Chantelle Mui Backquist
Operations And Management Consultant
Work Preference
Summary
REMOTE Ops and Management ; Specializing in Customer Services
Successful Operations and Management specialist with 22 years of experience addressing all aspects of management and operations of customer services from frontline level to C-level. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
2025
2025
years of professional experience
12
12
years of post-secondary education
5
5
Languages
Work History
REMOTE Customer Service For Danish & Irish region
Donoci CZ
1 2022 - Current
- Kept up to date with current CRM and CSR practices in the remote field - Customer Support, Customer Retention, Customer Experience for Saas Company
- Manage large amounts of incoming phone calls
- Generate sales leads
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Improve customer service experience, create engaged customers and facilitate organic growth
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry's developments and apply best practices to areas of improvement
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Adhere to and manage the approved budget
- Maintain an orderly workflow according to priorities
Consultant Chief Operation Officer (REMOTE)
Hollinic LLC.
01.2021 - Current
- Operations management, ecommerce management, account and customer success management, and business development for SaaS Company
- Oversee big picture DTC strategy planning as a whole
- Ownership of DTC P/L overall according to brand - market incorporation
- Oversee specific DTC strategy per brand
- Business development, partnerships and collaborations
- Integrating technologies, website features and tools
- Partner with brand managers to formulate a supporting DTC workflow, including: asset production, graphic design, site development, technical updates and marketing
- Identify and support any work-flow weaknesses and advice on proper staffing and procedures
- Facilitate efficient communication and operations among all service providers and team members, including: brand managers, marketing team, collaborating partners, art department, web development and fulfillment administration
- Oversee a portfolio of nearly 200 client accounts and acted as the primary liaison between the VIP consumer accounts and the corporation
- Actively pursue new business through networking, researching leads, and visiting trade shows
- Strengthen and maintain current business through constant communication, dependable product delivery, and trustworthy relations
- Spearhead ideas for marketing and advertisement of new products and assist in the development of engaging sales pitches
- Maintaining and directing the daily operations of the business, including coordinating with human resources, legal, sales, marketing, manufacturing, accounting, IT and other departments
- Meeting with and reporting to the CEO about the company's daily operation, as well as about the CEO's plans for any upcoming adjustments or developments to business operations strategy, or other company goals and objectives
- Representing the CEO and standing in for the CEO if the senior executive is out of the office or otherwise engaged
- Help support other senior executives and employees, including to advise on promotions
- Develops and implements policies for daily operations, and communicates these policy changes to department supervisors
- Ensures alignment with current company policies and goals across the board
Head of Customer Service Department
MATE Bike International
01.2019 - 01.2022
- Company Overview: (Copenhagen Headquarters)
- Creation & management of the Customer Service department, managing, restructuring and implementing SOPs to better manage communications handling with the international customer base who are experiencing everything from logistical to mechanical issues with their MATE bikes
- Remote management (DURING THE CORONA VIRUS LOCKDOWN IN DENMARK) of BOTH the Lithuanian CS team and the new hire of the home based Copenhagen CS team
- Leading and managing the customer service department
- Assessing and managing the customer service team to continually improve processes and outcomes
- (During COVID lockdown , Over SLACK, TEAMS, GOOGLEMEETS & SKYPE, and thereafter in person at HQ)
- Measuring and reporting of KPIs
- Agree on priorities and standards with the leadership management team & Managing Director and then manage the CS team to deliver them
- Manage all customer service processes, acknowledging that the CS industry is becoming more proactive and engaging customers earlier in the buying cycle
- (Copenhagen Headquarters)
Learning and Development Trainer, Customer Service Manager & Department Trainer
Mah Sing Group
01.2016 - 01.2017
- Company Overview: (Malaysia & Singapore)
- Managing the Customer Service department while leading the Learning & Development Department into more effective and engaging problem solving methods
- Assessing both knowledge and skill of the employees, thorough observation, interview and survey
- Planning and designing appropriate training regimens and materials
- Using the assessments as benchmarks and offering evidence of the effectiveness of training and organizational change
- Creating awareness within the company on how to maximize exposure of their latest launches and set up a Facebook and Instagram account to manage and portray more 'immediate' attention quality
- Training the trainees about curriculum design, public speaking and to be able to coach their individual teams
- Analyzing and targeting the company's learning needs, company's goals and charting plans to execute these goals fully
