18yrs Customer Service Support Management

Chantelle Mui Backquist

REMOTE Ops and Management ; Specializing in Customer Services

**** ********** *******

ad23p1@r.postjobfree.com

EXPERIENCE

Donoci CZ (2022-)

REMOTE Customer Service For Danish & Irish region

Kept up to date with current CRM and CSR practices in the remote field - Customer Support, Customer Retention, Customer Experience for Saas Company.

●Manage large amounts of incoming phone calls

●Generate sales leads

●Identify and assess customers’ needs to achieve satisfaction

●Build sustainable relationships and trust with customer accounts through open and interactive communication

●Provide accurate, valid and complete information by using the right methods/tools

●Meet personal/customer service team sales targets and call handling quotas

●Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

●Keep records of customer interactions, process customer accounts and file documents

●Follow communication procedures, guidelines and policies

●Take the extra mile to engage customers

●Improve customer service experience, create engaged customers and facilitate organic growth

●Take ownership of customers issues and follow problems through to resolution

●Set a clear mission and deploy strategies focused towards that mission

●Develop service procedures, policies and standards

●Keep accurate records and document customer service actions and discussions

●Analyze statistics and compile accurate reports

●Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

●Keep ahead of industry’s developments and apply best practices to areas of improvement

●Control resources and utilize assets to achieve qualitative and quantitative targets

●Adhere to and manage the approved budget

●Maintain an orderly workflow according to priorities

Hollinic LLC. (2021-)

Consultant Chief Operation O cer (REMOTE)

Operations management, ecommerce management, account and customer success management, and business development for SaaS Company

●Oversee big picture DTC strategy planning as a whole

SKILLS

Information services Customer services (B2B and B2C)

Onsite and remote services Value-added informational services

Customer performance metrics Financial Forecasting Performance management systems

Customer management procedures knowledge Operational budget forecasting Policies and procedures

Stafl Management Strategic planning Coaching and mentoring Business planning Operations management Project Management Contract Management

Client account management Food preparation and safety Employee scheduling Performance improvement Stafl training/development Product development Supply chain distribution

Risk analysis and management Cost reduction strategies Supply Chain Management Management information systems

SAP expertise

CRM proficient (Zendesk, Freshdesk, Daktela, Dixa)

LANGUAGES

Native (C2) - English, Malay Business Intermediate (B1) - Mandarin, Cantonese & Danish

●Ownership of DTC P/L overall according to brand - market incorporation

●Oversee specific DTC strategy per brand

●Business development, partnerships and collaborations

●Integrating technologies, website features and tools

●Partner with brand managers to formulate a supporting DTC workflow, including: asset production, graphic design, site development, technical updates and marketing

●Identify and support any work-flow weaknesses and advice on proper sta ng and procedures

●Facilitate e cient communication and operations among all service providers and team members, including: brand managers, marketing team, collaborating partners, art department, web development and fulfillment administration

●Oversee a portfolio of nearly 200 client accounts and acted as the primary liaison between the VIP consumer accounts and the corporation.

●Actively pursue new business through networking, researching leads, and visiting trade shows.

●Strengthen and maintain current business through constant communication, dependable product delivery, and trustworthy relations.

●Spearhead ideas for marketing and advertisement of new products and assist in the development of engaging sales pitches.

●Maintaining and directing the daily operations of the business, including coordinating with human resources, legal, sales, marketing, manufacturing, accounting, IT and other departments

●Meeting with and reporting to the CEO about the company’s daily operation, as well as about the CEO’s plans for any upcoming adjustments or developments to business operations strategy, or other company goals and objectives

●Representing the CEO and standing in for the CEO if the senior executive is out of the o ce or otherwise engaged.

●Help support other senior executives and employees, including to advise on promotions

●Develops and implements policies for daily operations, and communicates these policy changes to department supervisors

●Ensures alignment with current company policies and goals across the board.

MATE Bike International (2019-2020) (Copenhagen Headquarters)

Head of Customer Service Department.

Creation & management of the Customer Service department, managing, restructuring and implementing SOPs to better manage communications handling with the international customer base who are experiencing everything from logistical to mechanical issues with their MATE bikes.

●Remote management (DURING THE CORONA VIRUS LOCKDOWN IN DENMARK) of BOTH the Lithuanian CS team and the new hire of the home based Copenhagen CS team.

