Bryan Lim

• Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
• Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
• Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
• Coached new team members on service techniques and provided scoring through quality assurance program.
• Managed high-performing customer service team, consistently exceeding company performance benchmarks.
• Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
• Reviewed customer survey results periodically to identify patterns of dissatisfaction and address them proactively within the team.

Key Achievements:

-Led the team to top-tier customer satisfaction:
Hit over 98% CSAT in January and February, then kept it above 99% from March through July. We're currently sitting at a 99.12% year-to-date score—a result of strong teamwork and consistent focus on quality.

-Turned performance challenges into success stories:
Worked closely with underperforming teammates to boost their confidence and skills. Several turned things around and became reliable contributors to the team.

-Kept the team on track and accountable:
Surpassed target team adherence YTD, ensuring schedules were followed and service levels stayed high.

- Maintained high team quality scores:
Consistently exceeds target quality scores YTD, reflecting strong coaching, attention to detail, and a commitment to doing things right the first time

Planned memorable team-building experiences outside work
Initiated and led unique engagement activities to strengthen team bonds and morale:
- Hosted a karaoke night to help teammates connect and unwind
- Welcomed the team to a home-cooked feast for deeper camaraderie
- Coordinated a charity drive and fun day at an orphanage, combining giving back with joyful interaction
- Planned a trip to a remote island near Batangas, where the team swam with turtles and fish—creating unforgettable shared memories

• Managed high-volume customer inquiries across multiple channels, including email, chat, and phone, ensuring prompt and efficient resolutions.
• Delivered exceptional customer experiences by providing tailored solutions to complex issues, maintaining high satisfaction ratings.
• Acted as a point of escalation for challenging cases, demonstrating expertise in de-escalation and conflict resolution.
• Mentored new team members, promoting knowledge sharing and fostering a collaborative environment.
• Identified process improvements and contributed to enhancing operational efficiency.
• Consistently exceeded performance metrics, including response time, resolution rate, and customer satisfaction scores.

Key Achievement:

-Consistently maintained high customer satisfaction with an MTD CSAT score of 100% on 6 occasions and 98% on 2 separate months, demonstrating exceptional service quality. year-to-date (YTD).

-Received 100% score on the SOP Newsletter quiz three times and a 106.67% score on two occasions year-to-date (YTD).

-Earned a 100% overall score on QA evaluations 3 times, showcasing top-notch performance in conversation quality and customer service standards year-to-date (YTD).

-Average Ticket Counts per Hour (CPH): 38.77 year-to-date, demonstrating my efficiency in managing systems and valuing customers' time.

Exceeded expectations with Year-to-Date average scores:

-CSAT: 98.78% (target: 93%)

-Ticket counts per hour: 38.77 (target: 8.0)

-Quality: 95.62% (target: 85%)

• Provided exceptional customer support across various channels, including email, phone, and live chat, addressing inquiries and resolving issues promptly.
• Delivered a high level of service to ensure customer satisfaction, resulting in a significant increase in customer loyalty and retention.
• Collaborated with other departments to ensure accurate and timely order fulfillment, from product availability to delivery.
• Maintained comprehensive product knowledge to assist customers in making informed purchasing decisions.
• Assisted in processing returns, exchanges, and refunds, following company policies to ensure consistency and fairness.
• Managed customer complaints with empathy, de-escalating tense situations while maintaining a positive brand image.

Key Achievements:

-Received the #1 Agent Award in the Philippines twice, recognizing outstanding performance and commitment to excellence. This award is for achieving the highest overall CPH (Contacts Per Hour) and CSAT (Customer Satisfaction) combined.

• Designed and delivered comprehensive training programs for new and existing employees, focusing on product knowledge, customer engagement, and technical expertise.
• Developed training materials, including manuals, guides, and interactive presentations, to ensure effective learning and retention.
• Conducted hands-on workshops and remote sessions to equip teams with skills to meet organizational goals and improve product utilization.
• Assessed training outcomes through feedback, evaluations, and performance metrics, implementing improvements for future sessions.
• Collaborated with cross-functional teams to stay updated on product developments and integrated changes into training programs.
• Mentored employees, fostering continuous learning and development to enhance productivity and service quality.

Key Achievements:

-Received the 'Extra Mile Award,'

-Increased new hire performance through the restructuring of training curriculum and policies, resulting in more effective onboarding.

• Managed customer accounts to ensure timely payment of bills, proactively identifying and addressing outstanding balances.
• Worked with customers to create tailored payment plans, balancing company policies with individual financial circumstances.
• Handled inbound and outbound calls to resolve billing discrepancies, disputes, and late payment issues, maintaining a professional and empathetic approach.
• Collaborated with other departments, including billing and customer support, to address and resolve account issues quickly and efficiently.
• Educated customers on available payment options, debt collection procedures, and the impact of non-payment on their accounts.
• Consistently met or exceeded key performance metrics, including collections, payment arrangements, and customer satisfaction.
• Assisted in preparing reports on account status, identifying trends, and recommending improvements to processes and policies.

Key Achievements:

-Received Top Performing Agent Award 6x

-Average score:

-AHT (Average Handling Time): 176 vs. target of 350

-Average call quality: 90% vs target of 75%

• Served as the primary point of contact for clients, managing high volumes of inbound calls, emails, and walk-ins with professionalism and efficiency.
• Coordinated rental bookings, schedules, and custom furniture requests, ensuring seamless communication between clients and the operations team.
• Maintained accurate records of orders, invoices, and client details, streamlining office organization and improving data accessibility.
• Assisted in resolving client inquiries and complaints, ensuring a positive customer experience and building lasting relationships.
• Supported the sales team by preparing contracts and invoices and providing administrative assistance during peak business seasons.

• Managed technical support and troubleshooting for hardware and software issues, ensuring minimal downtime for the studio’s daily operations.
• Provided customer service, addressing client inquiries and resolving issues related to studio services, enhancing customer satisfaction and retention.
• Designed and developed visually appealing graphic materials, including promotional flyers, banners, and social media content, aligning with brand identity.
• Maintained and updated the studio’s website and ensuring timely and accurate information was shared with clients.
• Collaborated with team members to develop marketing strategies and digital content, contributing to the studio’s growth and engagement.