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Customer Service Executive

Location:
Kuala Lumpur, Malaysia
Posted:
September 06, 2018

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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

:

012-*******

Email

:

ac6x3b@r.postjobfree.com

IC NO

:

800***-**-****

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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