Experience:
MAXIS MOBILE SDN. BHD. Dec 2014 - Present
Backend Support (Jan 2017 - Present)
Processed projects acquired by the front office, managing databases, and
analyzing consumer trends.
Analyzed consumer trends using monthly transaction data, adhering to
SOP.
Presented analysis findings to management for strategic decision-making.
Provided support to customer service agents and resolved issues
promptly.
Managed case creation, updates, and closure in Ticketing CRM based on
customer submissions.
Coordinated end-to-end fulfillment processes, including appointment
scheduling and follow-ups.
Senior Customer Center Consultant (Dec 2014 - Dec 2017)
Built and maintained strong relationships with customer and vendor.
Interacted with customers via various channels including live chat,
WhatsApp, email, and inbound calls, addressing billing inquiries and
providing product information.
Conducted outbound calls to assist customers with technical
troubleshooting and provided education on first-level solutions.
Maintained accurate records and files using in-house systems and
customer databases.
Supported fellow agents in resolving customer issues and provided training
on processes.
Contributed to team success by achieving related goals and fostering
positive relationships with customers.
Assisted customers with sales submissions and ensured successful
completion of each transaction
SUDONG SDN BHD. Mar 2013 - Dec 2013
Senior Customer Care Officer
Resolved product or service issues by understanding customer complaints.
Provided information about Singtel Telecommunications products and
services.
Offered customer support and resolved technical issues via email, phone,
and other electronic channels.
Demonstrated discretion and independent judgment in assisting
customers and providing advice.
Assisted customers in selecting new devices and provided tracking and
activation information.
Achieved departmental and quality metrics.
Identified potential products or services based on customer needs and
provided recommendations to management.
Maintained client relationships by offering support, information, and
guidance, and researching new opportunities for improvement.
Processed customer orders accurately and efficiently in response to
various communication channels.
Ensured customer satisfaction by providing end-to-end support and
offering the best possible solutions.
Education:
MANAGEMENT & SCIENCE UNIVERSITY (MSU)
Diploma in Education (TESL)
Skills:
Troubleshooting
Telecommunications
Dependability
Flexibility
Customer Service
Project Management
Problem Solving
Tutoring
Analytical Skills
Decision Making
Critical Thinking
Management
Attention to Detail
Communication
Multi-Tasking
Additionally:
Proficient in maintaining and
organizing customer databases
for easy access to information.
Skilled in using data to drive
business strategies and enhance
customer experiences.
Excellent written and verbal
communication skills.
Committed to upholding high
customer service standards
across the organization.
Experienced in supervising and
guiding junior staff members.
Capable of developing and
implementing customer support
strategies.
Established thought leader in
customer experience and digital
innovation.
Prompt and accurate in
responding to customer
inquiries.
Provides effective support to
team leaders for goal achievement