●Leading and managing the customer service department. Assessing and managing the customer service team to continually improve processes and outcomes. (During COVID lockdown, Over SLACK, TEAMS, GOOGLEMEETS & SKYPE, and thereafter in person at HQ)

●Measuring and reporting of KPIs. Agree on priorities and standards with the leadership management team & Managing Director and then manage the CS team to deliver them.

●Manage all customer service processes, acknowledging that the CS industry is becoming more proactive and engaging customers earlier in the buying cycle.

PERSONALITY AND CHARACTERISTIC

•High energy & Passion for working with people, smiling all the time...

•Flexible & adaptable, able to work well individually and within a team.

•Reputation for displaying professionalism and ability to work under pressure.

•Demonstrates capacity to work eflectively with diflerent personality types.

•Fast learner with good communication skills.

•Polyglot (multilingual)

Hobbies

Golf, Archery, Reading, Equestrian,Freehand painting, visiting museums, Internet Researching for specific programs or news sources.

NGO Activity

Volunteered at Assunta Children’s Society (Malaysia) (2006-2017), tutoring orphans or children from less fortunate families with homework from school, cooking for them, mending their clothes when necessary, packing them a lunch pack for school

Volunteered at PAWS (Malaysia

, Singapore, Vietnam) (Government Centre for stray animals) (2012-2016), cleaning pens, fixing cages, bathing the animals, helping the veterinarian, picking up food sacks from the manufacturer, playing with the animals.

Volunteered with Woman’s

●Ensure that the Computer system in place (e.g.Zendesk & previously DIXA) is being used to the required standards and identify and promote any areas of e ciency.

●Troubleshooting. As problem areas for customer service are identified, (i.e lack of communication and support with proper details required to correspond with customers ), to engage the Managing Director to manage the internal unit cooperation across departments, and in obtaining the required communication and resources from other departments accordingly to then instruct the customer services team with how to address these areas and make the planned changes quickly and eflectively.

●Champion the customer throughout the regional business, balancing customer needs with business requirements and presenting a compelling case for internal change and improvement.

●Financial analysis. Manage budget eflectively and be able to promote requirements for additional funding where they can increase the customer recommendation ratings and increase overall business performance.

●Planning. Work with the Managing Director to drive continual improvement in people, technology, processes, service and product design and build.

●Establish and test new strategies to improve the customer service experience.

●Product management & development, verification, forecasting, promotional marketing, team development & management.

●People & Operations development, ensure the right caliber of stafl are recruited, and in accordance with company policy and procedures.

●Training. Ensure continual upskilling in customer services through evaluation, development and training of stafl.

●Day to day management, Manage customer services team to deliver what customers need and to continually improve your customer service team’s e ciency and eflectiveness. In addition, ensure that you build a positive team culture with strong positive engagement

●Ensure the department operates in accordance with corporate “common practice” policies and procedures. (MATE bike is a start up and therefore does not extensive company policies and procedures in place)

●Customer Service representative within the company on all relevant forums & consultant to management team on issues and opportunities

●Manager of two Customer Service teams (physical and remote) and primary contact to international agent and distributor partners

●Direct ownership of order & invoice processing in several major markets and key accounts

●Lead role in optimizing & automating existing processes with fulfillment partners & retail customers

●Guardian of data integrity (ie: pricing, terms) within business management system

International Senior Learning & Development Trainer (2005-2016)(NZ,Malaysia,Singapore,ShangHai,Australia & Kuwait)(Contract basis)

Training multicultural international teams to understand company strategy and achieve goals. Customizing each and every module according to client’s requirement. Specializing in customer services, industrial management and operational e ciency.

●AGILE trainer

●Trainer the Trainer

Shelters, (USA, UK, Vienna, Malaysia, Kuwait, Singapore) (2009-2012),counselling abuses women, young girls and rape victims, helping them open up or report the crime, co advising those who were working with journalists to help spread awareness about safety and personal space.

●REMOTE module training (Customer Success & Customer Handling) using SkypeClassroom & BlueJeans.

●Well versed with the interfaces Zendesk & VCCLive

●Training company SOPs and LEAN manufacturing compliance.

●Liaise with department managers to determine training needs and schedule training sessions

●Project Management, budget, sta ng and analysis.

