Senior Customer Service Executive

• Oct 2023 - Present

Technical Service Engineer

• Jun 2022 - Sep 2023

• Responsible for daily intake of cars for servicing. • Ensuring and upholding the service image at all times. • Assisting in achieving higher service levels through various action plans constantly implemented. • Assisting a group of front counter staff and maintaining their team spirits and positive thinking and teamwork. • Ensuring administration work is done promptly, warranty claims, internal accounts, WIP reports, cash debtors, monthly target of VOC scores, etc. • Perform invoice closing. • Preparation of quotation when required. • Provide excellent customer service to customers. • Actively deliver good results from VOC survey with strong response rate and promoter scores. Show less

SME Account Manager

• Mar 2021 - Jun 2022

● Develop and formulate strategic and tactical plans in a bigger market portfolio. Ensure KPI and goals of the assigned accounts in the portfolio are met. ● Build market position in the assigned account by identifying potential business deals and close relationship with new customers; ● Provide and screen data/information for potential business deals by analysing market strategy, examining risks and financial accuracy for business decision making; ● Protects organization’s value by keeping company information and tender confidential; ● Grow account depth and breadth to ensure account coverage on top of dealer coverage where applicable ● Assist collection team on customers’ aging. ● Ensure pipeline in CRM are diligently updated – consistently putting new opportunities week on week AND progressing the opportunity sales motion from creation to closing. ● Develop Account plans for all assigned customers. ● Work with ECO to drive operational smoothness in handling accounts ● Accountable on driving every opportunity to closure with a close plan. ● Keeping track of all post sales activities with timely delivery. ● Working closely with Solution Sales/Pre Sales team and Identifying new solutions for all assigned customers for sustainable account growth. Show less

Senior Manager, Retail & Relation Management

• Oct 2019 - Feb 2021

● Achieved KPI with opening 5 outlets for Licensee ● Support the management in planning and implementing in the retail mall / retail outlets Identification. ● Obtain & support to negotiate the lease and finalize the rental and other terms and conditions with potential landlord. ● Establish and maintain a good landlord & client’s relationship. ● Prepare management reports and other documents with regards to lease ● Conduct top-line market research on shopping centres & retail location in order to keep abreast of retail property development in the market requirements. ● Coordinate process and support client requests in relation to property enquiries, collect feedback and resolve client complaints. ● Assist clients to use the products and services and keep them updated about new features or products launched. ● Coordinate with internal teams to ensure timely fulfilment of services. ● Develops and support sales and lead generation efforts. ● Coordinating & mediating between landlord and clients supporting to solving any problems and making sure deadlines are met. ● Strong writing and presentation skills. Efficient accurate with details and good analytical skills. Self-motivated and able to work under pressure with tight deadlines. Show less

Business Development Manager

• Dec 2018 - Sep 2019

● Managed 3 LED Advertising Truck which operates daily for clientele advertisement. ● Cost management with SOP driven for maximizing revenue. ● Developed business thru a few channels (sourcing, digital marketing, organizing events, produce attractive advertising packages & etc.) ● Contacting potential clients to establish rapport and arrange meetings. ● Planning and overseeing new marketing initiatives. ● Researching organizations and individuals to find new opportunities. ● Increasing the value of current customers while attracting new ones. ● Finding and developing new markets and improving sales. ● Attending conferences, meetings, and industry events. ● Developing quotes and proposals for clients. ● Developing goals for the development team and business growth and ensuring they are met. ● Training personnel and helping team members develop their skills. ● Expand new market share ● Identify market opportunities and developed structural marketing strategies. Show less

Outlet Manager

• Jul 2016 - Dec 2018

● Managing a 3,000 sq.ft restaurant which involves responsible for Accounting Department, Business Development Department, Marketing Department, Human Resources Department, R&D Department, Front Line Department & Kitchen Department. ● Managed P&L calculation and making sure restaurant generate profit. ● Coordinate daily Front of the House and Back of the House restaurant operations. ● Manage from front to end for the client's event. ● Deliver superior service and maximize customer satisfaction. ● Respond efficiently and accurately to customer complaints. ● Regularly review product quality and research of new vendors. ● Organize and supervise shifts. ● Appraise staff performance and provide feedback to improve productivity. ● Estimate future needs for goods, kitchen utensils, and cleaning products ● Ensure compliance with sanitation and safety regulations and overall restaurant hygiene. ● Manage the restaurant’s good image and suggest ways to improve it. ● Control operational costs and identify measures to cut waste. ● Create detailed reports on weekly, monthly and annual revenues and expenses. ● Promote the brand in the local community through word-of-mouth and restaurant events. ● Recommend ways to reach a broader audience (e.g. discounts and social media ads) & create marketing ideas to generate profit. ● Train new and current employees on proper customer service practices. ● Implement policies and protocols that will maintain future restaurant operations. Show less

