Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Customer Service Professional
- Full time
- Part time
- One time
Senior Manager, User Operations
March 2011 - March 2011
Responsible for maintaining user engagement and quality of service by responding to messages, email inquiries and abuse reports
Responsible for understanding, analyzing, and communicating user behavior patterns to the rest of the company as well as interface effectively with other teams across functions and offices
Develop a customer experience process for all staff who interact with...
Head of Channel Policy & Design
Maxis Communications Bhd
October 2010 - March 2011
Lead the continuous improvement of customer journey and retail experience by working with relevant parties to refresh retail designs of both direct & indirect channels, and in the process achieve consistency across all consumer touch points and optimal use of available space to effectively showcase & promote Maxis’ range of products & services. Also covers the set up of Maxis own stores...
Business Assurance Manager
Maxis Communications Bhd
July 2007 - October 2010
Responsible for all Customer Centric Programs within Maxis, including process & service reviews & improvements, being the custodian of self-serve channels such as IVR and E-Customer Service as well as business’ Service Level Agreements (SLA).
Responsible for total end-to-end customer experience, which include process mapping, negotiating SLA, developing KPIs, gap analysis, process...
Quality Control Analyst
Blackwell Publishing (Currently known as Wiley-Blackwell)
February 2006 - July 2007
Align and improve existing procedures and processes practiced in Blackwell’s head office in Oxford to ensure the new Customer Service Team in Singapore achieves optimal performance.
Conduct various analysis in setting SLAs and productivity targets for global Customer Service Teams.
Responsible for planning and execution of email auditing process to ensure accuracy standards are...
Quality Assurance Team Leader
February 2005 - February 2006
Set up the Quality Assurance Team within Shell Customer Service Malaysia/Singapore including putting together all quality processes and documents.
Act as the custodian of Customer Complaint. Track, analyze complaint records, identifies issues relating to the provision of services to customers and resolves any root cause issues.
Responsible for ensuring that optimal performance is...
Customer Experience Specialist
Scicom MSC Berhad
November 2003 - February 2005
To establish key drivers for successful service delivery by understanding the requirements of our customers and clients
To plan and provide feedback session to agents by listening to calls by substantiating scores with justifications/rationale and to ensure agents are motivated to enhance their call quality
To develop scorecard to gauge agent’s performance
To work with training on...
Customer Relationship Executive
Scicom (MSC) Bhd
February 2002 - November 2003
Provide frontline service support to Nokia customers.
Assess and analyse difficulties faced by clients and matching this with appropriate solutions – ranging from the technical, to policy/procedural.
Recommend alternative solutions to issues beyond the custody of the Careline.
Conducted one-to-one On-the-job coaching sessions for new team members (Buddying System)
Qualifications & Certifications