Position: Project Manager / Product Manager
Category: Product Manager
Experience: 5 years | English: fluent

When a Customer Support Manager, I initiated the integration of Facebook messenger to Zendesk to ease the communication with the key customers. 

When a Customer Care Team Lead, based on the team's performance and KPIs, I've been titled as Team Leader of the year.

When a Customer Success Manager, I managed to reboot the relationship with one of the biggest partner and tripled the KPI within the first month by applying the right approach to plan marketing events.
Customer Service Representative
Raise.Band · Jun 2018 - Apr 2019 · 11 mos
- Coordinating timely responses to online customer communication and researched complex issues;
- Maintaining accurate and current customer account data with manual forms processing and digital information updates;
- Conferring with customers about concerns with products or services to resolve problems and drive sales;
- Evaluating customer information to explore issues, develop potential solutions and maintain high-quality service;
- Assisting call-in customers with questions and orders;
- Building long-term, loyal customer relations by providing top-notch service and detailed order, account and service information;
- Maintaining superior quality by reducing downtime to maximize customer support and meet revenue goals.

Customer Care Team Lead
Raise.Band · May 2019 - Jul 2020 · 1 yr 3 mos
- Providing guidance, instruction, direction and leadership to a group of individuals (up to 5 people) for the purpose of achieving a key result;
- Monitoring the quantitative and qualitative achievements of the team;
- Tracking the team's performance by checking chats/calls/mails;
- Motivating the team to use their knowledge and skills to achieve the aligned goals;
- Utilising team lead's expertise, peers, influence, and/or creativeness to formulate an effective team.

Customer Success Manager
Leap Gaming · Jul 2020 - Apr 2021 · 10 mos
- Initiating and developing mature relationships with key strategic accounts in Gaming/Gambling industry;
- Onboarding and engaging new customers;
- Ensuring proper utilisation of Leap’s content with customers;
- Building relationships and become company’s ongoing main touch point with selected customers;
- Maintaining a high degree of customer awareness and communicate challenges in a timely manner to sales management and technology teams;
- Conducting customer satisfaction surveys and following up the results with Leap Gaming product teams;
- Providing timely and accurate reports to inform management.

Customer Success Manager
Genesis Tech · Apr 2021 - Present · 1 yr 1 mo
- Maintain constant customer service improvement; 
- Collect and leverage data to craft growth strategies for each account;
- Play a key role in the Customer Experience cycle;
- Manage new customer onboardings from start to finish;
- Execute on tailored impleme
My strong initiative and exceptional organisational skills, combined with my ability to work well under pressure, allow me to play a crucial role in the fast-growing IT environment. With all of my experience listed above, I am in search of bringing my career to the next level. I am certain that the knowledge and skills learnt from my personal experience, university and workplaces backgrounds would make me a valuable candidate for the position in fast-paced IT area. I would be happy to discuss personally how my skills and strengths can best serve your company.