Experience

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  Two95 International Malaysia Sdn Bhd

  • Kuala Lumpur, Malaysia

  • Client Services Manager

    • Jul 2019 - Present
    • Kuala Lumpur, Malaysia

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  Funding Societies Malaysia

  • Kuala Lumpur, Malaysia

  • Customer Experience Specialist Investor Relations

    • Mar 2018 - Nov 2018
    • Kuala Lumpur, Malaysia

    o Key responsibilities :■ Responsible for managing a portfolio of investor accounts. ■ Building relationships with potential and existing investors to bring in more investors onto the P2P crowdfunding platform. ■ Accountable in bringing in business and ensuring the continued vitality of Funding Societies■ Generate investor leads for SME borrowers. ■ Educate SME’s and investors on peer-to-peer lending and also company stats. ■ Follow-up with inquiries and qualify leads for investor sign ups and borrower eligibility.■ Demonstrate a strong customer service orientation and take responsibilities to ensure customers are satisfied. ■ Provide a high level of professionalism and competent customer service.■ Able to communicate effectively with customers in a friendly and polite manner following the client’s processes.■ Able to read, write and speak fluently and spontaneously in English to all advertisers in ‘marketing terms’ to ensure resolutions are reached within a single interaction.■ Retain and expand relationships with Corporates and SMEs to determine readiness for moving into support. ■ Identify new product and service offerings, which may create unique, innovative and high value customer solutions. ■ Contribute to the development of all teams (Sales, Marketing, Credit, Legal, Admin and Finance). ■ Marketing and promotion materials and selling of services to optimize business opportunities and revenue generation through calls, emails, site visits, forum speaking, events. ■ Creating new SOPs and workflow for departmental operations

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  Convergys Malaysia (Facebook)

  • Kuala Lumpur, Malaysia

  • Client Service Associate

    • Jul 2017 - Mar 2018
    • Kuala Lumpur, Malaysia

    •To help support social media advertisers worldwide through chat, email and callbacks.•Understand customer’s enquiry and response via applicable channels : email,chat and call backs.•Understand customer enquiries and ensure they are answered or routed through the appropriate support channel.•Manager customer escalations and ensure that these are answered, tracked and escalated as required. •Perform all procedures accurately, including following documented call flows, work processes data entry entry requirements, and complaint management processes•Ensure all SLAs are met accordingly.•Demonstrate a strong customer service orientation and take responsibilities to ensure customers are satisfied. •Provide a high level of professionalism and competent customer service.•Able to communicate effectively with customers in a friendly and polite manner following the client’s processes.•Able to read, write and speak fluently and spontaneously in English to all advertisers in ‘marketing term’ to ensure resolutions are reached within a single interaction.

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  Aspire Lifestyles

  • Kuala Lumpur, Malaysia

  • Lifestyle Concierge Consultant

    • Sep 2016 - Apr 2017
    • Kuala Lumpur, Malaysia

    •Independently (and as needed part of a team) fulfills high profile program client requests, Aspire Lifestyles demo requests, and other requests as necessary, from home office via phone, email, chat, and other communication mediums.•Exercises judgement and discretion when serving as primary touch point for escalated customer service issues and vendor communication.•Strives to leave the customer with a positive customer experience after every contact•Provides accurate and timely information regarding requests.•Provides services as per contractual scope of services and is able to decline requests positively.•Establishes relationships with customers, learning their likes and dislikes.•Initiates outbound calls in compliance with program needs and requirements.•Applies high quality customer service guidelines when fulfilling customer requests.•Leverages current partners and utilizes Internet and other resources to fulfill requests.•Communicates responses in clear, professional and concise manner.•Represents clients’ brands in professional, courteous manner.•Attends meeting and trainings as required to obtain new and pertinent information about clients and how to assist customers.•Uses enterprise solutions and other sources to assist customers, enter pertinent customer data, and process required information.•Applies client and Group policies as applicable whenever interacting with customers.•Is able to multi-task and prioritize in fast-paced environment.•To abide by and uphold all Aspire Lifestyles policies and procedures.•To work flexible hours as appropriate to meet the need of the position.•To work from other locations across the as and when required.•To carry out any other reasonable duties as requested by the line manager and other management team members.

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  ShopBack Malaysia

  • Kuala Lumpur, Malaysia

  • Customer Care Executive

    • May 2016 - Sep 2016
    • Kuala Lumpur, Malaysia

    Key responsibilities•Setting up a Customer Experience team from scratch. •Set up scalability, automation of back-end processes, tools and flows thats essential for workflow.•Being part of the pioneer batch of a Customer Experience Representative team to built the correct •Customer Experience operations flow. •Helped to set up the logistics and infrastructure of CS/CX efforts.•Handle tickets and queries from all over the region (SG,MY,PH). •Proficiency with CS processes, good communication skills, judgement, sensitivity and empathy to deal with daily operations which helps to build an expert team which is fast growing.•World-class exposure to one of the fastest growing eCommerce firms in Southeast Asia, Customer experience ops in general.•Managing onsite feedback channels and our phone hotline•Listening to feedback, processing the information, and deliberate a best-response in line with the team’s business objectives.•Collaborate and follow up with internal teams on issues that have been escalated.•Inform internal teams of any critical issues that may result in high priority queries that require immediate resolution.