- Taking employee assessments into consideration while determining the subject, content and the technique of training
- Planning and detailing the training strategy, objectives and timeline in order to create a developed and great curriculum design
- Delivering training which would include everything from newly hired training to that of professional development session
- Communicating the topics effectively by properly understanding the needs of the audience and also targeting the sessions to meet their education level and skill
- Managing the training department process, including the financial system and human resources
- Developing budgets, evaluating return on investments, hiring staff and mentoring junior-level trainers
- Training senior management to understand the service requirements to enable them to understand the process from the front lines
- Handling premier customers and difficult cases that have been escalated to Managing Director level or directly to Headquarters
- (Malaysia & Singapore)
International Senior Learning & Development Trainer
International Senior Learning & Development Trainer
01.2005 - 01.2016
- Company Overview: (Contract basis)
- Training multicultural international teams to understand company strategy and achieve goals
- Customizing each and every module according to client's requirement
- Specializing in customer services, industrial management and operational efficiency
- AGILE trainer
- Trainer the Trainer
- REMOTE module training (Customer Success & Customer Handling) using SkypeClassroom & BlueJeans
- Well versed with the interfaces Zendesk & VCCLive
- Training company SOPs and LEAN manufacturing compliance
- Liaise with department managers to determine training needs and schedule training sessions
- Project Management, budget, staffing and analysis
- Individual assessing of participants (both during training sessions and on site working environment)
- Design effective training programs from blue collar level to white collar level
- Coaching and establishing foundation of proactive attitude for leadership programs
- Conduct seminars, workshops, individual training sessions & coaching
- Prepare educational material such as module summaries, videos & communicative notes
- Interact, support and mentor new employees
- Keep attendance and other records
- Manage training budgets
- Conduct evaluations to identify areas of improvement
- Monitor employee performance and response to training
- International module designing and training customized towards client's requirements
- (Contract basis)
Head of Department- Guest & Member's Services
The Royal Selangor Golf Club
03.2015 - 12.2015
- Leading 4 different departments (housekeeping, F&B, PR Marketing and Membership) through daily operations and Golf Course services for society's elite
- Managing 4 departments (Housekeeping, Comms & PR, Events and F&B)
- Reporting directly to the General Manager
- Overseeing day-to-day operations of the Club facilities & services provided to the country's most elite members of society
- Monitoring extensive VIP service standards
- Overseeing day-to-day operations of all outlets (service and sales)
- Creating and implementing SOPs for all departments
- Budgeting (Capex and Opex budgets for the following year's projection)
- Handling outsourced F&B operators and caterers (menu, staffing, costing, kitchen equipment, legal contracting)
- Counseling and disciplining of staff (Union & Non Union members)
- Overseeing sales of events bookings and entertainment planning
- Managing joint teams (outsourced and in-house joint projects)
- Handling 6600 Club Members of Society's Elite
- Developing, training and facilitating in house (on site) learning and development training modules
- Primarily focusing on customer services, difficult customer handling, approach methods & team management
Customer Service Manager
Volkswagen Group Malaysia
05.2014 - 01.2015
- Training the after sales customer services teams to be more engaging and effective in handling customers
- Handling difficult customers and mediating through possible consumer legal action pursuits
- To research, observe, restructure & rectify process flow of customer services internally and externally
- Created an on-site team of 'media handlers' to monitor and manage media flow of information, services and complaints
- To define all processes and SOPs in relation to SOC operations as a whole
- Supervise operations team to ensure excellence in customer service and front line support
- Oversee and carry out performance reviews and KPI performance analysis
- Manage and supervise day to day operational issues and problems that arises providing supportive assistance to front line team members if required
- Monitor random calls to improve quality, minimize errors and track operation performance
- Provide training to all staff to increase customer service excellence and measure improvement
- Assist in investigating all complaints, mechanical or service, liaising with Principle to achieve amicable outcome
- To closely follow up on everyday communication escalated that requires a solution for smooth operations
- Manage other operational matters that require communication with other departments
- (warranty, spare parts, body & paint)
Premium Class Flight Attendant
Qatar Airways
09.2013 - 12.2013
- Completion of training for Cabin Services
- Safety Emergency Procedures for aircrafts Airbus A320, A319, A321, A330
- First Aid Aviation Certification
- Aviation Security, Dangerous Goods & Crew Resource Management
Retail Branch Manager
Lovisa Malaysia Ltd.
