Experience

  • Senior Customer Success Executive

    at SalesCandy

    May 2019 - at Present

    Kuala Lumpur

    Service Level Commitment Charter or Service Level Renewal of corporate client accounts Customer and end user satisfaction Customer’s adoption of new features Outstanding tickets, issues and complaints from clients Provide first level of troubleshooting and support to end users, over phone, email, Instant Messaging and trouble ticket. Submit discovered bug to the developer once confirmed that it is not a feature. Work with the end user to replicate the bug and to document the steps required to replicate the bug during the bug submission. Daily follow-up on open trouble tickets To verify that the bug is fixed before closing the trouble ticket To assist with system testing Onboarding of new corporate clients, including completing onboarding checklist with the client, setting up and configuring the account from the backend. Provide on-site training to the client. Training over teleconference will be conducted for clients in and out of Klang Valley.

  • Customer Success Executive & Account Manager

    at Storehub

    March 2017 - May 2019

    Selangor

    - Responsible for comprehensive training of software features and usage training to customers - Building and maintaining relationships with customers to maximise product satisfaction - Increase renewal rates and reduce churn - Influence future lifetime value through higher product adoption and overall health scores - Ongoing technical account management to assigned accounts - Gather information from customers to understand their needs and detailed requirements - Onboarding - Build the relationship and ability to cross-sell and upsell. - Answering phones and providing support on a wide range of topics

  • Client Service Manager

    at Communication Gateway

    January 2015 - March 2017

    Bangkok

    - Supervise day to day operations within the Customer Support team - Build and manage a high performing customer support team - Builds long-term client relationships and develops programs to promote client’s products & services - Ensure that the team maintains and achieves their given customer satisfaction score (CSAT) - Gather information from customers to understand their needs and detailed requirements - Maintain close relationships with the entire customer service team and provide instruction and help as needed. - Managing large amount of incoming calls, emails, live chat. - Handle customer complaints, provide appropriate solutions and alternative within the time limit; follow up to ensure resolution. - Keep records of customer interactions. Process customer accounts and file documents - Take an extra mile to engage customers 𝗞𝗣𝗜𝘀 - NPS - % of churn rate - CSAT

  • Receptionist

    at La Quinta Inn & Suit

    February 2013 - July 2013

    Florida

    - Welcoming guests and greeting them, in person or on the phone; answering or referring inquiries - Answering, forwarding and screening phone calls - Taking and passing messages to guests - Preparing bills and making payment

  • Client Service Representative

    at Antares Serviced Office

    January 2011 - January 2013

    Bangkok

    Antares Serviced Offices is a boutique serviced offices company in central Bangkok. We cater to local and international businesses wanting a premium working location and all-inclusive services. - Supporting all daily routine tasks, also supporting Customer Services. - Greet and deal with visitors or customers at the front desk. - Handle telephone answering. - Taking care of visitors and customers, and providing the necessary information when requested - Support sales in term of paper work, filing, data input, material preparation.

Education

  • Bachelor Degree

    at Ramkhamhaeng University

    2009 - 2014 (5 years) Bangkok

Languages

  • English Native

Hives