Chantelle Backquist

Managed remote customer support, retention and experience for a SaaS company, handling 70–100 inbound calls daily and improving CRM/CSR practices to increase resolution rates and customer satisfaction.

Owned DTC P/L and led operations, ecommerce and customer success for SaaS brands, driving business development, partnerships and implementation of DTC strategies across markets.

Created and managed the international Customer Service department, implemented SOPs and led remote teams during COVID-19 to improve KPIs and cross-functional collaboration with leadership and fulfillment.

Led Customer Service and Learning & Development departments, designing training programs, improving escalation handling and upskilling staff to meet company service goals across Malaysia and Singapore.

Managed four departments including F&B, housekeeping and events, implemented SOPs, managed budgets and oversaw services for 6,600 club members to improve operational efficiency and event sales.

Trained after-sales teams, defined SOPs for service operations, managed complaints and coordinated with principals to resolve warranty and parts issues, improving customer outcomes.

Completed cabin services and safety emergency training and delivered premium in-flight service on Airbus aircraft, maintaining safety and high service standards.

Managed branch operations across Malaysia and Singapore, increased customer satisfaction through service improvements, controlled costs and executed sales promotions to boost revenue.

Delivered VIP in-flight service and security training, ensured compliance with safety procedures across Boeing and Airbus fleets and trained crews in service and aviation security standards.

Managed branch operations serving hospital clients, trained patients on medical equipment use, and achieved sales and KPI targets through staff coaching and product education.

Delivered international learning & development modules and remote training on customer service, SOPs and lean compliance, customizing programs for multicultural teams and client needs.

Completed Danish language courses A1 and A2 and graduated with Dansk Prøve 3 Module 5.

Completed corporate flight attendant training including SEP training on multiple aircraft types and recurrent CRM and first aid courses.

Completed Cambridge A-Levels studying Law, Business and Economics.

Grade: 1 Distinction & 5 Credits

Completed high school certification with 1 Distinction and 5 Credits.