Experience

The MYSALE Group

• Australia
• Retail
• 1 - 100 Employee

• Senior Customer Service Executive

  • Feb 2022 - Present

  Customer service Help-deskSenior customer service management - multiple tasksConduct trainingNew joiner training

• Member relation Team Leader

  • Jan 2017 - Feb 2022

  Operations Management :Assist leadership team to manage overall operations of the contact centre.Assist to drive operational KPI like service level, abandoned rate, average handling time, customer satisfaction, email/chat response rate and etc.Work with Manager to minimize shrinkage, attrition, dissatisfied contacts, complaints and etc.Ensure all relevant communications and data are updated and recorded.Ensure action plans and deliverables are met within agreed timeline.Handle on ad-hoc projects/assignments.Team Management :Manage a team consists up to 15 members.Active monitoring, support and coach team members performance in align with departmental KPI.Perform regular contact with team members like 1-1, team meeting, performance review and etc.To ensure team members provide accurate information to Mysale users.Communicate effectively with team members.Always motivate and cheer up team members to perform better.Technical Support :Act as subject matter expert.Generate relevant reports for operational discussion and analysis.Handle escalations if required.Manning of escalation queues. Show less

• Member Relation Executive

  • Jan 2016 - Dec 2016

  Assisting customers' inquiries via emails and inbound calls.Archive daily targetIdentify the trading issue



CIMB

• Malaysia
• Financial Services
• 700 & Above Employee

• Telemarketing Consultant

  • Apr 2015 - Jan 2016

  Responsibilities as a Telemarketing Consultant Call CIMB customer and offer credit cards & personal loan Always make the first call impress the customer . Filter the call list as per category ( existing customer , fresh customer) Offer the bank product to the perfect customer. Present about the bank product to the customer and give correct information about the product. The phone conversation must be loud and clear , it’s easy for customer to understand about the product. Sale the bank products and get the customer’s personal details through the phone conversation. Follow up with the fresh customer about the offer. Prepare a checklist for that follow up customer, make a call on different times Prepare the daily report and present to the team leader. Show less



P&A Smart Solution (M) Sdn. Bhd

• Kuala Lumpur, Malaysia

• Customer Service Team Leader

  • Dec 2013 - Apr 2015

  Responsibilities as a Team Leader Manage a group of CS agents Briefing about the daily target & achievement of target Prepare our-self as a role model for communication & negotiation skills Quick response for every enquiries Make sure every staff play their role according to their responsibilities Responsibilities as a Customer service & Recovery officer Deliver the message that customer have the debts Negotiate with customer and help to clear the debts Talk politely and firm to the customer Full fill the customer’s needs’ Deliver the proper information for each and every enquiries Make sure customer feel the satisfaction through customer service Solve the problem or find better solution for particular customer’s needs’ Show less



Dhesu Travel & Tours (M) Sdn Bhd

• Kuala Lumpur, Malaysia

• Inbound, Outbound Executive & Guest Relations officer

  • Apr 2010 - Dec 2013

  Responsibilities as an Inbound Assistant Response the client very fast (reply email) & avoid the complains Room reservations in the hotels which is prefer by client Send the quotation to client Receive & record the payment from client Arrange the transport & meals for incoming guest Prepare the checklist for confirmed customer for the filing purpose. Responsibilities as an Outbound Executive Discuss & prepare the price list & advertise the tour packages in Media, paper & other sources. Reply Customer’s email & send the quotation Offer the outbound packages with Customer (face to face with walk-in client) Hit the weekly & monthly target Book Flight ticket for passenger Responsibilities as a Guest Relations officer Welcome the guest in Airport any time (ex: arrival time 1215hrs) Explain the daily itinerary & introduce the driver to guest Send the guest to hotel Update the timing & remind guest about the daily itinerary Need to assist the guest in case any emergencies Show less