Tian Hu
Summary
With a decade of diverse customer service experience across various industries, I have honed my skills in e-commerce. I take pride in a track record of cultivating new business ventures and leading teams to consistently surpass targets. I bring to the table a blend of leadership, dedication, integrity, and determination to drive success, alongside the ability to think and perform effectively under pressure.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
EZBUY SINGAPORE
12.2019 - Current
- Overseeing customer service teams
- Managed manpower recruitment, planning, budgeting, and controlled costs, ensuring optimal staffing deployment
- Designed and implemented departmental KPIs and customer satisfaction goals in alignment with industry standards
- Cultivated a motivated and engaged team, coordinating bonus, reward, and incentive programs to enhance staff retention and performance
- Successfully established and managed a work-from-home Customer Service team and system in Malaysia in 2020
- Led the quality assurance team, overseeing the auditing of customer service agents, providing soft skills training, and handling complex cases including Small Amount Claims, Credit Card Fraud & Charge-backs, CASE, and Police-related matters
- Collate & analyze customer feedbacks, inquiry types to reduce ticket per order (TPO) and improve customer satisfaction rate
- Demonstrated a deep understanding of both user and internal stakeholder processes, facilitating the development and enhancement of CRM & OMS software systems setup
- Formulated and implemented FAQ, Standard Operating Procedures (SOPs), and policies, ensuring streamlined operations
- Conducted in-depth investigations and analyses of fraud cases and chargebacks, leading to effective prevention and risk management strategies.
Call Center Supervisor
EZBUY SINGAPORE
12.2015 - 11.2019
- Lead hotline team to hit daily KPI
- Assign tasks to the agents and assess their performance
- Define hotline standard operating procedures (SOP)
- Handle customer complains
- Training and coaching staffs for improve communication skills
Customer service executive
EZBUY SINGAPORE
12.2013 - 11.2015
- Handling incoming calls from customers including presales, ongoing sales, and aftersales issues
Supervisor
TONG LUK GROUP
04.2011 - 01.2013
- Roster planning
- Running & managing an outlet
- Assist Manager In various management
- Training new trainees & employees
Education
Diploma - Tourism Management
University of Trade & Economy of Hebei
China07.2009
Certificate in General English – -
British Council
Singapore10.2011
WSQ Certificates in Service Industry -
WDA
12.2012
Skills
- Data Analysis for Effective Decision Making
- Planning and organizing
- Stress tolerance
- Team Management
- Critical Thinking & Problem Solving
- Communication skills
- Training and Mentoring
Additional Information
references
Name: Lu Dayong
Position: OPERATION Director
Company: ezbuy Singapore
Mobile: +65 90271296
Email: ludayong@ezbuy.com
Timeline
Customer Service Manager
EZBUY SINGAPORE
12.2019 - Current
Call Center Supervisor
EZBUY SINGAPORE
12.2015 - 11.2019
Customer service executive
EZBUY SINGAPORE
12.2013 - 11.2015
Supervisor
TONG LUK GROUP
04.2011 - 01.2013
Diploma - Tourism Management
University of Trade & Economy of Hebei
Certificate in General English – -
British Council
WSQ Certificates in Service Industry -
WDA
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