Customer Support

• Oct 2022 - Present

Team Lead

• Oct 2016 - Sep 2022

Task Management & Leadership Responsibilities-Manage a team of 6 to 8 “Solutions Specialists” to fulfill client requests.-Shift management to ensure loading capacity is met during busy periods.-Ongoing review, coaching and monitoring of “Solutions Specialists” to improve and deliver consistent quality client service.-Ensure timely delivery of solutions and transparent pricing to clients. Quality Control Responsibilities-Managed vendor/partner payment and billings.-Monitoring and management of unfulfilled client requests to mitigate and reduce reputational risk.Achievements-Development and execution of client management strategy. -Created and operationalized the Standard Operating Procedure for managing client personal and work calendars. -Reduced team response times to below 2 minutes from initiated client request.-Decrease in client outstanding invoice collection.

Creative Solutions Specialist

• Feb 2016 - Oct 2016

-Provide concierge solutions for internet and SMS request from clients-Manage assistant request managing client calendar, scheduling, emails and event planning.-Cross sell other services and creating opportunities with existing client base.Achievements-Promoted to Team Leader after 7 months upon joining-Increased personal quality score from 55% to 85% on effective client management.-Highest Billing Capacity Utilization (BCU) within the Solutions Specialists team.

Client Liaison Officer

• Jul 2013 - Aug 2015

-Identifying and verifying eligibility of candidates applying for Permanent Residency / Business Visa / Student Visa to the USA, UK, Australia, New Zealand and Canada.-Gather document and information gathering of applicants in accordance to embassy requirements.-Coordinate and organize medical appointments, scheduling IELTS exams, employment and education records.-Visa submission to the embassy and consulate -Assist the CEO & Manager with document/customer based tasks -Identifying and verifying eligibility of candidates applying for Permanent Residency / Business Visa / Student Visa to the USA, UK, Australia, New Zealand and Canada.-Gather document and information gathering of applicants in accordance to embassy requirements.-Coordinate and organize medical appointments, scheduling IELTS exams, employment and education records.-Visa submission to the embassy and consulate -Assist the CEO & Manager with document/customer based tasks

Hostess Intern

• May 2011 - Aug 2011

The primary responsibility of T.G.I. Friday’s Host and Hostess is to greet the customers who are arriving and departing from the venue.- Help guests to their seats in a very welcoming manner while upholding the general flow of customers arriving and leaving the restaurant.- Needs to accommodate all the needs of every customer especially those with disabilities. When the restaurant is full, a Hostess must manage the Wait List and make sure to give full priority to customers that are first in line. -Provides assistance to servers and maintain a clean and well organized work station.

Assistant Cook Intern

• Mar 2011 - May 2011

- Food preparation and set up work station for cooking. - Opening/closing checklist for kitchen stations.- Assists in duties that is assigned by the kitchen manager.