:- Minimising customer churn through identifying customer's needs and offering solutions.Accomplishments:- Awarded the Amplify 'High Achiever' Award in 2022 for being individually responsible for converting $5,909,880.64 in Loyalty and EasyOwn contracts in 7 months. Team: General Enquiries Team - October 2020 to September 2021Responsibilities:- Assist in the on-boarding process of new customer's, whilst also maintaining and updating the existing customer data base.- Managing multi-channel inbound communication from customer's by meeting and exceeding KPI's within the designated SLA's to achieve optimal results and efficiency targets.Accomplishments:- Awarded the Amplify 'High Achiever' Award in 2021. Show less
-
-
-
T2 Tea
-
Australia
-
Retail
-
200 - 300 Employee
-
Sales Assistant
-
Nov 2015 - Sep 2020
My role as Sales Assistant in the company was to provide exceptional customer service and to make sure that the customer's experience met the T2 standard of excellence. Key Responsibilities: - Handled face to face customer inquiries in-store - Use of the POS cash register system - Opening and closing the store, cash handling and EOD cash tallying, completing reports - Proactively established key relationships with customers and co-workers - Experience being Assistant Store Manager on multiple occasions. Show less
-
-
Education
-
2015 - 2020
The University of Queensland
Bachelor’s Degree, Public Relations/Korean -
2017 - 2017
Yonsei University
International School, Korean Language and Literature -
2014 - 2014
University of Western Sydney
Community
