(stephanie) - Customer Service Professional - Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Leong (stephanie)

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia


Customer Service Professional

  • Full time
  • Part time
  • One time
  • Contract
  • Temp

Work History

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

Shell Malaysia

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


Monash University

Methodist Girls' School

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