In today’s fast-paced business environment, effective client management is crucial for success. From 2021 to 2024, I had the opportunity to work at CTM — the main telecommunication provider in Macau — on the Customer Service Management System (CSMS), a pivotal tool designed to streamline the management of clients’ service plans. This sophisticated system connects to numerous business systems, leveraging thousands of complex business logic rules, ultimately enhancing the efficiency of our customer support operations.
During this project, I collaborated closely with various development teams to tackle software issues and establish standardized workflows for Level 1 (L1) and Level 2 (L2) support. My role involved improving documentation processes and ensuring that support teams had clear, actionable guidelines to follow. This focus on standardization not only improved workflow efficiency but also significantly enhanced our ability to deliver exceptional service to clients.
The experience I gained while working on CSMS at CTM allowed me to refine my problem-solving skills and deepen my understanding of the interconnectivity between various systems. I am proud to contribute to a project that supports our clients effectively and streamlines internal processes.
As I continue to grow in my career, I remain committed to leveraging technology to improve service delivery and client satisfaction. The CSMS experience has reinforced my belief in the power of collaboration and innovation, and I look forward to exploring new challenges in the ever-evolving landscape of customer service management.