Experience

QUp World Inc.

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Customer Support Team Lead

  • 2015 - Present

  - Demonstrated a strong understanding of our products to effectively support customers in their usage and troubleshooting. - Established clear team workflows and defined individual responsibilities to optimize collaboration and productivity. - Prepared and submitted weekly reports, providing updates on team progress and key achievements. - Received and effectively handled customer issues, providing prompt and satisfactory resolutions to ensure high customer satisfaction. - Coordinated with other departments to address and resolve major issues, fostering cross-functional collaboration and efficient problem-solving. - Assisted customers in building their profiles and implementing their operational strategies, offering guidance and support throughout the process. - Conducted training sessions for customers, equipping them with the necessary knowledge and skills, and created tutorial guides for easy reference. - Delivered product demos to introduce the features and benefits of our offerings to potential clients. - Provided training and onboarding for new team members, assigning tasks and effectively managing their performance to ensure successful outcomes. - Implemented upselling strategies to promote advanced modules and increase revenue while assisting customers in optimizing their operations. - Contributed to the review product mock-ups, ensuring that they aligned with customer requirements and expectations. - Collaborated with the team to prioritize the function list for development, identifying key features and functionalities based on customer needs and market demand. Show less



QGS Inc.

• United States
• Information Technology & Services
• 1 - 100 Employee

• Customer Support Team Lead

  • May 2012 - 2014

  - Demonstrated a strong understanding of our products to effectively support customers in their usage and troubleshooting.- Established clear team workflows and defined individual responsibilities to optimize collaboration and productivity.- Prepared and submitted weekly reports to higher-level managers, providing updates on team progress and key achievements.- Received and effectively handled customer issues, providing prompt and satisfactory resolutions to ensure high customer satisfaction.- Coordinated with other departments to address and resolve major issues, fostering cross-functional collaboration and efficient problem-solving.- Assisted customers in building their profiles and implementing their operational strategies, offering guidance and support throughout the process.- Conducted training sessions for customers, equipping them with the necessary knowledge and skills, and created tutorial guides for easy reference.- Delivered product demos to introduce the features and benefits of our offerings to potential clients.- Provided training and onboarding for new team members, assigning tasks and effectively managing their performance to ensure successful outcomes. Show less

• Sales Marketing Executive

  • Jan 2012 - Apr 2012

  - Conducted extensive market research to identify target market segments and potential customers.- Generated innovative ideas to establish and expand our market presence, effectively attracting a larger user base.- Developed comprehensive plans outlining the implementation of creative ideas in a detailed manner.- Acquired in-depth knowledge about our products and created informative tutorial guides.- Conducted product demonstrations for both customers and investors, effectively showcasing the benefits and features of our offerings.- Contributed to the composition of website content, ensuring it effectively communicates our value proposition.- Performed app key translation to enable seamless user experiences across different languages (English & Vietnamese translation). Show less