Sovann Eng

Experience

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  Singapore International School

  Sept 2007 - Dec 2007

  Sales

  Sale and Marketing

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  International Language School

  Oct 2007 - May 2008

  ESL Teacher

  Education

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  Kong Ran International Center

  May 2008 - Jul 2009

  ESL Teacher

  Education

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  CamGSM Company Limited (MobiTel)

  Jul 2009 - May 2015

  1, Assign tasks and targets to the inbound Call Center Agents.2, Inform to the staffs to ensure correct updates to the customers.3, Analyze the volume of calls, answered as well as abandoned calls on daily basis to ensure defined Service Levels are achieved.4, Monitor and evaluate the performance of the Call Center Agents and provide them with the feedback.5, Resolve escalated customer issues that are not being solved by the inbound Call Center Agents.6, Conduct monthly meeting for the inbound call centre agent, prepare monthly score and present it to the call centre management. 7, Audit call and system workflows.8, Monitor the breaks, log in / log out schedules of staff along with occupancy status.9, Work towards reduction of repeat calls. 10, Ensure correct work related information is circulated through checked task to the team at all times in order to avoid friction, miscommunication and employee dissatisfaction Show less 1. Answer calls and respond to emails. 2. Handle customer inquiries both telepathically and by email.3. Research required information using available resources.4. Manage and resolve customer complaints.5. Provide customers with product and service information.6. Enter new customer information into system.7. Update existing customer information. 8. Process orders, forms and applications.9. Identify and escalate priority issues.10. Route calls to appropriate resource.11. Follow up customer calls where necessary.12. Document all call information according to standard operating procedures.13. Complete call logs.14. Produce call reports. Show less 1. Delegating tasks2. Monitoring the team’s performance3. Assisting the team by performing the tasks with them4. Helping with training and development5. Handling complaints (from both staff and customers)6. Investigate customer's problems and find solutions.7. Communicate with customers via phone, email, or letter.8. Handle major incidents that cannot be resolved by agents.9. Resolve complaints and order issues.10. Ask customers to provide feedback on agents and customer service experience.11. Issue refunds to customers and refund deposit. Show less

  • Callcenter Team Leader

    May 2012 - May 2015

  • Call Center Officer

    Oct 2010 - May 2012

  • Deputy Brand Supervisor

    Mar 2010 - Oct 2010

  • VAS Demo Officer

    Jul 2009 - Mar 2010
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  Vanda Institute of Accounting

  Oct 2012 - Mar 2015

  ESL Lecturer (English for Business)

  Teaching Topic:1, Business Basics2, Business Writing3, Business Concepts

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  IIC University of Technology

  May 2013 - Oct 2014

  1, Academic Writing Responsibilities for class level 5 to level 12.

  • ESL Lecturer

    Mar 2014 - Oct 2014

  • ESL Teacher

    May 2013 - Jul 2014
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  ANZ

  Mar 2015 - Jul 2017

  1, Analyze all business objectives and ensure achievement of all product mix for all relationships with customers.2, Analyze clients requirements and manage all client communication and counseling for customers and prepare required documentation.3, Administer all work and ensure compliance to all guidelines, sales process and standards to ensure effective inspections.4, Assist relationship manager to open new account/account maintenance for clients over the call.5, Deliver efficiency results of customer consultation and build strong on-going business relationship with Business clients over the call.6, Ensures customer satisfaction. Takes personal responsibility for dealing with problems and issues.7, Sales Referrals of any ANZ Royal products Show less 1. Identify skill gaps and develop skill development programs for teams. 2. Coordinate with team to plan and execute various projects. 3. Guide and assist team members in their assigned job responsibilities. 4. Supervise team members to meet quality and productivity standards. 5. Assign daily workload to team members and ensure to meet deadlines. 6. Assist in budget preparation and expense management activities. 7. Evaluate team performance and develop performance improvement plans. 8. Ensure that team follows company policies and procedures. 9. Schedule team meetings to discuss about project issues and status. 10. Recommend process improvements to achieve departmental performance goals.11. Explain products or services and prices, and answer questions from customers.12. Obtain customer information such as name, address, and payment method, and enter orders into computers.13. Adjust sales scripts to better target the needs and interests of specific individuals.14. Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.15. Staffing and scheduling for Inbound. Show less

  • Business Service Officer

    Dec 2015 - Jul 2017

  • Senior Outbound Sale

    Mar 2015 - Dec 2015
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  WING

  Jul 2017 - Sept 2020

  1, Acquire new SME customers 2, Deliver and exceed the agreed financial target3, Responsible for achieving market sales targets, and making forecasts according to market conditions 4, Maintain high retention rate of SME customers - customer relationship5, Responsible for improvement and maintenance of sales service 6, Be eyes of the bank for market sentiment 7, Initiate or contribute to the new product development for the market 1, To onboard universities in Phnom Penh to enable payment system to Wing 2, To collect feedback from market3, To deal with corporate partners4, To push the usage of payments and support retail sale team5, Marketing Activity to launch new international remittance partners6, Marketing support to launch Ipay partners.7, Monitor product performance

  • SME Sales

    Mar 2019 - Sept 2020

  • Retail and partnership product supervisor, Marketing

    Jul 2017 - Mar 2019
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  RHB Banking Group

  Sept 2020 - Jul 2023

  Community Manager, Digital Retail Bank

  • Lead acquisition team to acquire customer• Lead sponsorship program (University Project)• Campaign Management • Go-To marketing plan• Plan for OTG to promote digital product• Partnership Management• Support Merchants Business Strategies to build ecosystem.

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  RHB Bank (Cambodia) PLC

  Jun 2023 - now

  Digital Growth Manager

  • Lead acquisition team to acquire customer• Event and Roadshow Planning for branches• Campaign Management and go-to marketing planning• Drive usage campaign• Partnership Management• Support Merchants Business Strategies to build ecosystem