Customer service associate

RESUME

Last updated: *th Feb ****

PERSONAL PARTICULARS

Name : Gerald Andrew Pang Hin Kong

IC No. : 920***-**-****

Gender : Male

Age : 29 years old

Mobile No. : 018*******

Email : *.**********@*****.***

Address : No 39, Jalan Mahagoni 4D, Seksyen 4, Bandar Utama, 44300, Batang Kali,

Selangor

Willing to travel : Yes

EDUCATION BACKGROUND

Highest Education

Level : Bachelor's Degree (Hons) Current CGPA : 3.70/4.00

Field of Study : Chemical Engineering Technology (Industrial Biotechnology)

University : University Malaysia Perlis (UniMAP) Graduation : Oct 2016

Final Year Project : Selection of the most polymorphic single decamer primers for Random

Amplified Polymorphic DNA (RAPD) of selected Harumanis mango in Perlis

Scholarship : Honda Dreams Fund

Industrial Training : RD&I department, Akzo Nobel Paints (Malaysia) Sdn. Bhd.

2nd Highest Education

Level : Sijil Tinggi Peperiksaan Malaysia (STPM) CGPA : 2.90/4.00

Field of Study : Chemistry, Biology, Pure Mathematics

Institute : Sekolah Menengah Kebangsaan (SMK) Kuhara Graduation : Dec 2011

SKILLS AND STRENGTH

Engineering and Technology Skills :

Experienced in handling basic plant molecular biology and genetics operations, particularly in genomic DNA extraction as well as gel documentation system analysis

Understood the basic engineering concept and applications involving fluid mechanics as well as mass and energy balance

Skills acquired during Industrial Training :

Familiar with the basics of Decorative paints and High Performance Coatings (HPC) paints

Performed colour matching projects based on colorimetric graph and visual assessment

Supervised the whole paint manufacturing process (full and half-supervision for plant trials)

Work experiences:

Technical Support Executive / Specialist - Complaint (SCICOM, Sep 2016 – May 2017)

Provide remediation to complaint cases which demanded great deal of soft skills

Provide solutions to various technical cases through detailed verbal and written explanation

Participate in project content upgrades, initializing and implementing case management procedures, processes and creation of reports through in liaising with clients as well as managing information distribution to ensure a smooth process flow

Confidence in social networking while working both independent and in groups professionally

Ability to handle warm-transferred calls

Customer Service Associate – L1 (Shopee Malaysia, June 2017 – July 2019)

Act as interface between buyer and seller, setting realistic expectations, resolving fulfilment related problems and providing support to customer ensuring high level of satisfaction

Supported “Dual team” - inbound, outbound calls and emails at the same time

Cross support calls and emails to assist on interdepartmental queries to ensure a smooth process throughout the organization, such as Content, Logistic, Payment, Business Development and etc.

Involvement in pilot phase of newly suggested process flow to test for implementation feasibility

Familiar with Zendesk and Salesforce

Awards

-Best CS Team (June 2018 and August 2018)

-Best CS Email Agent (September 2018)

Customer Service Associate – L3 Escalation (Shopee Malaysia, July 2019 – Sep 2019)

Act as interface between L1, L2 agents and managerial department

Resourcefulness and flexibility in dealing with ad-hoc tasks

Primarily handle escalations, manager callbacks and service recovery cases

Manning of respective escalation queues, backlogs and meeting key performance metrics

Communicate effectively and accurately when communicating with users & stakeholders

Assist Team Leader to manage daily floor support (Active monitoring of real time CS performance and initiate appropriate troubleshooting measures, support and coach new agents, arranging daily lunch schedule)

Operation - Content (Shopee Malaysia, Oct 2019 – Present)

Act as interface between L1 agents and Business Development department

Real time live streaming quality checking and quality assurance

Providing support to part time employees

Cross supporting promo and pricing team for campaigns related requests

To take on ad-hoc projects/assignments when required

Adhere to daily listing review KPI

Software and Computer Knowledge :

Proficiency

Excellent

Good

Fair

AutoCAD 2007

/

JMP Software

/

SuperPro Designer v 8.5

/

Corel VideoStudio 12

/

Languages and Dialects :

Proficiency

Spoken and Written

Excellent

Good

Fair

English

/

Malay

/

Mandarin

/

Cantonese

/

CO-CURRICULAR ACTIVITIES AND ACHIEVEMENTS

Champion in District Level Mandarin Prepared Speech Contest by Toastmasters (2007, 2008)

Awarded with Pelajar Cemerlang Ko-Kurikulum Unit Sokongan Bahasa Peringkat Negeri in 2009 for English Parliamentary Style Debate and Mandarin Poem Recital

Completion of Honda Dreams Fund – Dare To Dream Workshop by ProActive Training in 2011

Master of Ceremonies for Installation/Outstallation night of Interact Club, Tawau in 2011

Participation in Biotalent Summer Camp by BiotechCorp, 2014

Participation in Shopee Got Talent, 2017

REFERENCES

Name : Dipl. Ing. Siti Aminah bt Mohd Hassan

Position : Industrial Training Coordinator

(Biotechnology Industry)

E-mail : ************@******.***.**

Name : Mr Ahmad Mukhlis Abdul Rahman

Position : Senior Lecturer

(Final Year Project supervisor)

E-mail : *******@******.***.**

Internship

Name : Mr. Tang Ju Xian

Position : Senior Chemist – Akzo Nobel Paints

Tel : 601******** (HP)

Scicom

Name : Mr. Emmanuel Samuel Ommen

Position : Trainer – Scicom (MSC) Berhad, Huawei

Tel : 601******** (HP)

Shopee Malaysia

Name : Ms. Yvonne Teo

Position : Project Manager – Shopee Malaysia

Tel : 447********* (HP)

E-mail : ******.***@******.***

Name : Mr. Ahmad Irwan

Position : Team Leader – Shopee Malaysia

Tel : 601******** (HP)

E-mail : *****.*****@******.***

Name : Mr. John Lim

Position : Team Leader – Shopee Malaysia

Tel : 601******** (HP)

E-mail : ****.***@******.***

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