Lanny Lo
Singapore
Summary
As a seasoned Head of Customer Support, I offer a wealth of experience in leading and optimizing customer service operations to drive satisfaction and loyalty. With a strategic approach and a focus on continuous improvement, I excel in developing and implementing initiatives to enhance service quality, project handling, streamline processes, and exceed performance metrics. My leadership style is characterized by strong communication, mentorship, and empowerment, enabling teams to deliver exceptional support while fostering a culture of collaboration and accountability. Skilled in problem-solving and conflict resolution, I thrive in dynamic environments and am committed to driving customer-centric solutions that align with organizational goals. As a passionate advocate for customer excellence, I am dedicated to driving business success through superior service delivery and building lasting relationships with customer
Overview
15
15
years of professional experience
1
1
Certification
Work History
Head of Customer Support
Hugosave SG
05.2021 - Current
- Proficient in Zendesk management, overseeing ticketing systems to ensure efficient handling of customer inquiries and timely resolution of issues.
- Expertise in crisis management, effectively navigating high-pressure situations to mitigate risks and maintain customer satisfaction.
- Conducted comprehensive assessments of existing practices and provided recommendations for improvement, leveraging industry best practices to enhance customer support operations.
- Managed daily workload distribution among team members, optimizing resource allocation to meet service level agreements and deliver exceptional support.
- Implemented processes and procedures tailored to support the diverse needs of customer service, enhancing efficiency and customer satisfaction throughout the entire customer journey.
- Took a proactive approach in leading the resolution of both escalated and non-escalated issues, fostering a collaborative and solution-oriented team environment.
- Spearheaded training, coaching, and recruitment initiatives to develop and empower team members, ensuring a high level of competency and performance.
- Successfully managed projects related to chargeback management and transaction monitoring from a customer support perspective, ensuring compliance with relevant regulations and policies.
- Led the delivery and implementation of company communication procedures, guidelines, and policies, fostering clear and consistent communication across the organization.
- Ensured strict adherence to applicable laws, regulations, policies, and procedures when handling customer inquiries, maintaining the highest standards of compliance and ethics.
- Leveraged experience in user acceptance testing (UA testing) and design to optimize customer support systems and processes.
- Utilized analytic tools to analyze and review customer performance, gaining valuable insights to drive improvements in service delivery.
- Collaborated closely with operations and technical teams to address and resolve supported-related issues in financial services and products management.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Drove process enhancements within the organization by leveraging data analytics insights from customer interactions and feedback trends analysis.
- Fostered strong relationships with key stakeholders within the company, including product development, sales, and marketing teams, to enhance collaboration on initiatives that impact customer experience.
- Increased customer retention rates through proactive engagement, consistent follow-ups, and attentive issue resolution.
Senior Customer Support
Placewise Asia Pacific
01.2019 - 05.2021
Manager Client
Xtrade Groups
07.2018 - 12.2018
Settlements and Operations Officer
CYS Global Remit Pte Ltd
12.2017 - 06.2018
Corporate/Institutional Dealer, and Execution
Maybank Kim Eng Pte Ltd
08.2009 - 11.2017
Education
Degree in Software Systems Engineering -
Royal Melbourne Institute of Technology
12.2003
Skills
- Management
- Problem Solving
- Customer Relationship
- Management (CRM) Management
- Training and Coaching
- Customer Implementation Support
- Knowledge Base
- Complex Issues Management
- Resource Planning
- Customer Account Management
- Microsoft Office
- User Experience
- Customer Feedback
- Customer Retention
- Document and Records Management
- Livechat Messaging
- Administrative and Office Support
- Crisis Handling
- Customer Data Confidentiality
- Customer Interaction
- Understanding Customer Needs
- Process Improvements
- Relationship Building
Certification
- Certified ScrumMaster (CSM)
- The Zendesk Agent Workspace
- Data Analytics
- CMFAS Module 1A
- CMFAS Module M5
- CMFAS Module M6
- CMFAS Module M6A
- CMFAS Module M8
- CMFAS Module M9
- CMFAS Module HI
- CMFAS Module GI
Timeline
Head of Customer Support
Hugosave SG
05.2021 - Current
Senior Customer Support
Placewise Asia Pacific
01.2019 - 05.2021
Manager Client
Xtrade Groups
07.2018 - 12.2018
Settlements and Operations Officer
CYS Global Remit Pte Ltd
12.2017 - 06.2018
Corporate/Institutional Dealer, and Execution
Maybank Kim Eng Pte Ltd
08.2009 - 11.2017
Degree in Software Systems Engineering -
Royal Melbourne Institute of Technology
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