Experience

TRI7 Solutions Inc.

• Philippines
• Information Technology & Services
• 100 - 200 Employee

• SEA CS Supervisor

  • Jul 2018 - Present

  • Develop, implement and maintain policies and procedures to ensure quality customer service. • Report and analyze data necessary to Director regarding monitor team efficiency and effectiveness. • Responsible for employee development. • Responsible for chat/call/email evaluation, resolution and follow up. • Responsible for staffing, scheduling, recruiting, interviewing, hiring and new employee orientation of his/her role. • Responsible for Daily report , Weekly Report and Monthly Report and Direct Report to Director • Liaise between Customer Support and other departments for shared ideas and processes regarding quality customer service, product innovations and promotions. • Provide effective feedback to the Management regarding process flow and interdepartmental concerns when necessary. • General support of all members of the Indonesian Customer Support team, if needed. • Perform other duties as assigned. Show less

• QA Officer (Thai & English Skill language)

  • Nov 2017 - Mar 2018

  • Monitoring CSO take chatting and suggest CSO to help member in Livechat. • Check CSO chat and report the chat got problem form CSO mistake to Supervisor and Manager • Training CS as Website has New Product / New Procedure / New promotion • Do Monthly Examination and test with CSO to Assessment CS performance and report to Supervisor • Do Monthly report for CS Chat performance and send to Supervisor • Plan and teach with CSO who new comer to learn a CS job & Duty • Monitoring CSO take chatting and suggest CSO to help member in Livechat. • Check CSO chat and report the chat got problem form CSO mistake to Supervisor and Manager • Training CS as Website has New Product / New Procedure / New promotion • Do Monthly Examination and test with CSO to Assessment CS performance and report to Supervisor • Do Monthly report for CS Chat performance and send to Supervisor • Plan and teach with CSO who new comer to learn a CS job & Duty



Global B2B Consultancy, Inc.

• Philippines
• IT Services and IT Consulting
• 1 - 100 Employee

• Customer Service Team Leader Officer (Thai & English Skill language)

  • Nov 2015 - Oct 2017

  • Monitoring CSO take chatting and suggest CSO to help member in Livechat.• Coordinate with relate department if CS’s Department has any concern and found problem By Skype & Internal Emailed[Mostly with Payment , Marketing , Product team , Compliance team and else]• Motivate CSO to hit CSO’s Performance target.• Export CS’s performance file for analysis CS performance to do report and warn any CSO have lower than Market’s target Performance.• Do Daily report , Weekly report & Monthly Report regarding with CS’s performance and Call agent’s performance and send these reports to Manager & Assistant manager[Example : CS's Performance report , Call agent's Call Performance report , Member’s Complaint & Feedback Report]• Read Call log between CS and member previously for QC CSO and check CS performance and warn CSO if they have wrongly response with member or have any fault. • Listen Call log between Call Agent and member previously for QC Call Agent• Teach new CS regarding with Costumer service officer’s duty and train Costumer service officer regarding with Website, Product and promotion details. • Help CSO to take chat (In case downtime, have Member affect issue as downtime or not enough Manpower)• Double check with CS’s job and warn them if have any wrongly or fault• Attended Monthly Meeting with Manager and Assistant Manager for presentation regarding with Market performance and every report regarding with CS’s performance.• Attended the Monthly Meeting regarding with Updating promotion, Product and Website.• Briefing CSO regarding with new or updating promotion, Product and Website or have any issue about CS Department. Show less

• Customer Service Officer (Thai & English Skill language)

  • Oct 2013 - Oct 2015

  • Take chat with client when they want to help about website or other issues.( about deposit and withdraw method, Promotion , or other issue about website , etc ) and explain it to member • Calls to the members. Recommend about website and explain about Promotions ,deposit method, withdrawal method , etc.• Translated all announcement ( All sport announment and about web website announment ) from English to Thai language• Pick up the calls from member when who’s call in and help to them.• Followed up the case of client when members have been problem to use website and any case about website.• Fill list of member when the member registered our promotion from the E-mail and replied the E-mail to the member too. Show less