Summary
Overview
Work History
Education
Skills
References
Timeline
Generic
EM CHENDA

EM CHENDA

Phnom Penh

Summary

Proven leader in enhancing customer satisfaction, demonstrated at Phnom Penh Commercial Bank by implementing efficient call center strategies and fostering strong client relationships. Expert in quality control optimization and social media engagement, excel in driving operational excellence and boosting brand awareness. Achieved significant improvements in service quality and customer engagement through innovative solutions and effective team training.

Overview

10
10
years of professional experience

Work History

Call Center Manager

Phnom Penh Commercial Bank (PPCBank)
10.2022 - Current


  • Collaborate with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
  • Streamline call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
  • Evaluate data to identify trends and determine customer service needs.
  • Improve customer satisfaction ratings by implementing effective call center strategies and employee training programs.
  • Oversee the successful implementation of new technology platforms that enhanced agent efficiency and provided valuable insights into customer behavior.

Customer Satisfaction Unit Manager

Phnom Penh Commercial Bank (PPCBank)
10.2022 - Current
  • Managed Branch Service running in an efficient and Profitable manner
  • Maintained and Strengthened Service Quality of Frontline staffs, Tellers and Loan Officers.
  • Planed and implemented customer engagement, Customer retention and train to improve customer satisfaction level.
  • Monitored Branch's atmosphere and service to meet the standard.
  • Prepared and set criterial for branches Service KPI performance.

Customer Service Manager

Etiqa General Insurance
01.2022 - 10.2022


  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Followed through with client requests to resolve problems.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.

Marketing & Communications Supervisor

Fortune Life Insurance PLC
07.2019 - 01.2022
  • Increased brand awareness by developing and executing strategic marketing campaigns.
  • Developed technical and non technical marketing presentation, public relations campaigns, article and newsletter.
  • Conducted research to analyze customer's behavior, preferences and purchasing habits.

Business Relationship Specialist

Phillip Bank Cambodia
01.2015 - 07.2020
  • Strengthened client relationships by addressing needs and providing personalized solutions.
  • Generated new business opportunities by actively referring clients to relevant products and services.
  • Consistently met or exceeded sales targets through proactive engagement in relationship-building activities.

Education

Bachelor Degree - International Business

Institute of Foreign Language (IFL)
01-2016

Skills

Quality control optimization

Social media engagement

Media relations

References

  • Mr. Chao Sambo

Senior Manager of Payment Department at PPCBank

Contact:

  • Mrs. Onn Naroth

Manager of Centralized Operation Department at PPCBank

Contact: +855 70 836 606



Timeline

Call Center Manager

Phnom Penh Commercial Bank (PPCBank)
10.2022 - Current

Customer Satisfaction Unit Manager

Phnom Penh Commercial Bank (PPCBank)
10.2022 - Current

Customer Service Manager

Etiqa General Insurance
01.2022 - 10.2022

Marketing & Communications Supervisor

Fortune Life Insurance PLC
07.2019 - 01.2022

Business Relationship Specialist

Phillip Bank Cambodia
01.2015 - 07.2020

Bachelor Degree - International Business

Institute of Foreign Language (IFL)

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