Customer Experience Agent

• Mar 2023 - Present

Quality Analyst (Customer Experience Expert) Trusty and Safety

• Aug 2021 - Nov 2022

Account Specialist (Risk and Account Lockout)

• Nov 2019 - Aug 2021

Customer Service Team Lead (Lead Specialist)

• Dec 2016 - Jul 2018

CUSTOMER SERVICE TEAM LEAD (LEAD SPECIALIST): PROMOTED • Managed the daily operation of assigned team and responsible for ensuring delivery of specified goals. • As part of the LEAN Project, conceived an improved and cost-effective quality monitoring process, resulting to company savings. • Served in the capacity of subject management expert, providing escalation solutions for priority issues. • Discharged management functions such as KPI monitoring, mentoring, interviewing… Show more CUSTOMER SERVICE TEAM LEAD (LEAD SPECIALIST): PROMOTED • Managed the daily operation of assigned team and responsible for ensuring delivery of specified goals. • As part of the LEAN Project, conceived an improved and cost-effective quality monitoring process, resulting to company savings. • Served in the capacity of subject management expert, providing escalation solutions for priority issues. • Discharged management functions such as KPI monitoring, mentoring, interviewing applicants as well as scheduling and service-level control. Quality Analyst – Consumer Support (Promoted July 2014) Technical Support Representative (Started February 2012)

Quality Analyst

• Jul 2014 - Nov 2016

QUALITY ANALYST: PROMOTED Emerson Electric Asia Ltd. ROHQ July 2014- November 2016 • Exercised quality assurance oversight functions on customer support operations to satisfy industry and maturity requirements. • Initiated and championed new and streamlined quality monitoring processes in the frame of continuous improvement. • Conducted product training to newbies and weekly refresher updates to existing employees.

Technical Support Representative

• Feb 2012 - Jun 2014

TECHNICAL SUPPORT REPRESENTATIVE Emerson Electric Asia Ltd. ROHQ February 2012- June 2014 • Provided excellent technical and customer service support to InSinkErator US/Canada customers through telephone and email. • Consistently delivered commendable performance and maintained harmonious relationship with colleagues and management.

Eligibility Advisor for Apple Account (Warranty and Sales)

• Oct 2010 - Jan 2012

• Provided warranty solutions and up selling to apple us customers through telephone.

Email & Chat Support (Account Takeover) for eBay Australia

• Jul 2009 - Oct 2010

• Handled investigation for account takeovers and provided excellent technical and customer service support to eBay Australia customers through chat and email.

Document Control Assistant

• Jun 2008 - Dec 2008

• At business-unit level, and with the guidance of the head of Corporate Planning Department/Document Control Center, managed the documentation requirements to support continuous validity of ISO 9001 certification • Monitored placement of company brands in print media • Provided assistance to company employees requiring reference materials for ISO 9001 certification • At business-unit level, and with the guidance of the head of Corporate Planning Department/Document Control Center, managed the documentation requirements to support continuous validity of ISO 9001 certification • Monitored placement of company brands in print media • Provided assistance to company employees requiring reference materials for ISO 9001 certification