Customer Operations Lead at VSC PTE Ltd. (2023-06 – 2026-07)
Managed end-to-end customer service and logistics operations, ensuring efficient order processing, fulfillment, and a seamless customer experience.
- Processed customer orders, coordinated inventory, tracked shipments, and worked closely with warehouses and logistics partners using WMS and Odoo.
- Provided multi-channel customer support through Zendesk, Odoo, email, live chat, LINE Official, WhatsApp, phone, and social media.
- Handled customer inquiries, account management, business plan inquiries, product support, order modifications, shipping concerns, delivery issues, refunds, replacements, warranty claims, technical troubleshooting, and RMA requests.
- Monitored order fulfillment, shipment tracking, and inventory availability while resolving order, shipping, and logistics issues, providing proactive updates to customers and internal teams to ensure timely delivery and SLA compliance.
- Supported VIP customers and business partners by managing their accounts, resolving escalated issues, delivering timely solutions, and maintaining strong long-term relationships.
- Collaborated with Product and Engineering teams to test mobile applications and wearable devices, reporting bugs and validating fixes before release.
- Created and maintained Knowledge Base articles, FAQs, and standard operating procedures (SOPs) to improve customer support and operational efficiency.
- Coordinated with headquarters, regional offices, warehouses, and cross-functional teams to ensure smooth operations and continuous process improvements.
- Delivered onboarding, product, and customer service training to local and international teams.
Customer Service & Logistics Manager at Vyvo Corporation Asia (2016-09 – 2023-06)
- Supervised Customer Service and Logistics teams, monitoring KPIs, QA, coaching, and operational performance.
- Provided multi-channel support to customers, distributors, and business partners.
- Managed VIP support and resolved complex product, subscription, logistics, payment, and warranty escalations.
- Performed QA testing of mobile applications and wearable devices while recommending product improvements.
- Conducted onboarding, operational, and product training for local and international offices.
- Maintained Knowledge Base articles and customer support documentation.
- Coordinated communications between headquarters and regional offices and led operational projects.
- Managed order fulfillment, inventory, shipment coordination, warehouse communication, and RMA processing.
Team Leader – Customer Service at SPI Global CRM (2013-10 – 2016-07)
Supervised customer service and logistics staff by monitoring productivity, quality assurance (QA), attendance, adherence to SLAs, and overall team performance while providing coaching and operational support.
- Supervised Customer Service and Logistics teams, monitoring KPIs, QA, coaching, and operational performance.
- Provided multi-channel support to customers, distributors, and business partners.
- Managed VIP support and resolved complex product, subscription, logistics, payment, and warranty escalations.
- Performed QA testing of mobile applications and wearable devices while recommending product improvements.
- Conducted onboarding, operational, and product training for local and international offices.
- Maintained Knowledge Base articles and customer support documentation.
- Coordinated communications between headquarters and regional offices and led operational projects.
- Managed order fulfillment, inventory, shipment coordination, warehouse communication, and RMA processing.
- Led Customer Service Representatives to achieve KPI, SLA, QA, and CSAT targets.
- Conducted coaching, performance reviews, and agent development.
- Managed escalations, monitored workforce metrics, and supported recruitment and onboarding.
- Collaborated with Operations Managers and QA teams to improve customer experience.
