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CJ Teh

@cjteh

Customer Support Manager at Core Practice, leading L1–L3 support for dental software and coordinating API partner onboarding.

Japan

Message

At Core Practice, I manage remote L1–L3 support operations for cloud-based dental practice management software serving Australia and New Zealand. I coach a Philippines-based team, monitor KPIs and customer satisfaction, and develop support procedures and quality practices.

I also coordinate complex customer issues with product and development teams, support incident communications, and deliver customer onboarding and training. Earlier, I provided premium concierge services at John Paul Group and multilingual community support at Disney Online Studios.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Manager

Current

Core Practice

Jul 2019 - Present (7 years 3 months)

Lead a remote team across L1-L3 support for a cloud-based dental practice management software, overseeing escalations, coaching, and quality assurance. Developed support procedures, onboarding materials, and coordinated incident communications and API partner onboarding.

Zendesk Aircall Hubstaff Azure HICAPS MediaBridge Team Leadership Quality Assurance Customer Onboarding Escalation Management Knowledge Management API Partner Onboarding

B2B Overseas Sales

CardealPage Japan

Jan 2019 - Jun 2019 (5 months)

Managed enquiries and follow-ups for an online used-vehicle export business, qualifying leads, recommending vehicles, negotiating pricing, and maintaining client relationships via phone, email, and web chat.

Sales Lead Qualification Negotiation Customer Relationship Management Communication Skills

Senior Corporate Concierge

John Paul Group

Jun 2012 - Nov 2018 (6 years 5 months)

Delivered personalised concierge services to premium cardholders, arranging travel, accommodation, dining, and events. Trained new concierges, handled escalations, and ensured PCI compliance when processing payments.

Concierge Services Travel Arrangements Event Planning Customer Service Training PCI Compliance

Customer Support and Online Moderator

Disney Online Studios

Oct 2009 - May 2012 (2 years 7 months)

Provided multilingual support for the Club Penguin community via email and phone, moderated online interactions, performed QA testing, and resolved account and payment enquiries.

Multilingual Support Online Moderation QA Testing Customer Service Payment Processing

Technical Support

Acer Australia

Jun 2009 - Sep 2009 (3 months)

Provided first-line hardware and product support to consumers and retail clients, diagnosing faults, assessing warranty coverage, and coordinating with repair centres.

Technical Support hardware troubleshooting Warranty Assessment Customer Service

Technical Support

Datacom Group

Jan 2009 - Jun 2009 (5 months)

Supported Telstra BigPond customers with ADSL, cable, and Wi-Fi issues, resolving enquiries within service expectations and escalating complex faults to Level 2 support.

Technical Support DSL Cable WiFi Troubleshooting Escalation Management