Kelson Nguyen

- Resolving and investigating into cases for Rural and Commercial valuations.

- Inspecting and finding a solution to cases of customers who have been overcharged a GST, management and any other unrelated fees.

- Engaging with Quality Analysts and the Leadership Team to develop more efficient processes to ensure work quality and efficiency is maintained/increased.

- Achieving targets consistently measured by quality/accuracy of cases set by Senior Management and the Quality Analyst Team.

- Supervise and motivate a team of sales associates to achieve sales targets and deliver exceptional customer service.

- Oversee inventory management, including restocking and merchandising to optimise sales opportunities.

- Manage and update social media accounts, creating engaging content to engage with our target audience.

- Providing assistance to small business customers via phone, addressing inquiries related to account discrepancies, fraudulent activities and technical glitches.

- Managing a high volume of incoming calls (35-45 calls daily) addressing enquiries related to online banking, transaction history and troubleshooting etc.

- Collaborating with consultants/chapter experts to resolve complex issues with the aim in reducing escalated cases and minimising customer complaints.

- Specializes in the online sales of collectable and hobby items.

- Managing customer enquiries, order processing and post-sales support to ensure high levels of customer satisfaction and repeat business.

- Attained $20,000 in gross sales (500+ transactions) within 12 months while maintaining a 100% positive feedback score.