Melbourne, Victoria, Australia
Responsibilities: ● Transform customer experience in the APAC region ● Increase customer voice in business decision making and product design ● Apply technology to improve experience for both customers and staff ● Develop strategic BPO relationship globally Achievements: ● Developed new leaders in the region
Responsibilities: ● Manage two BPO centers for English learning customer service in APAC ● Reduce impacts from company restructure on customer experience Achievements: ● Changed CS team’s position in Greater China business from always being informed to being engaged
Responsibilities: ● Design and implement CRM workflow and system in Greater China ● Engage local teams to restructure to align with global initiatives Achievements: ● Learnt a new dialect, Cantonese
Responsibilities • Providing professional advice to clients on accounting software and systems to assist business decision making • Generating customised internal business reports to meet clients’ information needs Achievements • Developed good understanding of relationships between information access and security, accounting systems and business decisions
Responsibilities • Explaining topics in tertiary accounting and finance subjects • Guiding students to understand theory and to solve practical questions • Correcting and reviewing tutorial exercises and assignments • Providing advice on study methods and exam techniques Achievements • Developed exceptional time management and communication skills
Responsibilities • Providing highly customer focused solutions within service level agreement (SLA), by prioritising various customer query channels - phone, live chat and email • Large amount of verbal and written communication with both external and internal stakeholders • Generating tabular and graphic reports on volumes and performance against SLA for senior management Achievements • Developed excellent multi-tasking and stakeholder relationship maintaining skills
Responsibilities • Giving instructions to junior professional markers, and keeping team members motivated and team performance consistent • Monitoring and improving efficiency and accuracy level of the entire team, and generating performance reports for decision making • Solving problems on the spot, and providing suggestions for future improvements Achievements • Maintained high level of efficiency and accuracy consistently across the team during the whole NPLAN project