Melissa Ho

Customer Support Circle Leader: Dec 2022 - Current.

• Provided direct support to the team by acting as a point of escalation and following managerial guidance when required. Offering coaching, conducting 1:1 sessions, and leading performance reviews to enhance team members' skills and productivity.
• Actively managed and influenced team performance metrics, including GOS (Grade of Service), First Contact Resolution, AHT (Average Handle Time), and Adherence, contributing to improved overall operational efficiency.
• Actively engaged with clients in meetings to address their specific requirements and ensure a high level of client satisfaction.
• Ensure the achievement of team and individual Key Performance Indicators (KPIs) to drive overall success, meet organizational goals, company policies and procedures.

Subject Matter Expert: Oct 2021 - Dec 2022.

• Providing updates to the team regularly regarding compliance, policies and structure.
• Participated in team meetings and training sessions to stay informed about product, company updates and changes.
• Actively assisted the team in all group chats and providing the correct outcome for their customers queries.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Customer Support Consultant: May 2021 - Apr 2022.

• Handling inbound calls, outbound calls, cases and emails from customers, providing exceptional customer service and resolving inquiries effectively.
• Collaborate with stores to facilitate the smooth delivery of orders to customers, ensuring timely and accurate fulfillment.
• Follow up with stores via email after customer calls, when necessary, to ensure proper communication and coordination.
• Achieve set targets for quality assurance, ensuring high standards of customer service are consistently met.

• Played a key role in weekly meetings with management, providing valuable insights for strategic stock allocation and addressing excess stock challenges.
• Implemented effective loss prevention strategies to improve overall stock management processes.
• Identified opportunities for continuous improvement in stock-related operations and reported progress and recommendations to the area manager.
• Utilized sales reports for daily and weekly stock analysis, enabling data-driven decisions for optimal stock replenishment at each store to drive sales.
• Considered store stock capacity and target audience when managing inventory levels and conducted stocktakes to maintain accurate inventory.

• Strong communication skills in addressing customer inquiries and providing prompt resolutions to complaints.
• Used POS system to process sales, returns and assisting customers with self-service options, enhancing their shopping experience.
• Demonstrated efficiency in managing store opening and closing procedures with attention to detail.
• Handled cash and card transactions, ensuring accuracy and adherence to company policies.