Experience

Spenmo

• Singapore
• Technology, Information and Internet
• 100 - 200 Employee

• Customer Support Specialist

  • Oct 2022 - Present



Zenyum

• Singapore
• Retail
• 100 - 200 Employee

• • Mar 2022 - Oct 2022

  Led Indonesia’s Team and created an open atmosphere that encouraged team members to communicate freely. Initiated ‘weekly CC Training’ where the juniors shared their issues to prevent issues from becoming major problems and in order to know what steps should they take if it happens. Maintaining customer complaints by an average of 90%-100% through escalated grievance resolution procedure.

• • Feb 2021 - Feb 2022

  Planned opportunities for improvement for Indonesia's customers. Responsible for hiring, training, and setting up training materials. Grew the effectiveness of the customer care department by resolving tickets an average of 20 inquiries per day, strengthened CSAT as well as improved NPS by 100%. Moreover, keep maintaining customer complaints by below 10% through escalated grievance resolution procedure and decreasing warranty rate (refinement) from 100% to 30% in 3 months. And come up with a strategy to increase and manage the company's google reviews from 12 to 49 in 2 months. Show less

• • Nov 2019 - Feb 2021

  Successfully handled 350+ customers' accounts simultaneously. Improving and maintaining customer satisfaction through NPS by 85-90%. Providing all the partner dentists with the product services and process and making sure that they are aligned with the company's procedure and processes.

• • Sep 2019 - Nov 2019

  Achieving individual and team target sales by 100%. Managing & retained the first 10 customers including 3 KOL also become a talent for Zenyum marketing videos and exhibitions. Working together with the partnership team to onboard clinic partners.



Ivosights

• Indonesia
• Technology, Information and Internet
• 100 - 200 Employee

• Data Analyst Intern

  • Aug 2019 - Sep 2019

  Using advanced computerized models to extract the required data. Perform a preliminary analysis to assess the quality of the data. Carry out further analysis to determine the meaning of the data. Using advanced computerized models to extract the required data. Perform a preliminary analysis to assess the quality of the data. Carry out further analysis to determine the meaning of the data.