Marketing

Graduate Profile: Jo-Ann Lee-Lim

Bachelor of Commerce

Studying at Deakin University was a great experience, and I have fond memories that will remain with me forever. Living on-campus was so much fun too, not to mention the convenience of attending lectures and tutorials. One of the highlights of my time at Deakin was the practical Business Internship module, which provided me with invaluable work experience. The course layout at Deakin University equipped me with the necessary skills and knowledge to provide a strong foundation in my career as a service representative in the highly competitive manufacturing industry.

Upon completion of my Bachelor of Commerce at Deakin University, I returned to Penang, Malaysia and secured a position as a Customer Care Specialist with Dell Computers Asia Pacific. I managed post-sales enquiries and supported the sales and product-marketing departments through customer care activities. In this role I received many letters of thanks from satisfied customers and also Dell’s Star of the Month award (June 2004) for exceptional performance in customer advocacy. Strong communication and interpersonal skills have an important role to play in customer service and my written and verbal communication skills improved greatly during my time at Deakin.

I was later promoted to Case Manager where I played a mentoring role to my fellow team members, supporting the Team Manager and assuming management responsibilities in his absence. I shared cross-functional information during conferences and training sessions to optimise the customer experience, maximise productivity and limit the return of products. In this role I won the Customer Relationship Management & Contact Centre Association of Malaysia’s 2005 Gold Award for Best In-house Contact Centre Professional. I also received Dell’s Customer Care Prize for the highest customer satisfaction results in August 2005.

I am currently a team manager at the Dell Customer Care Call Centre, responsible for two parties: customers and call specialists. I am involved in recruitment, training and supervision of agents in accordance with labour laws and Dell policies. In addition, I am entrusted with handling high profile clients and implement service-recovery strategies on behalf of Dell. I also oversee the daily operations of the call centre whereby I strive to ensure consistently high service quality is delivered to customers. I was selected from an international pool as the winner of Dell’s prestigious Global CE Legends Award in July 2006 for outstanding impact on the customer experience.