Experience

Ipsos Malaysia

• Malaysia
• Market Research
• 100 - 200 Employee

• Senior Research Manager

  • Jun 2022 - Present



Kantar

• Market Research
• 700 & Above Employee

• Consultant, Customer Experience

  • Jul 2018 - Jun 2022

  1. Design or re-design customer experience program for client2. Plan, manage and deliver designed programs to support client business growth3. Manage VoC Platform that deliver immediate insight to drive customer satisfaction 1. Design or re-design customer experience program for client2. Plan, manage and deliver designed programs to support client business growth3. Manage VoC Platform that deliver immediate insight to drive customer satisfaction



AmBank Group

• Malaysia
• Financial Services
• 700 & Above Employee

• Assistant Manager, Customer Experience

  • Jun 2016 - Jul 2018

  1. Conduct research and study for bank - CSAT, NPS, CSI, VoC & Mytery Shop2. Track and managing service level for channels in bank3. Drive process improvement initiative from customer perspective4. Understand needs and behaviours of segments to design end-to-end customer journey to improve customer engagement 1. Conduct research and study for bank - CSAT, NPS, CSI, VoC & Mytery Shop2. Track and managing service level for channels in bank3. Drive process improvement initiative from customer perspective4. Understand needs and behaviours of segments to design end-to-end customer journey to improve customer engagement



Tan Chong Group

• Sales & Service Operation

  • Jun 2013 - Jun 2016

  1. Conduct research & study for service improvement2. Analyze branches service performance to improve customer experience3. Perform root cause analysis to improve internal process for enjoyable buying experience 4. Plan & Develop communication campaign and activities to strengthen Brand and Customer Service (CS) awareness. 1. Conduct research & study for service improvement2. Analyze branches service performance to improve customer experience3. Perform root cause analysis to improve internal process for enjoyable buying experience 4. Plan & Develop communication campaign and activities to strengthen Brand and Customer Service (CS) awareness.



Cycle & Carriage Malaysia

• Customer Service Assistant Manager

  • Oct 2010 - Jun 2013

  1. Managing frontline to ensure smooth process flow 2. Handle customer complaint for sales and service3. Monitor frontline performance and ensure it is according to SOP4. Drive service excellent and process improvement to improve customer satisfaction5. Conduct process audit to ensure the right process in the branch 1. Managing frontline to ensure smooth process flow 2. Handle customer complaint for sales and service3. Monitor frontline performance and ensure it is according to SOP4. Drive service excellent and process improvement to improve customer satisfaction5. Conduct process audit to ensure the right process in the branch