Experience

Involve Asia
• Malaysia
• Marketing Services
• 200 - 300 Employee
• Associate

  • Feb 2023 - Present


Shopee

• Retail
• 1 - 100 Employee

• Senior Associate

  • Apr 2021 - Dec 2022

  1. Directly deal with customer support tickets and complaints (Call, Chat, Email & Facebook) transferred from Level 1 Frontliner. 2. Clarifying the customer's complaints, resolve customer issues situations promptly and effectively according to processes, instruction from Line managers and the company. 3. Identify problems, causes to provide solutions and remedies to recover service, and improve customer satisfaction before closing a claim/complaint. 4. Maintain a balance between company policy and customer benefit in decision making. Get new initiatives to improve processes, daily task. 5. Dealing with issues related or user complaints on Spaylater operating/system errors, Inhouse Collection Team or Third Party Debt Collector Agencies, Billing and Repayment Inquiries, technical issues (related with Online Banking/Credit card/Debit card/7-Eleven/Gateway Terminal and ShopeePay Wallet), Refund and Disputes that might affect Shopee branding and customer experience. 6. Coordinate with stakeholders to evaluate and analyze problems; find out the root causes and propose solutions that effectively recover Customer Experience. Communicate and collaborate closely with stakeholders to regularly update and understand the working process/ new program/ new information/ new workflow, and provide feedback that ensures a holistic approach on user experience, in order to prevent bad experience for customers. 7. Assist with Lead & Managers in other tasks assigned. Show less


OPC BUSINESS SUPPORT SDN BHD
• Malaysia
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee
• Chat Support Exec

  • Apr 2020 - Apr 2021


Grab

• Entertainment
• 1 - 100 Employee

• Payment Support Executive - GrabPay

  • Sep 2017 - Apr 2020

  1. Process Grabpay transactions ( credits cards & Grabpay credits ) that requires verification with passenger / driver. 2. Reply to emails sent by passenger / driver for any cases for cashless transactions ( disputes/ complaints / enquiries ) 3. Perform callbacks as of when needed for all cases 4. Answer inbound calls and escalations for Grabpay Merchant Support line. 5. Assisting merchants emquiries / escalations to the respective product owners and other related units. 6. To keep updating myself with the new products / services provided by Grab that involve Grabpay in order to provide better information/ resolutions for all cases received on daily basis. 7. Currently supporting Malaysia , Singapore & Indonesia ( backup) transactions . Show less



Sudong Sdn Bhd

• Malaysia
• Printing Services

• Customer Service Representative

  • Jun 2016 - Sep 2017

  Responsibilities: 1. Answer inbound calls for Singtel’s Technical Helpdesk for residential broadband subscribers. 2. Handling the first level troubleshooting regarding customer’s problem with Home broadband services , SingtelTV service, online self-service portals and others 3. Handling general enquiries regarding Singtel’s Home products and services, promotions , contract related matter, billing enquiries and other related matter. 4. Maintaining first call resolution for all calls received and recorded using the provided platform and systems while maintaining a high level of professionalism. 5. Escalating to various related department if needed for cases which may not be closed on first level and taking ownership in following up to make sure all pending cases is being closed at the required timeframe stated in SOP. 6. Adhering to PDPA act and maintaining all customers personal information being handled with care upon proper verification 7. Reports to the Team Leaders for all escalations and daily tasks. 8. Maintaining the quality required in meeting personal KPI and scorecard for each month. Show less



AIG Malaysia

• Malaysia
• IT Services and IT Consulting
• 1 - 100 Employee

• Consultant

  • Sep 2015 - Dec 2015

  Responsibilities: 1. Answer inbound calls for the personal and motor vehicle insurance for the North American Region. 2. Handles enquiries on the claims enquiries such as claim status, reimbursement and distribution status and amount, claim’s adjuster details , claim policy details , statements request and others 3. Providing accurate information, making sure all claims information is update for all calls such as contact details , address and claim numbers . 4. Maintaining proper verification and to make sure all calls is being handled with care and with quality. 5. Reports to the Team leader for unfamiliar cases and discrepancies found in claim reports and details for escalation the relevant department. Show less



Prometric Technology Sdn. Bhd.

• Malaysia
• IT Services and IT Consulting

• Customer Service Specialist

  • 2013 - 2015

  - supports the company's North American region team. - responsible to schedule, reschedule and cancel candidates of the company's clients exam/test. - Maintain the data & information is being handled accordingly to avoid any unnecessary escalation and to ensure all concerns being channelled to the correct department. - to maintain certain standard (Kpi) required by the company as required for personal performance and development. - ensuring all transactions/issues being highlighted to the relevant department. - selectef as being part of the committee member for the employee engagement board conducting various activities for the department. Show less



