•Develop strategies, programs and process to drive and nurture customer engagement in Autodesk Community, making Community the desirable platform for customers to get support, share knowledge and exchange ideas•Build network for customers to connect with experts and peers, and share valuable resources via multiple social media channels and community platforms•Manage day-to-day operations of Community forums to ensure good user experience: topic follow up, forum audit, moderation and escalation•Collaborate with global program managers and regional stakeholders: Product Support, Software Engineers and Marketing, etc, to explore opportunities and execute campaigns for Community growth

• Responsible for customer engagement across Autodesk social media channels and Community forums via Lithium social listening tool: - Proactively assist customers on Twitter, Facebook and in Community forums. Field and analyze customer inquiries, and escalate issues to Support teams and other subject matter experts as needed - Monitor and identify trends and customer engagement opportunities. Promote Autodesk Twitter support, hence reducing 1:1 support through traditional channels (email, phone and live chat)• Publish content to promote Autodesk product knowledge via Sprinklr social media management.• Act as a liaison with various departments throughout the company. Gather customer feedback and provide to Technical Support, Product Development and other teams accordingly.

• Lead Proactive Support for post-purchase adoption (ANZ market). Reach out to customers after their purchase to ensure their success in the on-boarding / adoption process, and increase their awareness of subscription benefits and support offerings. Develop customer relationships that promote retention and loyalty, and hence drive the subscription renewals. • Lead customer support and engagement across Autodesk social media channels via social listening tools: Salesforce Social Studio and Lithium. Publish content to promote Autodesk product knowledge via Sprinklr Social Media Management tool.• Establish APAC eStore Support Team and provide new hire training. Conduct quality review for agents and provide on-going coaching and mentoring. • Work closely with APAC Hub Sales to provide digital sales support: identify and create sales leads through eStore and online customer inquiries; assist the Sales team with purchasing and order related inquiries.

• Provide superior support in all aspects of purchasing products via eCommerce, and high-value customer service in pre-sales and post-sales.• Lead customer support and engagement across Autodesk social media channels via social listening tools, in particular Salesforce Social Studio.• Serve as the main escalation point for customer escalations, inquiries and customer satisfaction.• Identify trends and opportunities to improve customer experience and operational efficiency• Act as a liaison with various departments throughout the company. Provide customer feedback. Contribute to updating policies and procedures.• Participate in specific projects and initiatives as directed by Manager and represent Customer Loyalty Team.• Back up Customer Loyalty Manager on day-to-day team management.

Assist customers in all aspects of inquiries and provide a variety of pre-sales or post-sales information. Ensure customer requests are handled appropriately and in a timely manner. • Respond to customer inquiries from various platforms including phone, web form, email, Autodesk account and Salesforce cases, etc. • Engage with customers and provide support across Autodesk social media channels via social listening tool - Salesforce Radian 6.• Receive, investigate and respond to customer requests regarding license verifications, registration, installation and activation assistance, general Customer Service and Autodesk policy & processes. • Log all customer inquiries using CRM system - Salesforce. Log customer feedback.• Act as a liaison with various departments throughout the company. Contribute to updating policies and procedures.• Build customer relationships; proactively suggest solutions based on customer’s request, knowledge of customers licensing, or past purchase history.

Smith & Nephew is a global medical technology business dedicated to helping improve peoples lives. The ANZ Headquarter in Sydney serves as the regional distribution centre for Australia & New Zealand market. My role was to provide professional customer service for both Head Office and Branches to ensure all orders are processed from booking to billing as efficiently as possible. • Process and manage all orders in SAP (sales orders, delivery, replenishment, invoicing, credits) • Monitor all urgent bookings and expedite when required to ensure stock arrives in time• Respond to quotations, order confirmations, ETA of material, stock availability and all other customer requests• Provide and facilitate product support for internal and external customers• Troubleshoot customer queries and liaise with suppliers and customers regarding order and delivery issues• Solely responsible for supply chain continuity and customer support for a product portfolio for Australia New Zealand.• Responsible for reporting, database & website administration, procedures & policies for a product portfolio for Australia New Zealand.