Tee Jay B.

Led the resolution of service incidents, effectively minimizing downtime and ensuring optimal reliability by strategically dispatching Field Engineers according to SLAs. Managed the onboarding process for prospective Service Partners across America, EMEA, and Asia. Directly reported to the Technical Service Manager/CEO and Field Services Team Leader, overseeing project-related plans for key clients such as DHL, UBS, Standard Chartered Bank, SMIC, Air Liquide, Nokia, and Nexperia.

Managed end-to-end customer service operations with a focus on handling inquiries, processing orders, and effective problem resolution. Oversaw returns/refunds processes and implemented strategies for upselling and cross-selling initiatives. Led and motivated a team, ensuring high standards in customer service delivery. Expertly handled customer escalations, ensuring swift and satisfactory resolutions.

Initiated outbound calls to California-based contractors, engaging in personalized and friendly conversations while providing detailed information about company products. Scheduled appointments with insurance partners via Google Calendar and actively participated in weekly team meetings. Monitored staff performances and delivered weekly, monthly, and yearly trackers for calls made and closed deals, ensuring transparent reporting on team’s performance metrics.