Teneille Tang Wing
Trincity
Summary
Experienced professional with background in Quality Assurance, Finance, and Customer Service, proven success in enhancing customer satisfaction, team performance, and front office operations. Adept at managing guest relations, coaching teams, and implementing process improvements to ensure exceptional service delivery. Recognized for strong leadership, problem-solving skills, and the ability to thrive in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Quality Assurance
Amplia Communications Limited
11.2023 - Current
- Monitored and evaluated customer interactions for quality and compliance, ensuring adherence to service standards.
- Provided coaching and mentorship to enhance team performance and ensure exceptional customer service.
- Identified and implemented process improvements that improved efficiency and customer satisfaction.
- Generated and analyzed reports on quality metrics, leveraging insights to drive performance improvements.
- Developed and delivered training programs, fostering staff development, and strengthening service delivery.
Credit and Accounts Payable Assistant
Amplia Communications Limited
11.2019 - 10.2023
- Managed customer accounts and assessed creditworthiness to maintain positive client relationships.
- Resolved escalated customer disputes and discrepancies, ensuring swift resolution, and improved satisfaction.
- Managed front desk responsibilities, handling high volumes of customer complaints, while ensuring efficient resolution.
- Utilized accounting payment systems to process and manage financial transactions accurately.
- Supported the finance team by verifying and processing invoices to ensure accuracy and compliance.
- Collaborated cross-functionally to improve financial processes and maintain strong customer relations.
Customer Service Professional
Amplia Communications Limited
10.2018 - 10.2019
- Managed high volumes of customer interactions, delivering personalized and efficient support to over 50 customers daily.
- Handled complex inquiries, de-escalated concerns, and ensured customer satisfaction.
- Maintained exceptional service standards by proactively resolving issues and exceeding performance targets.
- Actively participated in training programs to stay informed about service innovations and best practices.
Assistant Manager
GPS Rescue Limited
04.2014 - 03.2018
- Supervised day-to-day operations, ensuring adherence to company standards and policies.
- Managed scheduling and resource allocation, optimizing team performance, and operational efficiency.
- Handled customer inquiries, complaints, and service requests, maintaining high levels of satisfaction.
- Trained and mentored new employees, fostering a customer-first mindset and strong teamwork.
- Conducted inventory checks, managed company stock, and requisitioned supplies to support smooth business operations.
Education
Diploma - Accounting And Management
Oxford Graduate College
02-2023
Diploma - Public Relations
Cipriani College of Labour And Co-Operative Studies
05-2018
BBA - Tourism And Hospitality Management
Australian Institute of Business
06-2013
Skills
- Quality Assurance
- Team collaboration
- Data analysis
- Training and Development
- Customer Relationship Management
- Conflict resolution
Certifications and Volunteer Experience
- Train the Trainer - CTS College of Business and Computer Science
- Information and Security Awareness – Amplia Communications Limited
- Volunteer – Adult Literacy Tutors Association (ALTA)
References
References available upon request.
Timeline
Quality Assurance
Amplia Communications Limited
11.2023 - Current
Credit and Accounts Payable Assistant
Amplia Communications Limited
11.2019 - 10.2023
Customer Service Professional
Amplia Communications Limited
10.2018 - 10.2019
Assistant Manager
GPS Rescue Limited
04.2014 - 03.2018
Diploma - Accounting And Management
Oxford Graduate College
Diploma - Public Relations
Cipriani College of Labour And Co-Operative Studies
BBA - Tourism And Hospitality Management
Australian Institute of Business
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