Connie Lee Fai Min

• Spearhead the Customer Service department to consistently enhance customer satisfaction through effective leadership and team management
• Utilize customer feedback analysis and trend identification to drive continuous improvement initiatives, presenting findings to the Customer Satisfaction Committee
• Fostered collaborative relationships across departments to elevate service quality and streamline operations for enhanced customer experience
• Ensure swift resolution of customer inquiries and feedback, including personalized assistance to VVIP/VIPs, while maintaining detailed records in the CRM system.

• Entrepreneurship: Café Business Ownership and Management

- Business Operation Management included: Social Media, Marketing & Promotion, Inventory, Stock Purchasing, License Renew, Accounting, Hiring & Training, Set SOP, Business Strategies, to ensure customer satisfaction.

• Entrepreneurship: Scented Candle Business Ownership and Management

- Business Operation Management included: Social Media, Marketing & Promotion, Inventory, Hiring & Business Strategies (Wholesale & E-commerce B2B & B2C) to ensure customer satisfaction.

• Achievement:

-Successfully integrated the Customer Care Department post-Joint Venture, achieving 100% alignment within three months.

-Implemented new SOPs to enhance collaboration between sales and customer service departments, resulting in more efficient complaint resolution processes.

-Launched a targeted Customer Retention campaign, driving a 25% increase in repeat sales through CRM-driven customer journey mapping.

• Job Description:

- Directed daily department operations (Order-to-Cash), focusing on seamless transactions and customer satisfaction

- Engaged with customers domestically and internationally through multiple channels, including phone, email, social media, and face-to-face interactions

- Addressed complex customer issues swiftly and effectively, utilizing problem-solving skills to resolve escalated concerns

- Led recruitment, training, and KPI implementation to boost team performance and service quality

- Regularly reviewed and updated SOPs for continuous improvement, ensuring superior customer experience

- Managed the department's annual budget, ensuring financial stability and efficiency

- Coordinated with 3PL and suppliers in the US/China to ensure timely and high-quality inventory delivery

- Compiled and analyzed customer consumption, revenue, and timeline reports for stakeholder insights

- Collaborated with the sales and marketing teams, gathering customer feedback and identifying sales leads to enhance customer engagement and retention

- Conducted customer market surveys to inform sales strategies and support customer recovery efforts.

• Achievement:

- Achieved a 35% increase in weekly upholstery refurbishment rates within 2.5 months through the implementation of standardized operating procedures.

- Streamlined SOPs and improved technician repair efficiency by 14%, leading to enhanced service quality and customer satisfaction.

• Job Description:

- Led daily operations of customer service and technical teams.

- Managed 3PL/Warehouse and inventory supplies.

Streamlined SOPs to enhance customer service quality.

- Collaborated with sales and marketing to improve customer relationships.

- Coordinated with HQ for parts, shipments, write-offs, and stock counts.

- Generated reports for GM and regional reviews on a weekly and monthly basis.

- Resolved complex customer issues.

- Hired, trained, and managed team performance to meet KPIs.

- Boosted customer service department sales as directed by the GM.

• Achievement:

- Reduced repair backlog from 75 days to 2 days within 7 months through the implementation of efficient SOPs and processes.

- Implemented an E-SMS function, reducing pending cases by 67% per month and enhancing communication efficiency with customers.

• Job Description:

- Supervised the Order-to-Cash (OTC) process and daily operations of the customer service and technician teams

- Developed and conducted customer service training programs to ensure smooth job rotation

- Addressed and resolved customer complaints from retailers, dealers, and walk-ins

- Coordinated with the headquarters for spare part supply, write-offs, and stock counts

- Collaborated with sales and marketing departments on new product knowledge and repair timelines

- Managed staff recruitment, training, and performance appraisals

- Revamp SOP & Implemented a stock count process to prevent data mismatches

Managed the department's annual budget

- Compiled and analyzed repair backlog reports for the General Manager and company stakeholders.

• Achievement:

- Collaborated on critical ideas for SAP SD module renewal project, contributing to improved system functionality and efficiency.

- Enhanced consignment calculating processes, resulting in a significant reduction in billing errors and increased accuracy.

• Job Description:

- Managed Order to Cash (OTC) and consignment orders for the Taiwan market.

- Handled customer inquiries via phone, email, and fax, focusing on order management.

- Ensured accurate and organized storage of Sales Orders and Correspondence in the system.

- Maintained strong customer relationships through professional service.

- Collaborated with supply chain, financial, and sales teams for smooth business processes.

- Interacted with SAP Vendor Systems Support personnel as needed.

- Led and coached the team to ensure smooth operations.

• Served as the primary contact for the end-to-end customer fulfillment process in the Hong Kong Market
• Verified Purchase Orders to confirm the Business Partner's authority to purchase specific Hardware, Software, and Services
• Determined and applied the best marketing programs or special discount plans for Business Partners, ensuring their purchase plans do not exceed their credit limits
• Addressed issues related to order loading, short-shipments, damage, poor packaging, and customer claims
• Conducted daily shipment and backlog reports for all order transactions
• Coordinated with Business Partners to expedite orders with the manufacturing plant and secure necessary approvals, such as addressing insufficient credit limits
• Worked with Business Partners and the Logistics team to schedule order deliveries to end-users and public warehouses on time
• Ensured compliance with all audit guidelines and adherence to established processes.

• Managed administrative tasks including preparing purchase orders, invoices, and shipping documents, ensuring smooth operations and effective communication with stakeholders

• Handled clerical duties such as attending calls, arranging invoices, and typing letters, contributing to efficient office operations.