My main responsibilities while working at Modmo was to create customer experience projects whilst customers gained knowledge about Modmo's E-Bikes. Additionally, I worked on UI, functionality for customer experience bug & issue reporting: creating a framework of how to check, diagnose and resolve better aesthetic and functionality of physical products and systems for maximizing a happy user experience.
I was responsible for instructional videos, user manual, warranty, and guarantee policies. Creating SOPs for CS canned responses via Zendesk, appropriate case-by-case CS management. Training on internal systems, leading meetings for bettering communication, CRM training & external component trainings with our clients and being the B2B technical servicing manager between Modmo and Business partners for repair, maintenance and general enquiries.
CX & System Design
Technical CS Manager
Mar 2021 — Oct 2021