Affiliated Computer Services

• Outsourcing/Offshoring
• 1 - 100 Employee

• Customer Service Executive

  • Dec 2011 - Sep 2013

  - Providing HR services for one of the companies Client Glaxo Smith Kline ( US ) such as : • Assisting GSK employees in enquiries on Policy ,Leave applications & Payroll information • Assisting GSK retirees & beneficiary for enquiries on their Pension Plan, Health Insurance Coverage, Retirement Savings Plan, 401k acct via channeling to the dedicated agents assigned. • Provide navigation n assistance on the GSK Benefits portal for password reset & user id retrievals. • Processing job requisition for posting • Providing information to third party callers enquiring on job availability • Escalating cases to the HR services team for update for repeated cases & ensuring all cases raised is being updated on timely manner & being forwarded to the correct service group to avoid unnecessary errors & escalations/complaints. • Ensuring callbacks for pending cases is being done on timely manner. • Ensuring daily & monthly service level is being met at 85% & personal KPI target is met at also 85% minimum. Show less



Realgamers Sdn. Bhd

• Customer Service Executive

  • Jan 2011 - Dec 2011

  1. Answer inbound calls for different queues on products, services, inquiries & complaints for services supported by the company for an American Mobile Content Services ( Funmobile ) 2. Maintaining good record for call tracking purposes & making sure that all case created being highlighted to immediate supervisors in order to avoid delay in reporting on US office 3. Verification of videos being uploaded by users via ( Fileserve ) application & making sure that only approved videos to be authorized for uploading. 4. To ensure that video records being processed is being maintained on daily basis to report for any violation cases such as porn videos being uploaded for user blocking 5. To make sure that all voicemail files is being followed-up on daily basis in order to maintain the service level for the service being at 98% or more at all time Show less



Aeon Credit Service

• Malaysia
• Financial Services
• 400 - 500 Employee

• Officer II

  • Jan 2010 - Dec 2010

  1. To ensure each customer receive an outstanding service by providing friendly environment , maintaining outstanding standard , solid product knowledge and all other aspects. 2. Receive loan, credit card ang other products applications form customers & making sure that the documents is properly submitted & complete for processing . 3. Maintaing & updating customer's profile in system. 4. To provide accurate information regarding rules , policies & procedures related to easypayments, credit cards, loans & other AEON products. 5. To maintain & manage all business related documents such as dalily cash collection reports and maintaining daily applications for all products records. 6. To help immediate supervisor ( Branch Head ) in daily prodess in order to maintain a complete & accurate business document as per regulated by the company & making sure to comply with company's audit . 7. Handle complex customers complaints which cant be handled by the counter staff in making sure that the matter is being well addressed , channeled to the correct department for approvals and solutions . 8. To provide customers feedback to Manager & to assist in decision making and enhancing the branch image. 9. To promote company's product via telemarketing as of when needed Show less



Citibank Berhad

• Citiphone officer (Credit Card)

  • Aug 2009 - Jan 2010

  1. To deliver excellent service through Citibank difference via phone interactions with existing customers by providing customer servicing/transaction capability and to prospects by generating interest and generates leads. 2. To identify cross sales opportunities with existing customers with objective of deepening customers relationships. 3. Responsible for building business and deepening customers relationship through execution of effective telephone banking process. 4. Acceptable for meeting individual standard of performance and department goals and standards. 5. To provide customers feedback to Citiphone Customer Service Manager or Team Leader to assist in decision making and enhancing the bank image. 6. To comply with Citibank’s policies and available procedures or guidelines to ensure and security of the bank and customers assets are maintained. Show less



DiGi Telecommunications

• Malaysia
• Telecommunications
• 700 & Above Employee

• Customer Care Consultant

  • Apr 2007 - May 2009

  1.Answer calls pertaining to customer enquiry and try to complete @ achieve 1st call resolution 2.Escalation of cases to various department within customer service which cant be solved at first hand such as billing errors , service interruptions, technical configurations and repeat cases which acquire follow up made by the last contact person handling the case. 3.To ensure that all daily task are being done within the timeframe given in order to pass the daily service level set by the management & to meet the personal adherence schedule of minimum 98% in order to avoid coaching. 4.Sometimes helps to do monitoring of agents in the events of high surge of calls & to do “live call buddy session” with new staffs. 5.I have been sent to various department within customer service for cross-training session in order to get a better understanding on how the operations runs & how escalated cases routed by Customer service agents are being solved & follow up.: Inbound Billing team - Involving the escalated cases mainly on activation of services which Customer Service Agents don’t have authorization to do so. Billing related issue such as overcharges , refund not made and all of cases which involves in money. Mobile Number Portability team - handles enquiries on potential customers from other local network operator ( competitors ) on products , services, packages & promotions of the company. Monitor on the conversion status & to callback customers which having problem upon switching to Digi .Follow up with the other network for delay cases & sometimes go for on ground promotion in order to get more people to switch to Digi. Activation Unit – Activation of new postpaid lines ( personal & company lines ) & to make sure that all service needed & applied by customer being activated completely & correctly. Making sure that the unit’s daily service level are being achieved . Show less



Citibank Bhd

• Contract officer

  • Dec 2000 - Apr 2007

  1 Processing of Citibank Paylink files transmitted by customers via Paylink system. 2 Posting of necessary entries needed in order to fund each transaction 3 Making sure all accounts used via posting being tallied & to keep hardcopy for authorization and filing purposes. 4 Printing the Paylink cheques according to the delivery method wanted by the customers. 5 Inputs of stop payments & reissuance of Paylink cheques as per customer’s instructions. 6 Custodian of several accounts maintenance required for daily transactions. Show less