Experience

  • Head of Customer Support

    at Exness Limited

    October 2018 - at Present

    Kuala Lumpur

    ▪ Manages and leads the in-house regional customer support teams supporting 13 different languages responsible for all client interactions through different channels (voice, chat, social media platforms & email) ▪ Directly manage, coach & mentor of Customer Support Managers, WF Manager, Knowledge Manager to ensure alignment of strategic business objectives ▪ Works directly with the COO to define support strategies support global organisational strategies while taking into consideration inter-departmental dependencies ▪ Introduce Balance Scorecard (BSC) to the organisation for alignment of performance measurements across all departments ▪ Responsible for creation and standardisation of regional call centre processes and policies to support call centre operations. ▪ Champion customer survey and competitor research across all areas of the business for understanding competitor unique features (same + diff industry), market trends, customer concerns, feed- back, opinion

Education

  • BS Industrial Engineering

    at De La Salle University

    1993 - 1998 (5 years) National Capital Region

Languages

  • English Native

Hives