Cyndy Liew Phik Yen

• Lead a Priority Service team supporting nationwide Australian enterprise and government accounts.
• Manage inbound/outbound interactions across phone, email, and chat.
• Oversee order processing, logistics coordination, and collections.
• Conduct QA reviews, coaching, and training for team members.
• Key Achievement: Directed U.S. Forces Contact Centre Project — first Japan-overseas collaboration, ensuring seamless service delivery and cross-regional integration.
• Additional Leadership Responsibilities:

- Conduct Quality Assurance (QA) reviews to ensure service standards and compliance

- Provide coaching and performance feedback to team members to improve service delivery

- Lead training and onboarding for new employees

- Develop and maintain training materials and documentation for team use

- Granted authority to approve special requests and exceptions, ensuring adherence to policies while maintaining customer satisfaction

• Achieved 90% retention benchmarks consistently.
• Negotiated price increases and managed conflict resolution with empathy.
• Built strong rapport with customers, enhancing loyalty and satisfaction.

• Supported high-net-worth clientele in a leading online travel portal.
• Handled payment processes and resolved discrepancies swiftly.
• Managed elite client relationships with exceptional travel profiles.

• Organized consumer insights sessions (focus groups, product tests, surveys).
• Coordinated recruitment efforts for major brands like McDonald’s and Coca-Cola.
• Delivered timely, professional responses to client requests.

• Assisted customers with reservations, ticketing, and inquiries.
• Built new customer relationships and maintained existing ones.
• Led overseas tours and monitored airline regulation updates.