Rachel Chong

- ​Implemented best practices to enhance service delivery and customer satisfaction. - ​Monitored daily workflow to ensure adherence to established policies and procedures. - ​Ensured compliance with legal and regulatory requirements in all team activities. - ​Developed and monitored key performance indicators (KPIs) to assess team effectiveness. - ​Established clear team goals aligned with company objectives, tracking progress regularly. - ​Resolved complex customer inquiries by providing expert guidance and solutions. - ​Held monthly meetings with associates to provide constructive feedback on performance. - ​Provided regular performance feedback and coaching to team members. - ​Reviewed incoming emails and calls from customers to ensure proper resolution was provided.

- Manage team member to archive KPI. - Provide immediately SOP update to team, to ensure everything is follow latest update. - Assist to ready and provide training material, schedule training to team if any necessary. - Understand the report, root course analysis, work closely with support team, BA, QA and trainer. - Schedule 1-1 session, team members to understand and planning the next action to improve.

- Managing team members productivity, ensure team to archive the target daily basis. - Analysis weakness, root course ,develop improvement plan and coaching material to team members. - Ensure daily task and follow up case complete within SLA. - Working closely with QA & L&D team, to understand project requirements and knowledge based is updated day by day, confirm team members improvementis on track. - Develop teamwork and relationship with team members, manager, clients and other department.

- Call monitoring outbound volume and maintain inbound service level ( Offered Call Rate, Answer Call Rate, Abandoned Rate and etc). - Lead, supervise and manage a team of Customer Service Executive to meet the required performance and sales targets. - Provide on going couching, training and counseling to team members on products and service and handling customer. - Provide the team with clear objectives for group and individual performance and feedback through quality audits and performance appraisals. - Review workflow and procedures to close service gaps, ensure productivity. - Attend to any high level customer complaints and escalate call received by team members. - Assist & support the training & development of team members to perform at role level. - Review team members outputs are accurate & properly follow-up escalated tickets. - Identify service improvement and make recommendations to the management team.

- Monitoring agents performance, inbound \ outbound chat, call and email , provide feedback for agents improvement (internal progress, FCR, communication competences). - Weekly Calibration with operation, trainer, and client sides. - Daily D SAT validation. - Provide new agent assessment & feedback. - Assist coach team to review outbound call and bottom 10 agent.

- Responsible to engage Elite account. - Experience to handling inbound call, outbound call, chat & email. - Detailed consultation , verify concern, analysis and timely reply. - High standards met, maintain relationship with customer, ensure service quality. - Exceed customer expectation in terms & accurate information. - Work in team to achieve the required KPI, hand over follow up & resolving customer complaint or problem.

- Social media advertising planing. - To enhance customer and brands popularity. - Monitoring monthly promotion and new product with team. - To engagement in various event planing and preparation.

- Handling telesales & customer service in Taiwan market. - High responsibility to guidance product feature and benefit for customer, discover and clarify customer requirement. - Close sales trough inbound call & follow up potential customer account. - Hand over to after sales service and technical support. - Achieve KPI in weekly result.

- To supply and coordinator customer`s event or exhibition needs (bunting stand, pop up display, sampling booth, customise showcase and etc). - Propose 3D exhibition booth design and explanation idea. - coordinate production work flow. - Supply inject printing material (Backdrops sticker, Banner, Bunting and etc).

- Work with printing supply. - development production for company. - visualise artwork (floor plan, kiosk idea, display draft idea) for customer to proposed their product advertising. - Design corporate identity(logo, name card, letter head, envelope and etc).

- Working with team, fully commitment with other department. - Create idea for company advertisement. - Booklet and printing work design for incentive. - Magazine design for introduction tour, itinerary and package. - Arrange printing material (leaflet, brochure, banner, name tag, etc) prepared before deadline.