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@diyem
Member since October 17, 2016
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diyem

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As An Expert After Sales Manager, I specialise in delivering the best Customer Service Experience to clients and customers. Understanding how after sales support is vital to a business to grow. Empathy, Putting myself in the customer shoe and Treating them how I want to be treated is key to this role. I am a problem solver, fast learner and has a very high attention to detail. A dependable team player who can also work independently and can quickly learn new expertise and eager to learn from others. I can bring value to your business for my skills various tools such as: Intercom, ZenDesk, Trello, Slack, Google Sheets, Microsoft Office, Shopify, Confluence and JIRA.
$10 USD/hr
2 reviews
1.9
  • 100%Jobs Completed
  • 100%On Budget
  • 100%On Time
  • 17%Repeat Hire Rate

Portfolio

Recent Reviews

Experience

Customer Support Manager / Expert After Sales Manager

Jul 2017 - May 2018 (10 months)

• Efficiently manages emails and escalations from the customers in various platforms ( Gmail, Intercom, FaceBook) • Consistently communicates with the teams such as : Production, Logistics and Other counterparts in Hong Kong via Slack, WeChat and Skype • Efficiently manages a group of Virtual Assistants and Actively trains them regularly. • Successfully created a system/workflow on processes and procedures on queries, issues, claims and disputes

Virtual Assistant - Team Leader

Nov 2016 - Jan 2018 (1 year)

- Effectively handles customer service team by ensuring that all email communications are responded to in 24 hours or less ( Email, ZenDesk, FaceBook Messenger, Tidio chat, Intercom) - Established an effective processes by creating a workflow on common processes on Customer Service, Claims and Disputes. - Consistently processed orders from Shopify. - Efficiently manages FaceBook and other social media accounts. - Actively conducts training for newbies and refreshers for current team members

Certified Investment Solicitor

Mar 2015

• Consistently attends branch meetings and trainings for continuous improvement. • Passed the ICRCP exam and now a Certified Investment Solicitor. • Regularly updates clients on the status of their investments • Actively participates in events hosted by Sun Life

Customer Engagement Manager

Jun 2010 - Jan 2015 (4 years)

• Effectively managed high-focused and complex account based in Australia by closely working with the procurement team that resulted to lower disputes and increased customer satisfaction • Received positive recognition from the company during my first few months as rookie of the year award. • Consistently received customer and internal stakeholder recognition that managed the highly demanding deadlines yet continually provide good customer service.

Education

Bachelor of Business Administration - Advertising

2000 - 2004 (4 years)

Certifications

  • US English Level 1
    98%

Verifications

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My Top Skills

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