Zhan Zhun Choo

Apple South Asia Pte Ltd

Team Manager Apprentice

Aug 2016 — Present

1) Team Manager Apprentice (TMA)
• Possess multiple leading experiences of teams with 10 to 15 advisors since 2018
• Lead teams from different languages and regions
- English (Singapore), Mandarin (Singapore and Nanjing, China), Cantonese (Singapore)
• Conduct regular coaching sessions with advisors as part of performance management and people management
• Monitor and evaluate advisors’ performance regularly
• Mentor newly recruited advisors on daily basis to ensure they adhere to strict company guidelines and policy
• Execute customized coaching plans to advisors and consistently hitting targeted business goals in Customer Satisfaction of 90%

2) Projects Experience
• Involve in recruitment including managing the hiring process and interviewing the shortlisted candidates
• Host round tables regularly with target audiences from different regions (Singapore, Nanjing, Taiwan) to discuss on emerging and hot issues

3) AppleCare Advisor
• Provide technical and non-technical support via phone and email in Mandarin and Cantonese
• Resolve billing and account related issues for customers from China, Hong Kong, Macau, Singapore, Malaysia
• Handle emotional customers with extreme manners while adhering to company’s policy

Universiti Utara Malaysia

Bachelor in Business Administration

Sep 2012 — Nov 2015

Singapore University of Social Sciences

Graduate Certificate in Compliance

Jul 2020 — Present