Chin Fui Chang

Responsibilities:

• Manage dedicated Social Media & Email Customer Service Team to ensure smooth running of daily operations and staff management to achieve service level agreement.

• Attends to higher escalation and complaint cases from front liners.

• Coach, mentor, and develop front line staff from quality perspective.

• Compile and study on operation reports to identify the improvement plans on the processes and quality.

• Prepare and coordinate on team schedule, manage on agent's leave applications.

• Review on the operation tools including the response templates and submit improvement proposals to Senior Management.

• Optimizing on the Social Management Tools by review on the keywords, routing rules in order to maximize the system utilization.

Experience Gained:

• Hands-on experience on Social Media & Email Manage Tools (Lithium, Khoros, Genesys).

• Learned on the best practices and processes in Digital Customer Service.

• The knowledge on Digital Transformation to deliver better digital customer experience, increase agent productivity to lower operation cost.

Achievement:

• Reduced the unnecessary human effort by optimizing the Social Media Management tools and enhancing on the system automation.

• Fine-tuned on the existing process and response templates to increase the agent's productivity and quality.

• Improved the CSAT score delivered better customer experience.

Responsibilities:

• Hiring, training, coaching, and leading call center representatives as they provide support for customers.
• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
• Assisting other management team members in identifying trends and establishing call center goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Identify gaps for improvement and implement initiatives to achieve the desired results.
• Coach, mentor, and develop front line staff from quality perspective.

Experience Gained:

• Ability to multitask and remain calm under pressure.
• Improved on crisis management skills and plans to react and manage once the event has taken place.
• Proven initiative and ability to work with minimal supervision and being granted with authorities to manage the overall operations within company.

Achievement:

• Improved the Service Level from 70% to 80% by relooked into the agent's shift pattern.
• Enhanced on the overall new hire process and reduced the attrition rate.

Reason For Leaving:

• Internal transfer to Digital Engagement Team (Digital Customer Engagement)

Responsibilities:

• Managing the daily operations within the company including Sales Teams, Marketing and Customer Service.

• Studying and analyzing the daily News in order to provide trading suggestions for the customers.

• Sourcing individual potential customers and maintaining existing customers via outbound calls and web-based communication tools.• Searching and evaluating the effective sources of potential customers.• Proposing the monthly Sales Target to teams and ensuring Sales Target being achieved with appropriate techniques.
• Oversaw and monitoring the team members to ensure the team achieves the required quality metrics while handling the potential / existing customers.

• Planning the resources and monthly budgeting.

• Providing training to new hires and existing teams in order to enhance the required skills.

• Ensuring the database updated by team were accuracy and efficiency.• Responsible to interviewing, staffing and provide training to the new agents.

Experience Gained:

• Experience in knowledge of Forex and trading tools (eg: MetaTrader 4).

• The tools and communication skills used on customers (serving the customers from China and South East Asia).

• Proven initiative and ability to work with minimal supervision and being granted with authorities to manage the overall operations within company.

• Sales target pre-setting and techniques to push the teams meet the sales target.

• The motivation skills to cheers the Sales Team from achieving the sales target.

Reason For Leaving:

• The operation shut down in Malaysia

Responsibilities:

• Managing the daily fault calls status and provide the necessary support to ensure the cases closing accurately.
• Ensuring Service Level Agreement (SLA) achieved by team and to ensure the client deadlines and expectations were met.
• Oversaw and monitoring the team members to ensure the team achieves the required call quality metrics by conducting transaction monitoring.
• Planning the resources and implement the shift schedule for every month.
• Assisting the team to handle the inbound call during the peak hours.
• Ensuring the database updated by team were accuracy and efficiency.
• Responsible to interviewing, staffing and provide training to the new agents.

Experience Gained:

• Experience in knowledge of call centre industry.
• Good team player and Multitasking capabilities.
• Proven initiative and ability to work with minimal supervision.
• Attended several customer services training to learn the way to enhance leadership skills.

Reason For Leaving:

• Seek for better and stable career advancement opportunities where I can fully utilize my skills and experience.

Responsibilities:

• Managing the daily fault calls status and provide the necessary support to ensure the cases closing accurately.
• Ensuring Service Level Agreement (SLA) achieved by team and to ensure the client deadlines and expectations were met.
• Responsible to generate major reporting to supervisor and client such as statistic report and fault call report by daily and monthly basis.
• Oversaw and monitoring the team members to ensure the team achieves the required call quality metrics by conducting transaction monitoring.
• Planning the resources and implement the shift schedule for every month.
• Assisting the team to handle the inbound call during the peak hours.
• Ensuring the database updated by team were accuracy and efficiency.
• Responsible to interviewing, staffing and provide training to the new agents.

Experience Gained:

• Experience in knowledge of call centre industry.
• Good team player and Multitasking capabilities.
• Proven initiative and ability to work with minimal supervision.
• Attended several customer services training to learn the way to enhance leadership skills.

Reason For Leaving:

• Seek for better career advancement opportunities and exposure.

Responsibilities:

• To provide the first level support to customer
• Solve the problem within the SLA
• Handled and resolved about 100 outbound and inbound calls per day
• Responsible for updating new applicants’ data to database.

Experience Gained:

• Knowledge of call centre industry
• Ability to manage customer’s upset and conflicts
• Ability in handling the call in a polite manner
• Proven initiative and ability to work with minimal supervision
• Attended several customer services training to learn the way to enhance customer satisfaction and improve productivity

Reason For Leaving:

• Promote to higher position

Accomplishment:

• Awarded as 'Best Customer Service Representative'
• Selected as 'Best Performance Staff' for consecutive 3 quarterly of the year.