Customer Service Project
Resume:
Expected Salary :
MYR 11,000
Eng Seng Wee
Head, Customer Service at Maybank Shared Services Sdn Bhd
Experience
Education
Campbell University
Bachelor's, Cerf/Dip (2003)
Nationality
Malaysia
PR
Malaysia
Mobile No.
**********@*****.***
Age
36 years old
Location
Cheras, Kuala Lumpur
Experience
Jan 2015 - Jun 2016
(One and half years)
Jan 2009 - Dec 2014
(6 years)
Oct 2004 - Dec 2008
(4 years)
Head, Customer Service, CRM
Maybank Shared Services Sdn Bhd
Industry Banking / Financial Services
Specialization IT/Computer - Software
Position Level AVP/Manager
Role Unit Head
Monthly Salary MYR 9,152
Main Responsibilities
-Manage Customer Service team, supporting CARE and Call Center ePoint applications
-First contact point for the above application support, ensuring system uptime and problem resolution.
-Managing projects and enhancements related to the applications supported.
-weekly projects/ enhancements status tracking & reporting to upper management.
-handling audit issue, production issue, vendor engagement, disaster recovery, compliance projects, contract management and team resource allocation
Projects Involved
CARECRM 360 degree project
Role: ITPM
Duration: 6 months
Description: Retrieve and obtain all banking products & balances held by customer from various systems and display in CARECRM main page. This will provide better opportunity for customer service executive to perform cross selling of banking products to the customer engaged.
Main Role Description: Propose solutions available with cost estimation, present, recommend and convince upper management with solution proposed. Manage project timeline and issues arrised.
GST project -epoint & IVR
Role: ITPM
Duration: 1 year
Description: Ensuring epoint application complies with GST requirements.
Modules involved are bill payment function & outbound insurance process flows.
Main Role Description: Perform application impact analysis to define the project scope and changes required. Update project status and issues to management on weekly basis. Overcome risks and issues during the project execution.
Chip & PIN project
Role: Team Lead
Duration: 6 months
Description: This project is a compliance project where all the bank credit and debit card will be replaced by new card chipset where customer need to enter 6 digits PIN during card authorization. ePoint being enhanced to be able to reset customer PIN and perform first time PIN issuance.
Main Role Description: Advisory role ensuring project delivery acording to the plan.
Team Lead, Call Centre
Maybank Shared Services Sdn Bhd
Industry Banking / Financial Services
Specialization IT/Computer - Software
Position Level Senior Executive
Role Team Lead
Monthly Salary MYR 4,290
Main Responsibilities
-Study and analyst user requirement, provide suggestion and comment to business analyst to be able to achieve better objective.
-Study and revert to user on timeline required for the requirement proposed.
-Prepare technical specification.
-Develop/modify application using quality processes, tools and methodologies.
-Managing team resources to maximize the projects delivered.
-Conduct briefing before assigning task to team members.
-Work with business analysts and ensure compliance with policies/business rules.
-Support system testing.
-Maintain system documentation/system manuals.
-Coordinate software version and system configuration control.
-Comply with System Development Life Cycle.
-Perform data conversion and migration.
-Support and maintain system servers and database to be comply with IT security and audits.
-Ensure projects delivered on time.
-Organize meeting with other teams to discuss on project timeline, change requirements, resources and etc.
-Perform system migration/ cutover.
-Provide advice and guidance to team members.
-Support production issues/ complains.
-Attending project meetings which required enhancement or support related to epoint.
-Application (ePoint) enhancement (design & develop) and maintenance
-Maintain epoint and related applications in Unix server (Solaris 8)
-ePoint using Oracle 10g as database platform
-Create tables, views for ePoint application.
Projects Involved
ePoint Release 5 - Incorporate charge card and corperate card into epoint system
Role: Team Lead
Duration: 2 years
Description: This project enhanced epoint with charge card and corperate card functions so that CSE (customer service executive) able to handle calls related to these group of customers.
Main Role Description: Mainly participate in join development with vendors, perform SIT testing and UAT support, preparing test scripts and test plans. Organize daily review meeting with project team members to discuss and follow up on the timeline and defects raised. Resolve issues encountered throughout the project duration.Supervising team member development and testing progress.
ePoint Release 4 - Incorporate auto finance system into epoint system
Role: Team Lead
Duration: 1 year
Description: ePoint enhancement to enable auto finance functions by integrate to seperate systems.
Main Role Description:Join development with vendors, perform SIT testing and UAT support. Attend daily review meeting to discuss on defects raise and fixes required. Govern the SDLC processes.