06.2013 - 09.2013
- Company Overview: (Malaysia, Singapore & Australia)
- Management of multiple store set up, visual merchandising & recruitment and training of store staff while achieving KPIs and KRAs of the region
- To oversee the opening and structuring of new outlets through the Klang valley
- To provide support to the sales team to achieve sales KPIs
- To provide training and development plans to ensure competitive advantage in the market
- To develop effective sales strategies and tactical plans to achieve sales targets
- To work with marketing team on effective sales advertising, promotional campaigns and publicity
- To ensure sales team provide customer satisfaction at all times
- To oversee 3 major branches within the PJ region
- To oversee ordering and selection of merchandising according to the demand of individual outlets
- To maintain a standardized effect (brand marketing) in all stores at all times
- To research market and give feedback to headquarters on current fashion accessory preference
- To use analysis to train and reintroduce vintage or items making a comeback into the industry
- (Malaysia, Singapore & Australia)
Premium Class Flight Attendant and In-Flight service and security trainer
Kuwait Airways
06.2006 - 05.2013
- Company Overview: (Kuwait National Airlines)
- First Class / VIP performance and training
- Servicing and managing clients onboard Airbus and Boeing aircrafts for short & long haul flights
- Trained teams in In-flight services and management
- Trained teams in aviation security on A320 and B777
- Ensured passenger satisfaction and safety according to company standards on Boeing 777, Airbus 340 and Airbus 300
- High proficiency in performing pre-boarding security checks of aircraft, passengers and carry-on baggage
- Comprehensive knowledge of flight and emergency procedures
- Provided excellent professional world class service to Diplomats, Royalty and Decorated Military Personal
- First-aid and medical skills (Special Handling pax)
- In-depth knowledge of conducting pre-flight safety checks of cabin area
- Providing outstanding customer service and customer satisfaction
- Assure all safety measures, regulations and policies are applied in the cabin
- Continually improve the service and update passenger profile
- Solve problems creatively and follow through with customer feedback
- To maintain a high standard of personal presentation at all times
- (Kuwait National Airlines)
Model, Advertising Events Executive & Training and Development Executive
Gene's Agency
01.2004
- Company Overview: (Australian Company)
- Modeling (Contract bonded)
- Assisted in conducting audio editing for advertisements on the internet, radio and television
- Responsible for the Public Relations of the company, talent casting
- Assisted in the administration of quality and character building for staff and crew
- Training the human resource department producing and executing training modules on learning and development
- (Australian Company)
Branch Manager
Lifetime Sdn Bhd
01.2004 - 01.2005
- Company Overview: (Singapore & Malaysia)
- Branch management and assisting hospital patients with equipment 'know-how'
- Training and assisting patients according to prescribed medical methods from a doctor
- Training senior citizens and educating them on the latest and best fit equipment to use to better their standards of living
- Coaching patients on how to use physiology equipment and mobile aids
- Sales and marketing of health equipment located in University Hospital and managing KPI budget and sales target achievements
- (Singapore & Malaysia)
Education
Danish Language school -
CELF Sprogskole
01.2017 - 01.2019
Cambridge A-Levels - Law, Business and Economics
Stamford College
01.2004 - 01.2006
Highschool Certification - undefined
S.M.K. Taman SEA
01.2002 - 01.2004