●Individual assessing of participants (both during training sessions and on site working environment)

●Design eflective training programs from blue collar level to white collar level

●Coaching and establishing foundation of proactive attitude for leadership programs

●Conduct seminars, workshops, individual training sessions & coaching.

●Prepare educational material such as module summaries, videos & communicative notes.

●Interact, support and mentor new employees

●Keep attendance and other records

●Manage training budgets

●Conduct evaluations to identify areas of improvement

●Monitor employee performance and response to training

●International module designing and training customized towards client’s requirements. .

●Conducting training in Mandarin, English, Malay and Danish

Mah Sing Group(2016-2017)(Malaysia & Singapore)

Learning and Development Trainer,Customer Service Manager & Department Trainer

Managing the Customer Service department while leading the Learning & Development Department into more eflective and engaging problem solving methods.

•Assessing both knowledge and skill of the employees, thorough observation, interview and survey.

•Planning and designing appropriate training regimens and materials

•Using the assessments as benchmarks and oflering evidence of the eflectiveness of training and organizational change.

•Creating awareness within the company on how to maximize exposure of their latest launches and set up a Facebook and Instagram account to manage and portray more “immediate” attention quality.

•Training the trainees about curriculum design, public speaking and to be able to coach their individual teams.

•Analyzing and targeting the company’s learning needs, company’s goals and charting plans to execute these goals fully.

•Taking employee assessments into consideration while determining the subject, content and the technique of training.

•Planning and detailing the training strategy, objectives and timeline in order to create a developed and great curriculum design.

•Delivering training which would include everything from newly hired training to that of professional development session.

•Communicating the topics eflectively by properly understanding the needs of the audience and also targeting the sessions to meet their education level and skill.

•Managing the training department process, including the financial system and human resources.

•Developing budgets, evaluating return on investments, hiring stafl and mentoring junior-level trainers

•Training senior management to understand the service requirements to enable them to understand the process from the front lines.

•Handling premier customers and di cult cases that have been escalated to Managing Director level or directly to Headquarters.

EDUCATION

Government Mandated Danish Language school

(2017-2019)Maribo CELF

Sprogskole (2017-2019) Completed A1 & A2 Graduated with Dansk Prøve 3 Module 5

Stamford College (2004 – 2006)

Cambridge A-Levels: Law, Business and Economics

(Homeschooled intermittently through years 1992 – 2004)

Highschool Certification from

S.M.K. Taman SEA Malaysia (2002 – 2004)

SPM - 1 Distinction & 5 Credits

National Service Military Certification in Malaysia

Corporate Flight Attendant Training (2007-2013)(Trained by KAC Corp. Flight Services Department)

•SEP Training

(B777-200,A340/330/320/319/ 319)

•In flight cabin services training on all aircrafts

•CRM training programmes every other year

•Aviation First Aid course

The Royal Selangor Golf Club (o cially went on payroll on 3rd March 2015- 15 December 2015)(Malaysia)

Head of Department- Guest &Member’s Services at (conducted ad hock training consultancy for international projects simultaneously)

Leading 4 diflerent departments (housekeeping, F&B, PR Marketing and Membership) through daily operations and Golf Course services for society’s elite.

•Managing 4 departments (Housekeeping, Comms & PR, Events and F&B)

•Reporting directly to the General Manager.

•Overseeing day-to-day operations of the Club facilities & services provided to the country’s most elite members of society.

•Monitoring extensive VIP service standards

•Overseeing day-to-day operations of all outlets (service and sales)

•Creating and implementing SOPs for all departments.

•Budgeting (Capex and Opex budgets for the following year’s projection)

•Handling outsourced F&B operators and caterers (menu, sta ng, costing, kitchen equipment, legal contracting)

•Counseling and disciplining of stafl (Union & Non Union members)

•Overseeing sales of events bookings and entertainment planning.

•Managing joint teams (outsourced and in-house joint projects)

•Handling 6600 Club Members of Society’s Elite.

•Developing, training and facilitating in house (on site) learning and development training modules. Primarily focusing on customer services, di cult customer handling, approach methods & team management.

Volkswagen Group Malaysia (o cially went on payroll on 12th May 2014- 14th January 2015)

Customer Service Manager(conducted ad hock training consultancy for international projects simultaneously)

Training the after sales customer services teams to be more engaging and eflective in handling customers. Handling

di cult customers and mediating through possible consumer legal action pursuits.

