Suto - Customer Service Manager - Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Levity Suto

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia


Customer Service Manager


Passionate, goal oriented and process simplification with clear empowerment to the team members in resolving operational issues

Work History

Head of Contact Centre & Branch Operations (Senior Manager)

Affliated to GreenPacket Berhad

From January 2010

Position Title (Level): Head of Contact Centre & Branch Operations (Senior Manager)
Specialization: Customer Service
Role: Others
Industry: Telecommunication

Work Description: Customer Satisfaction, Business Process Transformation, Lean Management and
Effective Retention Programmes

1. Analyse the service level in the Customer Service touch points (160 seats outsourced Contact Centre,
Social Media, Priority Services and branches) and strategize the KPI for achievement

2. Strategize the customer service quality tracking and performance monitoring for customer service touch

3. Manage the inbound feedback in relation to the below par customer service quality

4. Plan and manage the allocated budget in terms of human resource, training, 3rd party contract, reward and recognition

5. Review, plan and develop training documents with the appointed trainer

6. Review and improve the knowledge base and troubleshooting guide (for technical and non technical)

7. Review, write and audit the processes for the customer service touch points

8. Involved in the setup of knowledge base and customer experience index system

9. Designed call scripts, plan, execute and review the customer retention plans, effectiveness in save rate and reward program to both customers and staff

10. Reporting, plan and review the customer's loyalty program via electronic direct mailer (eDM), telephone
lead calls to Direct Sales Team and general Careline (for plans upgrade, downgrade and change)

Customer Contact Center Manager (Manager)

Samsung Malaysia Electronics (SME) Sdn Bhd

April 2005 - September 2009

Specialization: Customer Service
Role: Management
Industry: Retail / Merchandise
Monthly Salary: MYR 7,200
Work Description:

1. Manage the contact center and ensure to achieve monthly KPIs:
a) Call Response Ratio - 97%
b) Average Speed of Answer - 10 sec
c) Average Talk Time - 2.5 min
d) Happy Call (After sale service ) - 50%
5) Offline Warranty Cards Data Entry - To be cleared monthly

2. Planning and implementing contact center's daily schedule, monthly activities and courses for call center

3. Planning and implementing proper workflows for call center agents in terms of out of warranty claims,
product return policy, in-warranty procedures, call management and liaison with authorised service centers throughout Malaysia

4. Managing departmental's Product Value Information portal - Service Knowledge Portal (to provide
accurate, uptodate information on the service level and service activities for authorised service centers and ensure that company top down understand the working procedures as well as turn around time)

5. Provide accurate and uptodate voice of customers' report to the Management for immediate action

6. Oversee the renovation of the contact center, in terms of space planning, system upgrade and call center
agents' recruitment + training

Sales Support Manager (Manager)

F J Benjamin (M) Sdn Bhd BMI Division

January 2005 - April 2005

Specialization: Customer Service
Role: Management
Industry: Retail / Merchandise
Monthly Salary: MYR 3,500.00
Work Description:

1. Manage Service Centre (comprises of Technicians, Customer Service Officers and Despatch) handling
timepieces on the work repairment, spare parts inventory, delivery of repaired watches and sales of watch
straps. Communicate with walk-in customers and appointed watch dealers on the new pricing, repair works
status and up to date incoming brands

2. Manage Administrative (Timepieces) team daily/monthly sales reports to the respective Product Managers,
General Manager, Finance Director and CEO. Maintain daily administrative upkeep on the incoming new
timepieces brands and maintaining a decent inventory level for all brands (Guess?, Nautica, Nike Timing, Mark
Ecko, Bell & Ross, Girard Perregaux and Jean Richard)

3. Manage and supervise on the Timepiece boutique Watchzone (One Utama). Monitoring the sales
performances, inventory level and overall staff performances/well being.

Operations Manager (Manager)

Via Communication Networks (M) Sdn Bhd

July 1998 - December 2004

Specialization: Customer Service
Role: Management
Industry: Telecommunication
Monthly Salary: MYR 3,000.00
Work Description:

1. Set up new administrative and finance departments in the current
regional offices ; Penang, Ipoh, Melaka, Johor Bahru and Kuantan

2. Developed and implemented administrative and finance working

3. Devised a comprehensive working guide for the administrative
department in terms of office works V filing, documentation, letters and reporting procedures

4. Restructured the Customer Service Department to be more
customer-committed by introducing longer working hours based on two
shifts [including Saturday, Sunday and Public Holiday]

5. Planning and improvising careline working procedures, so that
quality service is ensured at all time

6. Assisted the top Management in terms of human resource planning,
recruitment and promotions

7. Integrated the various operating systems into a much more stronger and consolidated customer management system - an ongoing project

8. Initiated Customer Loyalty, Priority and Privileged Programs - an
ongoing project

9. Organised customers reward program as to ensure greater repeat
sales, whilst employing new marketing schemes to gain more new sales - an ongoing project

10. Collaborate with the R & D Department in terms of systems
preparation; mainly catering to the internal operational flow and external interaction with customers
[companys website and on-going technology revamp]

11. Involved in the companys processing of netphone billing statements

12. Research new business opportunities and prepare up-to-date report on on-going business development
related to Voice Over Internet Protocol VoIP) and Satellite Broadband - on-going project

13. Engage, equip and lead all branches - sales channels (including
resellers) with the appropriate training, tools and strategic
development for products/services modules

Qualifications & Certifications

University of Malaya

Public Administration

Universiti Malaya

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