Stephen Thongbam

• Initiated successful launch of three Leihao subsidiaries (Micro-finance, Fast Food, and Jewellery) through strategic partnership.
  Led capital raising, presenting compelling business proposal.
  Program-managed budgets and operations for Leihao ventures, ensuring efficiency.
  Managed SME outreach team for recruitment and financing.
  Led customer engagement and quality control for Fast Food, ensuring excellence.

Served as a key customer care advisor in UK Motor Insurance, consistently delivering exceptional service and contributing to team success. Recognized for highest customer service scores and top performance in preventing policy cancellations. Provided exceptional customer service, prioritizing high satisfaction as a key performance indicator

• Implemented upselling strategies to boost demand for additional products and services
• Expertly managed customer policies, addressing queries and making necessary amendments for optimal satisfaction and mutual benefit
• Handled challenging interactions with professionalism.
• Proficient in CRM, engaged in ongoing L&D.
• Ranked among top 2 performers for retaining policies, demonstrating high productivity with minimal errors.

Experienced Dell technical support professional, boosted team satisfaction from 70% to 85%. Skilled in team management, communication, and client satisfaction.

o Led daily operations, ensuring prompt resolution of technical issues by providing expert technical guidance in complex problem-solving scenarios.
o Collaborated with various LOBs (Lines of Business) to enhance overall team performance.
o Possess extensive experience in Active Directory support and administration.
o Conducted compliance checks through sample case audits, ensuring timely closures and follow-ups.
o Effectively handled high-visibility and complex escalations.
o Conducted technical reviews and regular team discussions to address concerns and provide updates.