Experience

Appliance Factory Parts

• Technology, Information and Internet
• 1 - 100 Employee

• Customer Support Specialist

  • Mar 2022 - Present



Freelance

• QA Analyst

  • Oct 2021 - Dec 2021

  QAs inbound and outbound appointment and service calls for a Real Estate investment company based in Georgia, USA

• Subtitle Editor

  • Oct 2021 - Oct 2021

  Tasked in editing the auto-generated subtitles for a UK-based content creator in YouTube.



ShipServ

• United Kingdom
• IT Services and IT Consulting
• 100 - 200 Employee

• Client Executive

  • Jul 2019 - Oct 2021

  • Responsible for ensuring that the Company’s customers receive highest level of servicing or assistance with their concerns about the products/services, and to handle and resolve Level 1 technical issues using the standard procedures. -- assisting customers in using Company’s products and services, ensuring a first call resolution for urgent major issues. -- keeping updated and adapting changes in procedures • Acting as “gatekeepers” of the Company’s databases, ensuring that all information, contacts, etc. are correct and updated. Ensuring that these requests made via inbound calls, emails and chats are from authorized representatives from the client. • Perform administrative customer service-related tasks by activating products / subscriptions, including sending welcome packs, creating user accounts, guiding customers in using the products purchased • Perform incident management tasks by monitoring abnormal product behaviors, cases or issues and ensure that such incidents were escalated for further management as required, acting as the prime coordination center between Global Service Delivery team, IT and customers during service interruption and system unavailability Show less



Inceptigon Pty Ltd

• 1 - 100 Employee

• Customer Relations Specialist - TTI Brands Australia

  • Jan 2019 - Apr 2019

  • Provided aftersales service, pricing and availability for power and hand tools, accessories, outdoor power equipment, floor care and appliances for “Do-It-Yourselfers” customers and retailers all over Australia liaising via email correspondence, and/or outbound calls. • Checking and following up on delivery statuses of item(s) to be delivered from the warehouse to individual retailers, which then will be delivered to the customer. • Coordinate with the Tech and Warehouse Teams for item(s) verification regarding disputes, e.g. incorrect/defective item(s) delivered, then • Arranging for new deliveries to, and the return of the incorrect/defective item(s) back from, the customer/retailer. Show less



Acquire BPO

• Australia
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Underwriting & CS Team Leader - CashTrain/Money3 Australia

  • Feb 2015 - Jan 2019

  • Creating an inspiring team environment with an open communication culture • Provides support, Delegate Tasks and help set achievable goals for individuals• Oversee day-to-day operations in both the Underwriting and Customer Service LOBs• Responsible in monitoring team performances, and reports on metrics using client and company hosted applications automatically and manually.• Recognize high performance and reward accomplishments• Facilitating daily morning catch-ups with the offshore clients, to discuss running performance highlights and lowlights, and “game plans” for the day. Show less

• Underwriter/CSR - Paid International/Cashtrain/Money3 Australia

  • Mar 2013 - Feb 2015

  • Performed full assessments on short-term loan applications (actual approving or declining)• Maintaining a quota of 10 approves per day, out of 25 total applications assessed (standard)• Collecting background information and/or requirements for loan processing via outbound phone call, email correspondence, and/or via live chat support • Analyzing historical financial data of each customer for risk analysis • Offering lower amounts and/or negotiating loan terms, whenever necessary, to ensure low risks of delinquency Show less

• Directory Assistance Operator - Optus

  • Jun 2012 - Mar 2013

  • Provided correct Business and Residential contact numbers to customers all over Australia



kgb

• United States
• Information Services
• 500 - 600 Employee

• Customer Service Representative - DA (UK)

  • Oct 2006 - Apr 2010

  • Provided correct Business and Residential contact numbers to customers all over the United Kingdom (England, Scotland, Wales, and Northern Ireland) • Provided enhanced directory assistance services like Train Times information, Movie times and listings from most cinemas, and Restaurant operating times information and bookings, and category searches • Provided correct Business and Residential contact numbers to customers all over the United Kingdom (England, Scotland, Wales, and Northern Ireland) • Provided enhanced directory assistance services like Train Times information, Movie times and listings from most cinemas, and Restaurant operating times information and bookings, and category searches