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Simon Betts

Simon Betts

Customer Service Professional
Singapore

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About Simon Betts :

As a visionary leader, I am dedicated to guiding teams and individuals toward realizing their full potential. 

My leadership style is authentic, dynamic and flexible, seamlessly adapting to various team dynamics and organizational cultures. I thrive on cross-departmental collaboration, understanding that the key to success lies in unified efforts and diverse perspectives. 

My philosophy centers on nurturing talent and fostering a growth mindset. By encouraging innovation and creativity, I empower my team members to exceed their own expectations and collectively elevate our performance. This approach extends beyond internal team management to my interactions with clients. I employ a holistic analysis of customer businesses, identifying unique opportunities and addressing specific concerns, which allows me to add significant value to our clients' ventures. 

In the rapidly evolving digital landscape, my interest in AI and tools like ChatGPT is more than a passion—it's a strategic advantage. I leverage these technologies to streamline processes, and enhance communication, ensuring that we stay ahead in a competitive market. This tech-forward approach also allows me to bring a fresh perspective to problem-solving and strategy development, further enhancing our ability to meet and surpass client expectations. 

Ultimately, my goal is not just to achieve targets but to create a ripple effect of growth and success for my team, our clients, and the broader industry. By combining my leadership skills, customer-focused strategies, and enthusiasm for AI and innovative technologies, I drive transformative results, fostering lasting relationships and propelling businesses toward a future where they don't just adapt but thrive.

Experience

Customer Experience Team Manager - APAC 

Easyship (Mar 2022 - Feb 2024)

From marketplaces like eBay to e-commerce platforms like Shopify and Woocommerce, Easyship allows merchants to provide dynamic rates at checkout with a few clicks of a button. sync orders, transfer tracking numbers, update fulfillment statuses, and run their operations on a single platform.

Always putting the customers and the customer journey first. Working closely alongside the Head of Customer Service and my counterparts in Bengaluru as the Team Manager for the APAC Customer Service Team.

• Good grasp of e-commerce, B2B and B2C processes
• Handling a range of queries from those new to e-commerce to seasoned entrepreneurs using Shopify & WooCommerce
• Reporting to the Head of Customer Service 
• Team Manager for six agents: two in Singapore, one in Australia and three in India
• Conduct regular 1-to-1s to run through performance metrics and highlight areas of improvement 
• Cultivate a culture of empowerment, transparency, inclusion and open discussion
• Create new roles and promote high potentials, including Trainer, Courier Support Specialist and Senior Customer Experience Executive
• Implemented KPI Scorecards for simplicity when measuring performance, updated in real-time before 1-to-1 meetings. This has been adopted globally
• Created a new escalation process and case transfer process to enable additional local support, adopted globally
• Handle escalations and sensitive queries when customers are at risk of churning
• Act as an agent during busy periods handling cases via email and chat, or when we have absences within the team
• Employ strategic thinking in all decision-making, always considering what is best for the company
• Work closely with all departments, including sales and the CSM (Customer Success Manager) team, seeing Customer Experience as an extension of their capabilities
• Conduct training including email etiquette to encourage improved and professional communications
• Developed strong relations with courier partners in Singapore, including J&T Express, Janio, Aramex, QXpress and Singpost by conducting face-to-face discussions
• Travel to Australia and Bengaluru to cultivate good relations internally
• Handle Premium Insurance escalations

Manager - Customer Care - APAC

Clarivate (formerly Thomson Reuters - Singapore - 2017 - 2022)

Clarivate (formerly Thomson Reuters Healthcare & Science) is a global leader in trusted and transformative intelligence, bringing together enriched data, insights, analytics and workflow solutions, grounded in deep domain expertise across the spectrum of knowledge, research and innovation.

  • Manage a team of six agents, two in Singapore, three in Korea and one in Chennai
  • Recruit new talent, conduct training and mentor new agents, develop, coach and manage the team
  • Handle customer queries, run reports and monitor agent scorecards and KPIs
  • Handle customer feedback and complaints
  • Drive process improvements
  • Provide weekly updates to the Director of Customer Care
  • Encourage a culture of Customer Service as an extension of the sales team

Team Lead - Customer Service – APAC

  • Team Lead for three agents; two in Singapore and one in Taiwan
  • Handled cases as an agent and supervised the team, monitoring KPIs
  • Developed and modernized an onboarding tool in Excel utilizing visual basic functionality
  • Supported all the various BUs across the business
  • Acted as a point of escalation for queries

Senior Customer Service Agent - APAC

  • Handled customer cases and providing mentoring for new hires
  • Developed an internal notification process for product outages, as none existed
  • Supported all the various BUs across the business
  • Point of contact for challenging cases and customer follow-up

Education

BA Hons in Commercial Music

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