Corporate Flight Attendant Training - undefined
KAC Corp. Flight Services Department
01.2007 - 01.2013
Skills
Information services
Customer services (B2B and B2C)
Onsite and remote services
Value-added informational services
Customer performance metrics
Financial Forecasting
Performance management systems
Customer management procedures knowledge
Operational budget forecasting
Policies and procedures
Staff Management
Strategic planning
Coaching and mentoring
Business planning
Operations management
Project Management
Contract Management
Client account management
Food preparation and safety
Employee scheduling
Performance improvement
Staff training/development
Product development
Supply chain distribution
Risk analysis and management
Cost reduction strategies
Supply Chain Management
Management information systems
SAP expertise
CRM proficient (Zendesk, Freshdesk, Daktela, Dixa)
Live chat support
Escalation management
CRM software proficiency
Brand representation
Budgeting and finance
Email management
Call center experience
Payment management
Troubleshooting
Team training and development
Shipping coordination
Escalation control
Team Leadership
Problem-solving abilities
Ngoactivity
- Assunta Children's Society, Malaysia, 2006 - 2012 , Tutoring orphans or children from less fortunate families with homework from school, cooking for them, mending their clothes when necessary, packing them a lunch pack for school
- PAWS, Malaysia, Singapore, Vietnam,2012 - ongoing , Cleaning pens, fixing cages, bathing the animals, helping the veterinarian, picking up food sacks from the manufacturer, playing with the animals. Ad hoc clinical care, administering vaccines and post- op follow up care.
- Women's Shelters in Denmark, USA, UK, Vienna, Malaysia, Kuwait, Singapore, 01/01/09, 12/31/12, Counseling abused women, young girls and rape victims, helping them open up or report the crime, co-advising those who were working with journalists to help spread awareness about safety and personal space.
- Elderly Care, cooking for the elderly in my area (wherever I am at the time). Assisting them in admin paper/digital work. Driving them to hospital appointments.
Languages
English
Bilingual or Proficient (C2)
Danish
Intermediate (B1)
Malay
Bilingual or Proficient (C2)
Chinese (Mandarin)
Intermediate (B1)
Chinese (Cantonese)
Intermediate (B1)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Pet Care
Equestrian
Golf
Literature
Gastronomy
Software
Google Suite
Zendesk
Microsoft Office
Trello
Asana
Timeline
Consultant Chief Operation Officer (REMOTE)
Hollinic LLC.
01.2021 - Current
Head of Customer Service Department
MATE Bike International
01.2019 - 01.2022
Danish Language school -
CELF Sprogskole
01.2017 - 01.2019
Learning and Development Trainer, Customer Service Manager & Department Trainer
Mah Sing Group
01.2016 - 01.2017
Head of Department- Guest & Member's Services
The Royal Selangor Golf Club
03.2015 - 12.2015
Customer Service Manager
Volkswagen Group Malaysia
05.2014 - 01.2015
Premium Class Flight Attendant
Qatar Airways
09.2013 - 12.2013
Retail Branch Manager
Lovisa Malaysia Ltd.
06.2013 - 09.2013
Corporate Flight Attendant Training - undefined
KAC Corp. Flight Services Department
01.2007 - 01.2013
Premium Class Flight Attendant and In-Flight service and security trainer
Kuwait Airways
06.2006 - 05.2013
International Senior Learning & Development Trainer
International Senior Learning & Development Trainer
01.2005 - 01.2016
Model, Advertising Events Executive & Training and Development Executive
Gene's Agency
01.2004
Branch Manager
Lifetime Sdn Bhd
01.2004 - 01.2005
Cambridge A-Levels - Law, Business and Economics
Stamford College
01.2004 - 01.2006
Highschool Certification - undefined
S.M.K. Taman SEA
01.2002 - 01.2004
REMOTE Customer Service For Danish & Irish region
Donoci CZ
1 2022 - Current