Programmer, Call Centre
Malayan Banking Berhad
Industry Banking / Financial Services
Specialization IT/Computer - Software
Position Level Executive
Role Programmer
Monthly Salary MYR 2,300
Main Responsibilities
-Prepare technical specification.
-Develop/modify application using quality processes, tools and methodologies.
-Work with business analysts and ensure compliance with policies/business rules.
-Support system testing.
-Maintain system documentation/system manuals.
-Coordinate software version and system configuration control.
-Comply with System Development Life Cycle.
-Perform data conversion and migration.
-Support and maintain system servers and database to be comply with IT security and audits.
-Perform system migration/ cutover.
-Support production issues/ complains.
-Attending project meetings which required enhancement or support related to epoint.
-Application (ePoint) enhancement (design & develop) and maintenance
-Maintain epoint and related applications in Unix server (Solaris 8)
Projects Involved
ePoint Release 3 - Incorporate insurance system into epoint system
Role: Programmer/ Tester
Duration: 1 year
Description: Include insurance products functionalities into epoint system enabling Call Centre to sell insurance products as well as servicing customer calls
Main Role Description: Join development with vendors, perform SIT testing and UAT support
ePoint Archival System
Role: Tester
Duration: 6 months
Description : Include ability for epoint to perform archive and purge on selected tables records
Main Role Description: Test and ensure program delivered work as per functional requirement.
Enhancements
ePoint and IVR Response Time Statistics Report
Role: Programmer/ Tester
Duration: 2 months
Description: Generate matrix for application response time by hour as well as by seconds.
Main Role Description: Develop the program using Visual Basic 6.
Reason of Leaving: Seeking for better career opportunities and skills enhancement
Education
2003
Campbell University
Bachelor's Degree in Computer Science/Information Technology Malaysia
Major Mathematics and Programming(Cum Laude,CPGA >=3.5)
Grade Grade B/2nd Class Upper
2003
Tunku Abdul Rahman College
Advanced/Higher/Graduate Diploma in Computer Science/Information Technology Malaysia
Major Mathematics and Programming(Distinction, CPGA 3.5492)
Grade Grade B/2nd Class Upper
Skill
Advanced
ePoint
Intermediate
Oracle DB, PL/SQL, Unix, Visual Basic 6, Project Management
Languages
(Proficiency level: 0 – Poor, 10 - Excellent)
Language
Spoken
Written
Relevant Certificates
Chinese
Bahasa Malaysia
English
9
7
7
9
7
7
-
-
-
Additional Info
Expected Salary MYR 11,000
Availability One week notice in advance
Other Information
Highest Education Level
June 2003 - Campbell University
Degree of Bachelor of Science (Cum Laude,CPGA 3.5)
29 March 2003 - Tunku Abdul Rahman College
Advanced Diploma in Science (Distinction, CPGA 3.5492)
29 May 2001 - Tunku Abdul Rahman College
Diploma in Science (Distinction, CPGA 3.7375)
Recognitions
2002/2003 - Tunku Abdul Rahman College Book Prize Winner for Advanced Diploma in Science
2000/2001 - Tunku Abdul Rahman College Book Prize Winner for Diploma in Science
May 2001 - Tunku Abdul Rahman College Scholarship for Advanced Diploma in Science
Personality
Self Management - tasks prioritization
Effective Communications skills - able to present concepts clearly and concisely both written and verbally
Decision making, able to work under pressure, upholds integrity, highly self-motivated, resourceful, result-oriented, able to multitask, initiative, flexible and adaptable to change.
Relationship management - able to manage relationships with other system development stakeholders (e.g. system designers and business users) and provide feedback
Job Experiences
5 July 2003 - September 2004
Tunku Abdul Rahman College
Part Time Lecturer
Subjects: Pre-Calculus, Statistics, Database Development and Application.
Lecturing, tutoring, slides, preparation, setting and marking of assignments/tests/examinations.
Reason of Leaving: Seeking for career opportunities in IT sector.
Trainings
12-14 March 2007 Strategic Negotiation Skills (Maybank In-house Training)
20-24 June 2005 Oracle 9I PL/SQL (MCSB)
5th August 2005 S1 CRM Scripting Course (S1 Corporation (s) PTE LTD)
5th August 2005 S1 CRM IDE Course (S1 Corporation (s) PTE LTD)
About Me
Gender
Male
Address
A1-13-3A, Cheras Heights Condo, Jalan Bukit Cheras 18, Taman Bukit Cheras, Cheras, 56000, Kuala Lumpur
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