I am Lai and I am an expert customer service representative with about 16 years of professional history inclusive of significant experience in customer/client support and administrative functions across various industries, such as banks, telecommunications, online payment processing, and the electricity/energy sector.
Throughout my career, I have gained extensive experience in providing support through various channels such as inbound/outbound calls, tickets, live chat, and emails.
In my most recent position as a Resolutions Specialist and Subject Matter Expert, I handled investigations, resolved complaints, performed administrative duties, managed a team, coordinated with other departments and reported directly to the client.
My skills:
Work independently and with minimal supervision.
Expert in Customer service.
Excellent communications skills with IELTS certificate band 7.5 (C1 advanced).
Investigation and resolution - Root cause analysis, inquisitive and analytical.
Calendar managementEmail inbox management - Triaging emails and tickets
Tickets/task allocation and monitoring of completion
Draft new business processes.
Organization
Team management - Queue monitoring and tasks monitoring for the team
Reporting directly to client
Knowledgeable with CRMs and several tools/apps - Slack, HubSpot, MS Office, GSuite, Zoom, Canva and ChatGPT
Well-accustomed to working with deadlines
Carrying out ad hoc duties
I have performed supervisory duties, recruitment and secretarial tasks as directed by management i.e. coaching, drafting answers for google reviews etc.
You can expect integrity, honesty and straightforward communication fro----------- as an employee. I'm very dedicated and focused to always fulfill my commitments with excellence.
