At Aircom Building Society, I managed the end-to-end customer journey across 10+ residential communities, improving service performance from 55% to 80%. I handled customer enquiries and service issues across phone, email, and messaging, helping increase service uptime from 70% to 95%.
I also led a 3-year customer/resident satisfaction survey programme across 10+ communities, using feedback to identify service issues and increase resident satisfaction from 65% to 90%. I maintained CRM records and coordinated with Sales, Operations, and internal teams to address customer needs.
