Experience

GuocoLand (M) Bhd

• Malaysia
• Real Estate
• 100 - 200 Employee

• Head Of Department

  • Jun 2020 - Present

• Assistant Manager

  • May 2019 - Present

• Acting Head of Department at GuocoLand (M) Bhd

  • Jun 2020 - Jun 2020



Guocoland Malaysia

• Senior Executive, Customer Relation Management and QA,OC / Team Leader

  • Apr 2014 - Present

  • To be the frontline of the organization in which supports both external and internal customers. • To handle all mediums of enquiry and to be a solution provider. • To follow ISO standard in all angels and ensure service quality not been compromised. • Report to the manager on a weekly basis on the properties complaints and complement from the customers. • To handle customers request on their properties and follow up with the relevant department • Site visit to make sure all complaints and defects are dealt with and for keys handing over as well • To perform survey on customer to identify their : - Satisfaction level - Needs - Progress Report - Future sales development - Internal Auditing - To rate the staff - Defect Rectification Show less



DHL Shared Services

• Malaysia
• Transportation, Logistics, Supply Chain and Storage
• 400 - 500 Employee

• Senior Credit Control Officer (Australian Market)

  • Mar 2011 - Mar 2014

  • Handling Duties and Taxes Payment enquiries and processing transactions • Managing the accounts and to make sure payment are on time. • Managing major accounts for DHL Australia. • Generating revenue reports on a daily basis. • Monitor and lead the billing team to provide the invoices in a timely manner • Report to the manager on a daily basis on the reports from customs Australia. • Communicate via phone and email with Customs Australia. • Help out Malaysia team to develop, co-ordinate and implement account opportunities in support of National Major Account Manager and Accounts Manager. • Manage project implementation and review. • Manage and co-ordinate country information and commercial responses to meet DHL, customer and country objectives. • Achievements : -Best collection percentage on monthly basis. -Manage to clear all the back logs when I took over the post. -Assist in creating a new system to monitor the accounts and collection effectively. -Complements from customers for sorting out their disputes on duties and getting the shipment released from customs fast. Show less



FedEx Malaysia Sdn Bhd

• Senior Customer Service Representative

  • Jun 2006 - Mar 2011

  • Answer customer phone-in complaints and inquiries on all features and ensure timely response to the customers for AU and NZ. • Managing the NZ team to make sure calls are answered on a timely manner. • Person In Charge for the early shift (Australia and New Zealand market). • Person In Charge for exporting and importing large shipment. (Space booking for cargo shipments). • In charge of taking escalation/problem calls from call reps. • Manpower Planning: Review roster of staff to ensure optimal resource utilization, enhanced productivity and the most cost-effective and efficient service levels. • Weekly Call Quality Monitoring & Coaching to ensure Service Quality excellence. • Coach and evaluated to prioritize work responsibilities with primary focus on customer needs and achievement of individual and team performance targets. • Mentor for New Hires. Provide training till they are familiar with the system and the product. • Fire Marshall for the Australian and New Zealand team members. • Achievements : Top Performer in 2008 and 2009 for AHT. Show less