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  Singapore Airlines

  • Kuala Lumpur, Malaysia

  • Senior Customer Service Representative

    • Apr 2015 - May 2016
    • Kuala Lumpur, Malaysia

    Key responsibilities•Checking to ensure that appropriate changes were made to resolve customers’ problems.•Keeping records of customer interactions or transactions, recording details of enquiries, complaints, comments, and actions taken.•Determining if space is available on travel dates requested by customers and assigning requested spaces when available.•Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.•Determining charges for services requested, collecting deposits, payments, or arranging for billing.•Contacting customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.•Promptly identifying passengers needs and concern in regards to KrisFlyer frequent flyer memberships•Maintaining clear conversations with clients to ensure company policies and clients needs are met accordingly•Assisting Solitaire Life members to plan and travel according to specific choices and predicting their needs according to previous data and research information

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  Talent Corporation Malaysia Berhad

  • Kuala Lumpur, Malaysia

  • Foreign Talent Facilitator

    • Apr 2015 - Jul 2015
    • Kuala Lumpur, Malaysia

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  AirAsia X

  • Scicom MSC Berhad

  • Customer Service Executive

    • Mar 2014 - Apr 2015
    • Scicom MSC Berhad

    Key responsibilities •Attending to customer enquiries consistently•Service request and feedback•Explaining products and services•Promptly identifying customers’ needs and concerns•Providing customers' with correct information within a short time•Timely follow up with the customers requiring further assistance and escalations•Respond to emails in a timely and professional manner•Assisting customers in rescheduling flights according to company guidelines•Ensuring payments made over the phone are confidential and with permission of card holders

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  Patchbay Productions

  • Kuala Lumpur, Malaysia

  • Event Engineer/ Event Manager

    • 2012 - Dec 2013
    • Kuala Lumpur, Malaysia

    Responsible for the production of events from conception through to completion. Events include:Exhibitions and fairs;Festivals;Conferences;Promotions and Product launches;Fundraising and Social events.Most of my work is in the public, private and not-for-profit sectors and sometimes for other event management companies, in-house for an organisation or freelance.My role as an event organiser is hands-on and often involves working as part of a team. Event organisers, such as myself, are expected to be able to complete a wide range of activities requiring clear communication, excellent organisational skills and attention to detail under a great deal of pressure, ensuring the smooth and efficient running of an event.

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  Amora Hotel Jamison Sydney

  • New South Wales, Australia

  • Food and Beverage Team Leader

    • Sep 2008 - Nov 2009
    • New South Wales, Australia

    Led a Food and Beverage team of 12 staff per shift to drive their F&B service standards across a variety of outlets.Worked with highly sociable network of guest and corporate clients.Provided a high level of interaction and discreet service depending on individual guest preferences.Responsible for ensuring team members are providing high standard of service in the hotel's food and beverage outlets.Maintained high standards if guest service culture within the team.Maintained a high level of product knowledge across all menus and outlets.Recruited and trained 8 new members of the guest service team.Processed over 200 reservations for breakfast and 40 dinner reservations per day.Greeted and welcomed all hotel guests with a smile. This includes escorting guests to their assigned table according to seating arrangements provided by Restaurant Manager, including ensuring they received excellent table service during their time at the hotel.Reviewed account information and charges with guests during check-out.Collaborated with maintenance and housekeeping to ensure restaurant safety and was hazard free for staff and hotel guest.Verified that personal and payment information on guest accounts was accurate and complete.Solicited feedback through questionnaires to evaluate levels of guest satisfaction.Developed departmental objectives, work schedules, budgets and weekly goals to be achieved.Updated team members about changes in hotel products, services, pricing and policies.Delivered messages, mail and packages left for guests and hotel facilities in a timely manner.Accommodated guests' requests for special meals and specific menu items.

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  Gloria Jean’s Coffees Australia

  • New South Wales, Australia

  • Barista / Floor Staff

    • May 2008 - Aug 2008
    • New South Wales, Australia

    Greeted and welcomed all guests with a smile.Taking customers orders and serving them correctly according their ordersMaintaining all floor activities during shift hoursRecruited and trained 4 new members of the barista teamMaking espresso on a regular basisCashier dutiesHelping the supervisor to clean and close the cafe after business hoursConduct stock take on a regular and placing new stock orders(refill).Resolved service-related problems in a timely manner.Solicited feedback through questionnaires to evaluate levels of guest satisfaction.Updated team members about changes in cafe products, services, pricing and policies.Delivered messages, mail and packages left for supervisors and managers in a timely manner.