Experience

MultiBank Group

• United Arab Emirates
• Financial Services
• 400 - 500 Employee

• Senior Customer Service Executive

  • Aug 2023 - Present



Bao Teck Sdn Bhd, Authorised Distributor of Heineken Marketing Malaysia S/B

• Supply Chain/Operation/Customer Service Manager

  • Apr 2022 - Oct 2022

  • Led a continuous improvement of supply chain inventory, warehouse operations, logistics, customer service while cultivating relationships with partners, suppliers and customer's demand. • Led a team of 20 staff in Supply Chain Operation and Management. Acted as distributor's main contact person to liaise with Heineken HQ on company's daily operations. For example, EX-Brew sales target, Inventory, Ordering of Goods from Heineken Logistic Team, Customers Experience. • Built sustainable relationships and trust with customer accounts through open and interactive communication through phone call and face to face interaction. • Drafted and Implemented distributor Supply Chain Practices, in accordance with the new changing environmental policies, regulations and laws to align with Heineken Marketing Malaysia standard. • Managed, Supervised and Coordinate as a Project Manager for Distributor Service Excellence 2022 on Strategic Growth, Commercial & Service Excellent, Warehouse Management, Sales Force Management and Financial Health, in alignment with Heineken Marketing Malaysia standard. Show less

• Assistant Business Development/ Operation Manager/Supply Chain Executive

  • Jan 2016 - Mar 2022

  • Directed and assisted on DSSE (DISTRIBUTOR SERVICE EXCELLENCE SCORE CARD project) by completing the following area: Ease of doing Business, Warehouse Management, Safety and Customer Service, to align with Heineken Marketing Malaysia standard.• Assisted with drafting business plans, sales representative training materials, and presentations.• Managed delivery volume on a daily basis and adjust the delivery plan and route to meet customer demands and expectations. • Offered expertise in inventory management and current stock levels to internal team and customers as well as partners to facilitate accuracy and product availability.• Solved customer problems in a fast-paced working environment by promptly and accurately responding to customer inquiries via phone call and email. Show less

• Secretary/Administrator

  • Sep 2012 - Dec 2015

  • Used SQL system to enter data of goods receipts, prepared calendars, order processing, worksheets, letters, forms, schedules, meeting minutes, and other correspondence related to HR.• Answered and processed customers daily request received through inbound calls and emails in a timely manner.• Updated customer as and when on the changes of pricing, new products (for Heineken Marketing Malaysia Sdn Bhd, Moet Hennessy, Pernod Ricard Liquor, and Monin (non-alcoholic beverage).• Excelled at upselling shelves to premium alcoholic and non-alcoholic beverages to customers.• Volunteered and started on distributor first ever DMPA (Distributor Maturity Profile Assessment project given by Guinness Anchor Marketing Sdn Bhd in 2013 which involved the company's overall operation with minimal or no supervision.• Created and managed training materials related to overall company operation.• Planned/Organised events for customers based on Beer/Wine/Liquor selections, pricing and the supply of barman and promoter. Show less



NAGA DDB TRIBAL (BMW CALL CENTRE)

• Selangor, Malaysia

• Customer Service Representative

  • Apr 2012 - Jun 2012

  • Responded to inbound service via phone, text and email. • Followed up with customer on after sales service. • Invited customer to test drive newly launched cars via phone calls. • Promoted the current events and promotions to customer. • Assisted with answering customer inquiries and problems. • Booked appointments based on maintenance schedule in accordance with company policies and manufacturers specifications. • Assisted with special projects, audits and reports as requested. Show less



NAGA DDB TRIBAL, SONY ERICSSON MOBILE COMMUNICATION INTERNATIONAL AB

• Selangor, Malaysia

• Customer Service Representative

  • Nov 2010 - Mar 2012

  • Resolved customer complaints and problems via phone call and email by clarifying the issue, explaining the best solution and following up on cases regarding Sony Ericsson products. • Promoted the latest and upcoming products of Sony Ericsson to customer. • Reported daily summarised report to the CEO, as well as regional manager from Singapore. • Resolved customer complaints and problems via phone call and email by clarifying the issue, explaining the best solution and following up on cases regarding Sony Ericsson products. • Promoted the latest and upcoming products of Sony Ericsson to customer. • Reported daily summarised report to the CEO, as well as regional manager from Singapore.



PRUDENTIAL ASSURANCE BHD

• Selangor, Malaysia

• Quality Assurance Representative

  • Nov 2009 - Oct 2010

  • Reviewed agent's recordings using Prudential's documented standard and system. • Flagged compliance issues when identified during call monitoring and escalate to the appropriate department. • Monitored insurance package and plan introduced by agent to customer was given accurate information. • Coached and created training materials for agents to improve on their customer skills. • Documented all agents performance to report to call center manager. • Reviewed agent's recordings using Prudential's documented standard and system. • Flagged compliance issues when identified during call monitoring and escalate to the appropriate department. • Monitored insurance package and plan introduced by agent to customer was given accurate information. • Coached and created training materials for agents to improve on their customer skills. • Documented all agents performance to report to call center manager.