Customer Service Executive
Resume:
TAI HUEY MIIN
When passion and skill work together the end result is often a masterpiece
Contact Info
Address
:
No 98, 17/4 46400 Petaling Jaya, Selangor.
Mobile No
:
:
ac6x3b@r.postjobfree.com
IC NO
:
Date of Birth
:
19 September 1980
Age
:
35
Marital Status
:
Single
Gender
:
Female
Nationality
:
Malaysia
Educational Background
Highest Education
Level
:
Degree Honour
CGPA
:
2.71
Field of Study
:
Humanities
Major
:
Geography
Institute/ University
:
Universiti Sains Malaysia
Graduation Year
:
2004
Secondary Education
Level
:
STPM
Field of Study
:
Geography
Institute/ University
:
Sekolah Menengah Kebangsaan Lake
Employment History
1
Company Name
:
Universiti Sains Malaysia
Position Title
:
Research Assistant
Industry
:
Research/ Field Work
Date Joined
:
January 2006
Date Left
:
January 2008
2
Home Tuition
Date Joined
:
March 2004
Date Left
:
February 2010
3
Company Name
:
Parkson Grand Prangin Mall, Penang
Position Title
:
Promoter
Date Joined
:
October 2009
Date Left
:
February 2010
2 . Company Name
Vads Berhad
Position Title
Customer Service Representative
Industry
Customer Service
Date Joined
1 JULY 2010
Date Left
-
Additional Skills Skill
Proficiency (Fair/Good / Excellent)
Microsoft Skills ( Word, Power Point, Excel)
Good
Online Searching Skills
Communication Skills
Good
Good
Languages Proficiency
Spoken
Written
(0=Poor – 10= Excellent)
English
9
8
Bahasa Malaysia
9
8
Chinese
9
9
Employment History with Vads Berhad
1. Celcom Careline
Taman Tun Datuk Ismail, Kuala Lumpur.
Position Title : Customer Service Executive (Celcom Contact Center)
Position Level : Executive
Specialization : Customer Service Executive
Industry : Telecommunication
Duration : July 2010 – April 2012
Monthly Salary : RM 1400+ 300(Basic + Mandarin Allowance+ Transport Allowance)
Work Description:
1 year and 9 months as Careline agent where gained basic knowledge of Celcom product and broadband troubleshooting and assist customer from end to end.
To answer all customer interactions by phone on broadband/ technical troubleshooting.
Answers all customer interactions on a timely basis, takes accurate information, route to relevant parties if necessary for resolution, and to ensure timely response to the customers.
Meet daily and monthly KPI requirements.
Customer oriented and has the ability to work independently under minimum supervision.
Vads Berhad.
Level 11, Menara Celcom
Position Title : Quality Assurance Specialist (QAS)
Position Level : Quality Assurance Specialist
Specialization : Quality Assurance Specialist
Industry : Telecommunication
Duration : April 2012 – Jun 2014
Monthly Salary : RM 2648.00(Basic)
Allowance : NA
Work Description:
2 years experience in Quality Assurance department as QA Specialist (Celcom product, SD validation, Transaction Monitoring, and other ad hoc tasks.
Able to translate from English to Mandarin script for Telco products.
Conducting efficient and effective coaching for new and existing agents.
The major task is Transaction Monitoring (monitor Careline agent’s calls), validation of Service Delivery cases and conduct survey for Customer Service Index (CSI). Adhoc tasks includes FCR call back, floor audit, and test call.
2 Product & Soft skill Trainer
Aegis Malaysia Sdn Bhd
Symphony House,
Jln PJU1a/46,
47301, Petaling Jaya, Selangor
Position Title : Trainer (Celcom)
Position Level : Specialist
Specialization : Products & soft skills
Industry : Telecommunication
Duration : July 2014 – April 2015
Monthly Salary : RM 3000.00(Basic)
Allowance : NA
Work Descriptions:
• Conduct needs analysis to determine training needs of employees.
• Develop suitable training methods and programs.
• Conduct product-based and skill-based trainings.
• Perform post-training evaluation to access the effectiveness of training.
• Abe to conduct training in Mandarin, English and Bahasa Malaysia.
3 Quality Specialist Executive,
AIA Insurance Malaysia
Position Title : Quality Executive
Position Level : Executive
Specialization : Sales
Industry : Insurance & Sales
Duration : May 2015 – Mar 2016
Monthly Salary : MYR 3000
Allowance : MYR 700
Experience in Quality Assurance department as QA Specialist and validating sales calls.
Able to translate from English to Mandarin script for management needs.
Conducting efficient and effective coaching for new and existing agents.
The major task is Transaction Monitoring (sales), handling audit complaint investigation.
Majoring more on mandarin sales calls.
Involve in corrective and preventive action plan to increase sales revenue.
4 Customer Services Executive
Maxis Berhad
Position Title : Customer Services Executive
Position Level : Executive
Specialization : Inbound
Industry : Telecommunication
Duration : March 2016 – October 2017
Monthly Salary : MYR 4200
Allowance : MYR 200
Responsible to in charge inbound call
Ensure consistent delivery quality services to customer and handling calls from normal end customer
Follow up feedback, escalation within internal department and customers.
Transaction in accordance with customer instruction and in compliance with the company operational instructions
Additional Info
Preventive Monitoring Initiative
This project is initiated to establish a higher quality standard as the saying goes prevention is better than cure, the way we say it, prevention is better than recovery.
• Test Calls
It measures the confidence level and information accuracy of CSP in educating subscribers.
• Coaching
This session is to guide and lead new and existing CSP/ QA Team. In my interpretation of motivation, I define people engagement and continues coaching is important to develop CSP knowledge and quality customer service skills
• Training and Awareness
Constant awareness and regular training for CSP are given to ensure mastery of product, processes and exposure to new case studies.
• Self Enthusiasm
I have a good interpersonal and positive attitude.
Self-motivation and Enthusiasm.
I am committed and enjoy working with challenges and able to work with less supervising and independently.
Able to work independently as well as in a team.
Pleasant and mature personality with good interpersonal skills.
Well-organized, able to keep to tight deadlines and work under time pressure.
Willing to work on weekend, public holiday as and when required by the Management.
Self motivated with the ability to work unsupervised and able to work long hours.
Willing to travel
Additional Skills Skill
Proficiency (Fair/Good / Excellent)
Microsoft Skills ( Word, Power Point, Excel)
Good
Adobe Photoshop and Illustrator
Fair
Online Searching Skills
Good
Languages Proficiency
Spoken
Written
(0=Poor – 10= Excellent)
English
9
9
Bahasa Malaysia
10
10
Chinese
Willing to Travel : Heavy (>70%)
Willing to Relocate : Will Consider
Expected Salary : MYR 4800
10
10
References
Reference 1
Name: Justin Mok Boon Kai
Telephone No : 012*******
Position: Operation Manager
Company: Aegis BPO
References 2
Name: K. Sri Kribanandan
Telephone Number: 019*******
Position: Operation Manager
Company: Aegis BPO
References 3
Name: Navindran Sellamani
Telephone Number: 019*******
Position: QA Assistant Manager
Company: VADS BPO BHD
References 4
Name: Adrian Lee
Telephone Number: 012*******
Position: Team leader
Company: Maxis
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