Senior Customer Service and Customer Success Specialist

I make 70–90 outbound calls daily to engage patients and schedule Home Medicines Review appointments with consultant pharmacists. I consistently book 60–80 appointments per week, exceeding the target of 50 appointments, while achieving an approximately 10–13% conversion rate.

I validate around 50 patient records and referrals daily, maintain accurate customer information, identify discrepancies for escalation, and work against call-quality, data-accuracy, and QA KPIs. I have received positive customer feedback and performance recognition.

I contacted 60–80 users and customers daily across free users, existing customers considering upgrades, and website or chatbot enquiries. I booked approximately 40 product demos per week against a target of 30 and supported customer onboarding, account questions, and product-related assistance.

I handled 10–20 daily Intercom conversations and troubleshot account setup, login, password, time tracking, mobile and desktop application, GPS, attendance, timesheet, payroll, integration, billing, subscription, and employee setup issues. I managed interactions through Intercom and HubSpot while supporting international English-speaking markets.

I generated business opportunities through 30–50 calls, around 150 email outreaches, and approximately 50 LinkedIn or social engagements per day. I qualified prospects, booked 15–30 product demonstrations weekly, supported partial sales closing, onboarding, and post-sale follow-up.

I supported existing customer enquiries and issue resolution in collaboration with Customer Support teams using Zendesk and Intercom. I also led a four-person business development team for eight months, coaching team members, monitoring KPIs, and helping the team meet performance targets.

I supported university, college, and business clients transitioning to remote learning and work during the COVID-19 pandemic. I consulted on operational requirements, recommended digital solutions, and supported clients through implementation via phone, email, video meetings, and ticketing systems.

I managed a six-person team, monitored KPIs, and helped clients establish more effective remote-working workflows. I also helped secure a University of Toronto remote student monitoring and online examination proctoring project worth approximately CAD 18,000 per month in subscription value.

I built the marketing function from the ground up, establishing team structure, processes, campaign planning, performance tracking, and marketing operations. I managed a 12-person marketing team responsible for online and offline activities.

I onboarded approximately 40 merchants for an in-house food-delivery platform and supported growth to roughly 4,000 downloaded users. I developed customer-acquisition, brand-awareness, partnership, and business-development initiatives using social media, Google Ads, SEO, WhatsApp, and the company website.

I handled more than 50 daily customer interactions across phone, email, and ticketing systems for Zara customers in Australia and New Zealand. I managed enquiries involving orders, delivery, returns, refunds, exchanges, payments, and complaints.

I worked against response-time, average-handling-time, first-contact-resolution, customer-satisfaction, QA, case-volume, and attendance KPIs. I also coordinated a time-sensitive damaged Christmas-gift case directly with DHL management and secured a replacement shipment for the customer.

I progressed from Bellman to Concierge Assistant and then Assistant Concierge Manager within approximately three years. I supervised 11–15 employees and coordinated doormen, bellmen, and valet drivers while supporting a concierge operation serving 100–200 guests daily.

I managed restaurant reservations, transportation, airport transfers, tours, events, VIP arrangements, special requests, complaints, and service recovery. I received Employee of the Month recognition in 2014 and successfully resolved complex guest issues through cross-departmental coordination.

I supervised 11–20 employees supporting credit services, stock financing, and investment activities involving portfolios under £1 million. I handled customer complaints, account issues, financing enquiries, restructuring, payment arrangements, negotiated terms, and customer retention activities.

I improved stock-financing risk monitoring by introducing a standardized weekly LTV exception report, escalation matrix, and documentation checklist. I worked with credit analysts and relationship managers to strengthen proactive monitoring, improve documentation consistency, and reduce late margin-call escalations.

I managed approximately 50 UK customer credit-service cases per day, including around 20 loan-restructuring cases daily. I communicated through phone, email, and written correspondence while helping customers identify appropriate solutions within credit policies and procedures.

I was selected to train approximately 30 new employees per month. I delivered training on credit policies, financial products, banking systems, customer service, UK customer communication, compliance, KYC, data protection, risk awareness, QA, and call handling, and was subsequently promoted to Assistant Manager.

Bachelor of Multimedia degree focused on Animation and Visual Arts at Multimedia University in Cyberjaya, Selangor.