•To research, observe, restructure & rectify process flow of customer services internally and externally.

•Created an on-site team of “media handlers” to monitor and manage media flow of information, services and complaints.

•To define all processes and SOPs in relation to SOC operations as a whole.

•Supervise operations team to ensure excellence in customer service and front line support.

•Oversee and carry out performance reviews and KPI performance analysis

•Manage and supervise day to day operational issues and problems that arises providing supportive assistance to front line team members if required

•Monitor random calls to improve quality, minimize errors and track operation performance.

•Provide training to all stafl to increase customer service excellence and measure improvement.

•Assist in investigating all complaints, mechanical or service, liaising with Principle to achieve amicable outcome.

•To closely follow up on everyday communication escalated that requires a solution for smooth operations.

•Manage other operational matters that require communication with other departments. (warranty, spare parts, body & paint)

Lovisa Malaysia Ltd. (Malaysia, Singapore & Australia) (o cially went on payroll on 10th June 2013- 3rd September 2013)

Retail Branch Manager(conducted ad hock training consultancy for international projects simultaneously)

Management of multiple store set up, visual merchandising & recruitment and training of store stafl while achieving KPIs and KRAs of the region.

•To oversee the opening and structuring of new outlets through the Klang valley.

•To provide support to the sales team to achieve sales KPIs.

•To provide training and development plans to ensure competitive advantage in the market

•To develop eflective sales strategies and tactical plans to achieve sales targets.

•To work with marketing team on eflective sales advertising, promotional campaigns and publicity

•To ensure sales team provide customer satisfaction at all times

•To oversee 3 major branches within the PJ region

•To oversee ordering and selection of merchandising according to the demand of individual outlets.

•To maintain a standardized eflect (brand marketing) in all stores at all times.

•To research market and give feedback to headquarters on current fashion accessory preference

•To use analysis to train and reintroduce vintage or items making a comeback into the industry.

Qatar Airways (16th Sept 2013- 21st Dec 2013)

Premium Class Flight Attendant

•Completion of training for Cabin Services

•Safety Emergency Procedures for aircrafts Airbus A320,A319,A321, A330

•First Aid Aviation Certification

•Aviation Security, Dangerous Goods & Crew Resource Management

Kuwait Airways 19th June 2006 – 28th May 2013 (Kuwait National Airlines)

Premium Class Flight Attendant and In-Flight service and security trainer

First Class / VIP performance and training . Servicing and managing clients onboard Airbus and Boeing aircrafts for short & long haul flights.

•Trained teams in In-flight services and management

•Trained teams in aviation security on A320 and B777

•Ensured passenger satisfaction and safety according to company standards on Boeing 777, Airbus 340 and Airbus 300.

•High proficiency in performing pre-boarding security checks of aircraft, passengers and carry-on baggage

•Comprehensive knowledge of flight and emergency procedures

•Provided excellent professional world class service to Diplomats, Royalty and Decorated Military Personal

•First-aid and medical skills (Special Handling pax)

•In-depth knowledge of conducting pre-flight safety checks of cabin area

•Providing outstanding customer service and customer satisfaction.

•Assure all safety measures, regulations and policies are applied in the cabin.

•Continually improve the service and update passenger profile

•Solve problems creatively and follow through with customer feedback

•To maintain a high standard of personal presentation at all times

Lifetime Sdn Bhd (2004-2005)(Singapore & Malaysia)

Branch Manager

Branch management and assisting hospital patients with equipment “know-how”

•Training and assisting patients according to prescribed medical methods from a doctor.

•Training senior citizens and educating them on the latest and best fit equipment to use to better their standards of living.

•Coaching patients on how to use physiology equipment and mobile aids.

•Sales and marketing of health equipment located in University Hospital and managing KPI budget and sales target achievements.

Gene’s Agency(2004)

Model, Advertising Events Executive. & Training and Development Executive.(Australian Company)

•Modeling (Contract bonded)

•Assisted in conducting audio editing for advertisements on the internet, radio and television.

•Responsible for the Public Relations of the company, talent casting.

•Assisted in the administration of quality and character building for stafl and crew.

•Training the human resource department producing and executing training modules on learning and development

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