Resume

Sign in

Manager Customer Service

Location:
Petaling Jaya, Selangor, Malaysia
Posted:
November 06, 2018

Contact this candidate

Resume:

CONFIDENTIAL RESUME

PERSONAL PARTICULAR

Name : Shirley Liew Peik Yee

Age : 35

Address:Block A-13-5,Setapak Ria Condominium,Setapak, 53200 Kuala Lumpur. Contact No: 012-*******

Nationality:Malaysian

Education Background

1995-1999 Sekolah Menengah Convent Teluk Intan.

2000-2002 Diploma in Tourism Management in Syuen College. Working Experience

Agency Development Central Region( June 2018 to Sept 2018 )

(Manager) Hong Leong Assurance

● Assist in Central agency development and recruitment.

● In charge as liaison for agent mandatory training and CPD.

● In charge of ad hoc project and event organized by the company.

● Carry out ad- hoc duties as and when required by management.

● Managing and building relationships with our bank partner

● Driving partner satisfaction through understanding of customer needs and providing responsive service to customer issues.

● Handled the responsibilities of conducting research any solving problems

● Handling complaints

● Identify and generate sales for the department.

● Organizing Monthly meeting with agency leaders and generating sales for the company.

● To coach and guide the current team member.

Group Insurance ( June 2017 to May 2018)

(Assistant Manager)Tokio Life

● Develop Agency and Banca channel for group insurance.

● Liaison for recruitment in agencies

● In charge of the CPD hour and training for agency portfolio.

● Cross sell with general insurance division

● In charge of claim,credit control and policy endorsement between company and agent.

● Liase and attend meetings with other department function to perform duties and aid business and organization development.

● Carry out ad-hoc duties as and when required by management.

● Joint field for with agent for presentation.

● Educating agent and client on the product .

● Market conduct research and participate in product launching.

Market research studies and analyze the gap and client feedback with actuarial team.

Meet with clients to present campaigns and offer advice and strategies

Joint field force with branch manager and regional manager nationwide.

Managing campaign on social media

Customer Acquisition Department (December 2013 to June 2017)

(Assistant Manager)-Great Eastern

● Organizing monthly business meetings with GSM and relevant agency heads to grow production, recruitment, and profitability

● Organizing sales seminars & workshops to increase productivity

● Organizing recruitment seminars & activities and BOPs

● planning & conducting soft skills, sales & product training for agency force as well as organizing roadshows for new product launches and awareness campaign

● Liaise and attend meetings with other company functions necessary to perform duties and aid business and organisational development.

● Managing contest, event and promotion activity under the agency in nationwide.

● Assembles consumer rating reports by compiling, consolidating, formatting, and summarizing information, graphs, and presentations.

● Monitoring takaful and conventional insurance nationwide.

● Assist in agents' enquiries and provide sales support

● Participate in training related special projects

● Carry out ad-hoc duties as and when required by management

● Managing and building relationships with our bank partner

● Driving partner satisfaction through understanding of customer needs and providing responsive service to customer issues.

● Assist regional manager in daily task and assignment.

● Handled the responsibilities of conducting research any solving problems

● Handling complaints

● Identify and generate sales for the department.

● overseeing and developing marketing campaigns such as roadshow and collaborate with regional manager.

● conducting research and analysing data to identify the gap between the market needs

● Devising and presenting ideas and strategies.

● Promotional activities with collaboration with product team

● Organising events and product slides

● Updating databases with agency information.

● Coordinating internal marketing and an organisation’s culture

● Monitoring performance

(June 2012 to November 2013)

● Assist parents business in hometown

Customer Service (April 2011 to May 2012)

(Senior Executive)- Axa Affin General Insurance

● Responsible in managing the day to day work related activities of the staff that includes but is not limited to scheduling of work activities, ensuring that succession planning is started once the process is stabilized.

● This also includes the necessary duties needed when there is a need to hire new folks for the team and to oversee the necessary process from joining, confirmation and voluntary or involuntary separation

● Responsible in creating, updating and enforcing sustainable targets to the team in respect of the handling time, productivity, and quality whichever is applicable for the process.

● Monitor the team's performance on the production to make sure that the team stays on schedule and meets their performance metrics.

● Proactively handle escalated cases and ensure complaints are resolved, where possible, and logged in accordance with business policy.

● Monitor policy issuance and ensure smoothness in term of branch operation.

● Handled the responsibilities of conducting research any solving problems

● Responsible for assisting clients on account information

● Handled the tasks of conducting trainings and providing support to other areas as required

Customer Service Department (October 2007 to March 2011)

(Senior Executive)-AMLIFE & GENERAL

● Responsible for working as investigator for agent misconduct and misappropriation.

● Responsible for investigation and interviews of all parties to determine if there is any fraud.

● Responsible preparing report to CEO to disseminate to all parties.

● Done various other duties as assigned.

● Liasing with bank Negara,FMB and all related parties.

● Assisting my manager on case investigation.

● Responsible for analyzing some valuations.

● Plans, manages, and coordinates risk and insurance programs of establishment to control risks and losses.

● Assisting in Anti Money Laundering training slides and documentation preparation.

● To check on current framework to comply with bank Negara.

● Preparing report for Risk and Management Board of director

● Performed various desk reviews.

● Bring together the discrepancies that are deemed inaccurate

● Delegated suggestions and duties to other team members regarding opportunities for improvement in work-related tasks and processes

● Creation of documentation for implemented processes.

● Training coordinator of the department.

● Communicates with other departments and management to resolve problems and expedite work.

Prudential Services (March 2003 to September 2007)

( Customer Service Executive)

● Assigned the tasks of providing product knowledge to clients

● Handled the responsibilities of conducting research any solving problems

● Responsible for assisting clients on account information

● Handled the tasks of conducting trainings and providing support to other areas as required

● Consulted with customers to analyze business requirements and convert requirements into product and service solutions

● Responsible for offering telephonic help as well as delivering customer satisfaction surveys

● Assist on underwriting, policy administration and premium control and endorsement department.

● Assist in claim enquiry.

● Provided training to new employees and internal/external clients on product information.

● Analyze training needs and facilitate training programs for the new staff.

● To coach, lead and inspire the team to achieve service excellence.

● To handle and resolve complex customer enquiries or complaints escalated from staff when necessary.

Skills:

LANGUAGE

Spoken Written

English Excellent Fair

Bahasa Malaysia Excellent Excellent

Mandarin Excellent Fair

Cantonese Excellent Fair

● Enjoy rapport building and customer interaction.

● Professionalism and confident.

● Target driven and self-motivated.

● Strong persuasive skills.

● Excellent communication, interpersonal, organizational, and leadership skills

● Able to work in a highly dynamic environment and able to multi-task.

● Good in negotiation.

● Knowledgeable in General and Life Insurance

Achievement and Participation

● Having attend workshop in COPC and Customer Excellence workshop in year 2005.

● Attend Managing Difficult Customer workshop in year 2007.

● Winner for the Perfect Attendance in year 2007.

● Winner for the Most Star Quality staff in year 2008.

● Winner for excellent service staff in year 2008 twice.

● Completed life Insurance examination in year 2009.

● Attend seminar on thinking of effective people in year 2010 Reference

Will be provided upon request.

Expected Salary

Rm8500



Contact this candidate