At Auxis, I reviewed service quality for franchises across Australia, Hong Kong, Thailand, and Africa, completing 40–50 reviews a month. I logged reports in the internal CRM within a 24-hour SLA.
I coached franchise managers on root causes and corrective actions, then followed up to closure. I also coordinated customer requests and escalations with internal teams.
At Wall Street English, I handled customer enquiries, complaints, and escalations across phone, email, chat, and in-person conversations. I managed 250 clients and followed up with dormant clients, achieving a 10% reactivation rate.
At UTAC, I supported up to five international customers by sharing project updates and coordinating product issues with internal teams. I contributed to an improved project handover that gained 20% in delivery efficiency and 95% CSAT.
