Customer Experience Specialist tại Westfield

1/2015 → 7/2015 (5 tháng)

Sydney, Australia

Catering to the guests’ needs by assisting them with all kinds of requests (e.g. reservations, sightseeing tours, or tickets to special events). Being the point of contact between the guests and the establishment. Getting to know the guests in order to suggest the best activities and events, as well as to make it a personalized experience. Providing guests with any information about the centre, the surrounding area, and/or the city. Working alongside the other departments in order to better assist guests. Building a network of vendors.

Call Center Supervisor tại Victoria Healthcare International Clinics

7/2016 → 4/2017 (9 tháng)

Ho Chi Minh City, Vietnam

-Supervise entire daily activities of Call Centre (including inbound & outbound calls) -Supervise the working eectiveness of QA team, and to be in charge of this team’s reports. -Guide employees to receive and handle complaints; or directly handle complaints or serious grievances. -Set up/ establish Customer Service training guidance/ documents for Call Centre team. -Set up /establish/address the process of receiving and handling complaints eectively and eciently, higher service recover rate. - In charge of training/ guiding the entire Call Centre stas to follow the general standard of Department and Company, improve Service Quality and Customer Satisfaction. -Periodically report to evaluate the eectiveness of department. Hence, recommend improvement/development plans for upcoming events. -Collaborate with internal IT Department and Technical Support to supervise Call Centre’s technical activities, ensure the stable system and the ability to x technical issues in acceptable time. -Eectively organize, adjust, schedule work shifts, work schedule for Call Centre, ensure the smooth working ow and all customers are served professional and get satised

Customer Service Manager tại RedDoorz

7/2018 → 3/2019 (7 tháng)

Ho Chi Minh City, Vietnam

- Build and lead Vietnam Customer Service team to work proactively and collaboratively with internal & external parties. + Ensure all reservations, allotments and other data/information can be timely & accurately processed & recorded in the system. + Optimize resources and balance workload in team. - Develop, implement and improve any internal SOPs (standard operating procedures). -Work with OTAs to maintain the operation of online rooms sold - Contribute to the development of internal/ external systems ( Reservations and Allotments, Contact Center Inbound/Outbound/Email/Chat) and applications to maintain and improve functionality, accuracy and eciency. - Handle customer complaints and claims professionally and properly -Issuing refunds or compensation to customer - Manage Customer Service activities and routines - Control Customer Service KPI: assure Service Level Rate - Build relationship and trust with internal and external customers ( Partners, Property Management Division, Business Development Division, Customers) + Maintain the contacts with partners and customers (internal and external) + Deliver actions to respond operational issues - Support the success of promotions by keeping constant communication with customer, commercial, ensuring availability. -Training (junior and senior) Representatives to deliver higher standard of Customer Service.

Dwi Surya - Head of Customer Service

RedDoorz Vietnam

dwi.surya@reddoorz.com