Chie Ho L.

Customer Service Engineer at Strateq Group Of Companies
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Contact Information
us****@****om
(386) 825-5501
Location
Singapore, SG
Skills

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Credentials

  • Technical Support Fundamentals
    Coursera
    Dec, 2022
    - Nov, 2024
  • Customer Service: Serving Customers Through Chat and Text
    LinkedIn
    Sep, 2020
    - Nov, 2024
  • De-Escalating Intense Situations
    LinkedIn
    Sep, 2020
    - Nov, 2024
  • Building Rapport with Customers
    LinkedIn
    Aug, 2020
    - Nov, 2024
  • Creating Positive Conversations with Challenging Customers
    LinkedIn
    Aug, 2020
    - Nov, 2024
  • Customer Service Foundations
    LinkedIn
    Aug, 2020
    - Nov, 2024
  • Customer Service: Call Control Strategies
    LinkedIn
    Aug, 2020
    - Nov, 2024
  • Customer Service: Handling Abusive Customers
    LinkedIn
    Aug, 2020
    - Nov, 2024
  • Customer Service: Problem Solving and Troubleshooting
    LinkedIn
    Aug, 2020
    - Nov, 2024

Experience

  • Strateq Group Of Companies
    • Malaysia
    • Information Technology & Services
    • 200 - 300 Employee
    • Customer Service Engineer
      • Aug 2022 - Present

      • IPv4 configuring retail peripherals before becoming operational • providing step-by-step technical support to kiosk staffs, both written and verbal • diagnosing hardware & software faults of peripherals • remote support of back-office systems & point-of-sales for Caltex kiosks • on-site support of peripherals for Caltex, Esso, Shell, SPC & Sinopec kiosks island-wide • hardware projects involved: - installation of firewall & router for server of Youth Corps, Somerset - OPTs (outdoor payment terminal) hardware renewal for Shell kiosks island-wide - peripherals installation at Coucou Hotpot, i12 Katong Mall - peripherals installation at SPC Jurong East kiosk Show less

  • FUJIFILM Business Innovation Asia Pacific
    • Singapore
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Technical Support Engineer
      • Feb 2017 - Jul 2022

      • Negotiated with difficult end-users to explain benefits of on-call resolution to reduce number of visits by on-site engineer; individual monthly rate increased from 5% to 30% in last 4 years. • Contributed resolution inputs to customer knowledge base together with few fellow engineers; team monthly rate increased from 5% to 30% in last 4 years. • Initiated communications across all levels with Australia-based technicians, warehouse team, dealers, account managers, & service managers to ensure parts delivery & job completion within quickest turnaround time. • Gained basic network knowledge to rectify small printer connections remotely by selecting correct TCP/IP port, IP address & driver. • Continually achieved pass in monthly quality assessment (>93%) whilst subjecting to stringent company & local government standards; some calls were taken as samples for training purposes. • Developed ability to handle phone conversations, navigate tools, & key inputs altogether in single call; daily intake has almost doubled, from 15 to about 30. • Attained elusive service compliments from end-users in 2017, 2018, 2020 & 2021; acted as senior in 2022 to group of 3 new hires in call handling. Show less

  • AIA Malaysia
    • Malaysia
    • Insurance
    • 700 & Above Employee
    • Customer Service Executive
      • Jan 2015 - Feb 2017

      • Improved sense of ownership; attained skills in teamwork, active listening & time management as communications between policyholders & back-end staffs must be resolved within quickest turnaround time. • Improved sense of ownership; attained skills in teamwork, active listening & time management as communications between policyholders & back-end staffs must be resolved within quickest turnaround time.

  • Prudential Assurance Malaysia Berhad
    • Malaysia
    • Insurance
    • 700 & Above Employee
    • Customer Service Executive
      • Apr 2013 - Sep 2014

      • Developed senses of ownership, empathy with customers & consciousness of call handling quality. • Developed senses of ownership, empathy with customers & consciousness of call handling quality.

  • Johnson Controls
    • Ireland
    • Industrial Machinery Manufacturing
    • 700 & Above Employee
    • Customer Service Representative
      • Mar 2008 - Mar 2013

      • Safety support related to fuel systems & infrastructures of ExxonMobil petrol kiosks for whole of Australia, New Zealand, Hong Kong, Singapore, Malaysia (& Shell), Guam, Fiji & Papua New Guinea without clientele fatalities. • Safety support related to building infrastructures for selected Mondelez food factories in Australia without fatalities. • Level 1 support related to POS (point of sales) for whole of ExxonMobil Hong Kong & Singapore kiosks without retail sale loss occurred. • Merit Award for Customer Satisfaction and Employee Ingenuity ExxonMobil Hong Kong: Achieved >90% of overall customer satisfaction score in 2009. Show less

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