Fleet Manager

• Jul 2015 - Jul 2016

● Managed over 5,000 fleets over Asia Pacific region (China, Indonesia, Vietnam, Thailand, Japan, Korea, India) ● Conduct cost-effective management by reduction of cost control. ● Keeping a tight control on operational costing and contribute to P&L, project costing, and pricing decisions. ● Perform market research and analysis for purchasing vehicle or to lease according to different countries. ● Analyze data to develop strategies to reduce costing and maximize profits. ● Improved SOP flow in the Fleet sector. ● Maintaining detailed records of vehicle servicing and inspection. ● Complying with each country's "Department of Transport" laws and regulations. ● Scheduling regular vehicle maintenance to ensure operational efficiency. ● Ensuring strict servicing and maintenance times to minimize downtime and maintain schedules. ● Utilizing GPS systems and monitoring driver behavior and ensuring a high level of customer service. ● Manage effectively; communicate strategic objectives and practical initiatives together with KPIs, implementation goals and timelines . ● Minimize residual value risks by using overall fleet management solutions that include reconditioning of used, returned and remarketed vehicles ● Ensure reliable operations through strengthened professional driver skills and occupational health and safety solutions. ● Negotiate with suppliers. Show less

Service Executive

• Jul 2013 - Jun 2015

● Certified BMW Service Advisor by BMW Asia Pacific. ● Attended "BMW Service Advisor Training", "KSD Traning", "BMW Certification Service Advisor Training". ● Attended new model training including BMW M135i, BMW M235i, BMW M4, BMW M3, BMW X5M M50D. ● Achieved "Customer Recognition Award". ● Able to perform test drive personally with customer to rectify the actual complaint. ● First-hand knowledge of the deciphering vehicle issues by questioning customers. ● Recognize knowledge of ADP, KSD system, EPC system. ● Ability to propose additional revenue for after-sales team by proposing packages for management. ● Ability to perform insurance claim for OD claim, windscreen claim and third party claim. ● Proven ability to maintain a positive interface with mechanics, technicians and foremen when a problem arises. ● Evaluating and process any warranty claims and goodwill paperwork with a professional and technically competent manner. ● Conduct invitation, schedule appointments, conduct service reminders to the customer through telecommunications. Show less

Service Advisor

• Dec 2011 - Jul 2013

● Achieve Toyota Shine Award "Passionate About Customer" ● Attended Service Advisor TSA 21 Training. ● Attended new model training including Toyota Corolla Altis, Toyota Camry, Toyota Camry Hybrid, Toyota Prius, Toyota FT-86, Toyota Prius C, Toyota Vios, Toyota RAV4, Toyota Previa. ● Achieve customer service satisfaction index. ● Provide professional vehicle services consultation, recommendation and promotion on services, parts or accessories according to service needs as compliance. ● Handling customer's concerns and complaints to ensure customer's satisfaction ● Conduct post-service follow up with customers to measure customer satisfaction. ● Accurately writing service orders and descriptions of maintenance, complaints and repairs. ● Effective utilization of 3-in-1 system to monitor and control work in progress, back orders, follow-up, appointments and service reminders. ● Achieve personal target of service sales with upselling of products and services. ● Work closely with Service Executive, Foreman and Technician to ensure vehicle is ready at the promised time and zero complaints. Show less

Customer Service Advisor

• Mar 2010 - Dec 2011

● Attended Honda H-SMART Training by Honda Malaysia. ● Attended Honda Hospitality Training by Honda Malaysia. ● Attended Honda MT Training by Honda Malaysia. ● Able to provide professional advice, repair estimates & additional repairs approval according to Honda standards. ● Able to investigate automotive problems and suggest services to customer, with taking test drives & checking vehicle maintenance. ● Liaise between customers and workshop pertaining to job progress. ● Handle all telephone calls regarding work in progress, appointments, technical, follow up and service related inquiries. ● Monitor and plan daily vehicle through-put according to workshop capacity with the Service Executive or Job Controller. ● Attend to customer satisfaction by minimizing complaints and to achieve Customer Service Index score. ● Able to prepare job orders or repair orders with accurate details and key into company system. ● Maintain good relationships with all contacts during the course of work and create a harmonious working environment. Show less

Technical Specialist

• Jun 2007 - Feb 2010

● Attended Toyota "Kaizen Courses" & "5S Philosophy". ● Attended new vehicle model training include Lexus LS460L, Lexus RX350, Lexus GS300, Lexus IS250 & Electrical Wiring Diagram Training. ● Attended Pro-Tech Training by Toyota Knowledge Development Centre. ● Achieve Customer Satisfaction Index & Branch Services. ● Perform Pre-Delivery Inspection for vehicles, ensuring vehicles' interior and exterior with excellent condition before handling over to the sales department. ● Perform general service, major repair, NVH, alignment & balancing, vehicle troubleshooting via electrical wiring diagram. ● Ensure all customers’ requests are completed as promised. Achieve a high standard of quality maintenance responsible. ● Perform customer’s vehicle checking in by doing Pre-Acceptance Inquiry for customers. ● Prepare Field Technical Report for any warranty cases. ● Understanding efficiency, productivity, and utilization for after-sales department, by achieving the sales target for after-sales department. ● Able to perform "Kaizen Process", from time to time, if found out there is fault in the Standard Of Operating Procedure. ● Perform QC to all stated jobs such as, vehicle just finished servicing and body & paint. ● Able to finish the job task by not exceeding the flat rate and customer’s promise time. ● Maintain 5s responsibility for the whole workshop area. ● Able to read and understanding of Repair Manual, Electrical Wiring Diagram, New Car Features. ● Able to use Microsoft Word and Microsoft Excel. ● A team player with the team & able to work independently. Show less