Experience

NCS Global Technology Sdn Bhd

• Malaysia
• Outsourcing/Offshoring
• 100 - 200 Employee

• Transaction Quality Analyst

  • Oct 2019 - Present

  • Perform Quality Audits on Web tickets and provide real time feedback and coaching to the agents.• Perform Root Cause Analysis and suggest corrective action to the management whenever there is IT escalation cases or customer dissatisfaction.• Conduct SOP refresher training to the team.• Work Hand in Glove with SMEs / Team Lead /other domain Quality team to ensure all desired metrics are met. • Perform ticket cancellation analysis and find the root cause of high cancellation volume.• Participate in calibration sessions with other Quality Auditors / SME / Ops Lead to maintain the Service Levels• Participate in ServiceNow Cloud project and train agents on the new Cloud ticketing system• Maintain jovial relationships with team members and Management• Supported Operations as an agent during call/ ticket spikes, Holiday season or low Headcount.•Propose TQM Perfect score recognition awards to motivate agents to comply to Quality standard which the management has implemented. Show less

• Customer Service Consultant

  • Oct 2016 - Sep 2019

  •Obtain 4 times positive CSAT recognition for the year 2017•Best Employee Award on 2018.•Attend internal user / supplier inquiries from across the countries related to account payable issue, supplier portal issue through Phone and Web.•Direct user/supplier to correct support team if it is beyond our scope of support•Take up Queue Monitoring role when leads is not around•Training New hire on the SOP , non-technical and technical correct process.•Collect necessary information and understand user issue to document in the ticket before escalate to upper level to further troubleshooting/advice.•Assist in any ad hoc assign by Ops lead and shift lead•provide coverage to colleague who is on leave or MC. Show less



OCBC BANK (M) SDN BHD

• Penang, Malaysia

• Personal Banker

  • Jun 2015 - Mar 2016

  •As a front line customer services and personal banker. • Perform customer due diligence before account opening (fixed deposit, saving account, current account, unit trust account, foreign time deposit and foreign current account). •Perform financial analysis before cross-sell wealth product including insurance, unit trust and credit card. • Ensure personal sales target is met monthly by doing cold calls and set appointment. • Assist customer in filling up necessary forms before pass to teller for transaction. • Assist customer in service request such as EPF withdrawal, AKPK statement, interest rate reduction, setting standing instruction, swipe facilities, housing loan redemption, non-performing loan etc. • Handle customer complaints professionally by contacting relevant department to solve existing problem. • Deliver insurance policy and go through in details again with customer. Show less



Citigroup Transaction Services (M) Sdn Bhd

• TRANSACTION SERVICES REPRESENTATIVE

  • Jul 2014 - Jun 2015

  • Support Relationship Managers of different segments (GSG, LCB, FI) for Citi Singapore. • Assist and guide corporate client in filling up the required account opening forms for all types of accounts. • Liaise with various parties to obtain necessary approvals and solutions to assist clients and relationship managers on the discrepancy of supporting documents. • Ensure all the accounts are open before as per SLA. • Reviewing all the constitutive documentation and forms from client to ensure all are in good order and perform necessary screening before account opening. • Advise corporate client on necessary supporting documentations for account opening. EXPERIENCES GAINED: • Work as a team to support our Relationship Manager in order for them to generate more sales and ease their role on customer on-boarding documentation. • Knowledge of the documentations required for different entities to open account with CitiSG. • Skill of communicate and follow up with corporate client on the required documentation and to ensure all the forms are duly signed as per signing mandate instructed on the board of resolution. • Problem solving skill. • Customer services skill. Show less