Volunteer Services Associate

• Sep 2022 - Present

• First point of contact and work with volunteers to prepare hampers, sort perishable and non-perishable items and other production duties as required. • Address any behavioral or production issues or conflict within the volunteer group. • First point of contact and work with volunteers to prepare hampers, sort perishable and non-perishable items and other production duties as required. • Address any behavioral or production issues or conflict within the volunteer group.

Sales Associate

• Jun 2022 - Present

• Drive sales through engagement of customers, suggestive selling, and sharing of product knowledge specific to eyecare needs to maximize sales opportunities. • Provide excellent customer service by answering questions, document sales by updating records, and process payments using cash and credit/debit cards. • Drive sales through engagement of customers, suggestive selling, and sharing of product knowledge specific to eyecare needs to maximize sales opportunities. • Provide excellent customer service by answering questions, document sales by updating records, and process payments using cash and credit/debit cards.

Research Student

• Nov 2022 - Mar 2023

• Organize, update and review the electronic files and folders of the list of Efficient Trucking Program (ETP) more than 300 applicants from Intakes 1 to 5 (year 2019 to 2022). • Consolidate spreadsheet and created multiple pivot tables to help increase the efficiency of reporting. • Organize, update and review the electronic files and folders of the list of Efficient Trucking Program (ETP) more than 300 applicants from Intakes 1 to 5 (year 2019 to 2022). • Consolidate spreadsheet and created multiple pivot tables to help increase the efficiency of reporting.

Team Leader – Client Communications – Customer Service Life Operations

• Jan 2018 - Apr 2022

* Supervise a group of Assistant Customer Service Managers to achieve Key PerformanceIndicators (KPIs), Service Levels, and operational metrics and objectives.* Lead the service deliveries of Customer Service Operations as well as executions of the servicedelivery strategy to ensure efficiency, effectivity, and compliance are achieved.* Ensure Customer Experience are met in daily operations, manage end-to-end closure of feedbackand complaints escalated from team members.* Review of monthly staff performance, administer training, conduct regular quality assuranceanalysis, coaching on staff development, recognize good performance, and address service gaps.* Work closely with other Stakeholders, Service Matter Experts (SMRs), Contact Centre Functionalheads, and Corporate Support business units to identify opportunities to improve performanceand Customer Experience.* Ensure compliance of service activities and operations to company and regulatory Risk,Compliance and Service & Quality standards and policies.* Implementation of Artificial Intelligence (AI) in the Corporate Website* In-charge of the sections’ User Acceptance Testing (UAT) of a new CRM project which will beimplemented by January 2022* In the process of training our Shared Service Office in handling emails and livechat. Show less

Assistant Manager – Customer Correspondence – Customer Service Life Operations

• Oct 2009 - Dec 2017

* Respond to policyholder’s email and written correspondence and provide accurate information ina timely and professional manner.* Maintain positive relationships with other departments who provide support in processingpolicyholder’s requests.* Ensure effectiveness in documentation, scheduling personal and telephone meetings withpolicyholders.* Provide high levels of service delivery of daily operations and provide more than the company’srequired performance standard.* Gather policyholder’s feedback, reports to Team Manager and propose necessary actions forservice improvement. Show less

Assistant Manager – Customer Correspondence – Customer Service Life Operations

• Oct 2009 - Dec 2017

Customer Care Consultant – Call Centre Operations

• Dec 2007 - Oct 2009

* Handle policyholders and Financial Service Consultant (FSC) inquiries related to insurancebusiness (Claims processing, Policy Services-related calls, FSC contact line, etc)* Deliver excellent quality service and handle customers’ enquiries and requests efficiently* Ability to manage customer’s expectations and take ownership of customer’s requests* Possess strong analytical skills to resolve customers’ problems, complaints and handle feedback* Feedback customer’s concerns to Team Manager for service improvement Update complete and accurate information on customer interaction in the Customer RelationshipManagement (CRM) system* Fulfil Call Centre expectations by meeting set KPIs and contribute to expected team performancestandard* Perform additional or overtime duties during operational exigencies when required* Assist with ad hoc initiatives / projects when delegated by management* Fulfil Call Centre expectations and meet service targets in achieving service and productivitylevels at 85% of calls answered within 20 seconds. Show less

Technical Support Supervisor

• May 2007 - Sep 2007

* Supervise 12 Customer Service Representatives (CSR) on how to effectively handle technicaland customer service calls* Give immediate feedback to the agents whenever an opportunity is observed and evaluate CSRperformances* Perform internal administrative works assigned by the Operations Manager* Provide adequate and productive training support to CSR* Report individual and team performance to management

Senior Technical Support Representative

• Jan 2007 - May 2007

* Train New Hires during listen–in and buddy–up call periods* Provide immediate feedback to new hires on every call* Conduct roleplays to become efficient and effective CSR* Provide feedback to new hire Team Leaders and assist to develop skills for new hires

Technical Helpdesk Specialist

• Oct 2006 - Jan 2007

* Responsible in answering questions coming from the new hires and regular teams in a form ofchat* Provide administrative works in analyzing on how use the chat service effective tool foranswering queries of Technical Support Representatives (TSR)* Prepare and conducts training materials for the Helpdesk Presentations

Customer Service Representative (Inbound and Technical Support)

• Aug 2005 - Oct 2006

* Ability to answer and resolve customers’ incoming calls for clients of Dish Network* Provide answers regarding promotion, billing, programming and collection of payments* Activate new subscription and programming packages for Dish Network* Promote the latest campaign for new and current customers of Dish Network