Customer Service Manager

JUVINA LEE

Personal Particulars & Preferences

Date of Birth : 12 March 1984

Address : *** ***** **** **.

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

Contact Number : 985-***-****

Nationality : Malaysia

Gender : Female

Social Card No. : ***-**-2153

Possess Own Transport : Yes

Expected Monthly Salary : $2500

Availability : Immediate

Employment History

1. Nextel Malaysia Jul 2007 - Aug 2008

Position Title : Customer Service Executive

Specialization : Customer Service

Role : Supervisor/Team Lead

Industry : Telecommunication

Monthly Salary : $ 2500

Work Summary :

• Answer phone calls professionally regarding our products.

• Help and guide them step to step till their problems are solved and to return our clients call if we can't solve it there and then, as certain problems need to be discussed with our other departments, and at times a technician has to be send out to resolve the problem.

• Filling out complaint forms every time a customer complains. Forms will be handed over to the QC Dept.

• Process orders, forms and applications

• Follow up customer calls where necessary

• Complete call log

• Produce call reports

• Attend weekly training at Green Packet, for our new product. I was assigned as a facilitator.

• Will have to train and explain, all the information given by Green Packet, back to our new agents for our Broadband’s Dept. of Customer Service.

• This Company works closely with Green Packet, Packet-1 & TM Berhad.

2. Citibank Malaysia Jan 2007 - July 2007

Position Title : Corporate Teller

Specialization : Banking/Financial Services

Role : Corporate Banking

Industry : Banking / Financial Services

Monthly Salary : $ 2000

Work Summary :

• receive and count working cash at beginning of shift

• identify customers, validate and cash checks

• accept cash and checks for deposit and check accuracy of deposit slip

• process cash withdrawals

• perform specialized tasks such as preparing cashier's checks, personal money orders, issuing traveler's checks and exchanging foreign currency

• perform services for customers such as ordering bank cards and checks

• receive and verify loan payments, mortgage payments and utility bill payments

• record all transactions promptly, accurately and in compliance with bank procedures

• balance currency, cash and checks in cash drawer at end of each shift

• answer inquiries regarding checking and savings accounts and other bank related products

• attempt to resolve issues and problems with customer's accounts

• initiate and open new accounts

• explain, advise on and promote bank products and services to customers

3. Zeltrans Sdn Bhd Jun 2005 - Jan 2007

Position Title : Call Centre Executive/English Language Facilitator

Specialization : Customer Service

Role : Call Centre Executive

Industry : Call Center / IT-Enabled Services / BPO

Monthly Salary : $ 2500

Work Summary :

• This company in an outsourced call company. We deal with mainly US, Canada and all around the globe. It`s an IT company dealing with customers directly.

• Attend phone calls, attending live chats on our site and also sending out e mails to assist our customers solve their problems as soon as we can.

• To also go through all the e mails sent out. Check on their English and also go through the centre's agents' conversation

• liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues

• Co-ordinate a time table for all agents to attend English training an hour before their shift begins or an hour before their shift ends..

• Correcting their English grammar, spelling, as well as their slang as they are to attend customers from foreign country.

• Train agents about any changes on our website as well as our product

• To make sure that all the servers running perfectly, otherwise will contact the HQ in Canada to sort out the problem which occurs.

5. Marriott Malaysia March 2003 - Mac 2005

Position Title : Front Office Executive

Specialization : Hotel Management/Tourism Services

Role : Front Office

Industry : Hotel / Hospitality

Monthly Salary : $2300

Work Description :

• Using Visual One as our hotel’s operating system

• Manage operation of the Front desk including Cashier.

• Review room availability status, room blockage and special requests on a daily basis through working closely with Reservations Manager and liaise on all groups and FIT movements

• Handling reservations & room coordination (either walk-in or through call)

• Courteously resolve customers complaints & problems

• Carry out customer special request/services

• Monitoring and recording incoming/outgoing customers

• Work with Housekeeping and Engineering on daily operations regards to guestrooms and status

• Telephone services

• Assists the Front Office Manager and Duty Manager in supervising a team of front office agents ensuring prompt, professional and efficient operations at the front desk.

• Handle guests complaints and review compliments

• Lead the team in providing a superior level of guest service to delight guests and to gain their loyalty.

• Uphold hotel policies and procedures.

• Train staff on standards and customer relations.

• Assists in all front office related functions

6. Tadika Molek Jan 2001 - Jan 2003

Position Title : Admin Asst / Teacher

Specialization : Education

Role : Kindergarten Teacher

Industry : Education

Monthly Salary : $ 1500

Work Summary :

• Teach basic skills such as color, shape, number and letter recognition, personal hygiene, and social skills.

• Instruct students individually and in groups, adapting teaching methods to meet students' varying needs and interests

• Read books to entire classes or to small groups

• Confer with parents or guardians, other teachers, counselors, and administrators to resolve students' behavioral and academic problems.

• Meet with parents and guardians to discuss their children's progress, and to determine their priorities for their children and their resource needs

• Maintain accurate and complete student records, and prepare reports on children and activities, as required by laws, district policies, and administrative regulations

• Collaborate with other teachers and administrators in the development, evaluation, and revision of kindergarten programs

• Prepare, administer, and grade tests and assignments to evaluate children's progress

• Perform administrative duties such as assisting in school libraries, hall and cafeteria monitoring, and bus loading and unloading

• Attend staff meetings, and serve on committees as required

• Select, store, order, issue, and inventory classroom equipment, materials, and supplies

Educational Background

Diploma of Education/Teaching/Training

Major : Early Childhood Education

Institute/University : Global TESOL Canada & British Council Penang, Malaysia

Graduation Date : August 2005

Professional Certificate of Hospitality/Tourism/Hotel Management

Major : Front Desk Operation Management

Institute/University : Sunway College & Bluemountains Hotel School, Malaysia

Graduation Date : March 2003

Certification

International TESOL License (2005)

Certificate in Hospitality/Tourism management (2003)

Certificate of Proficiency in English (2002)

Skill Years Proficiency

MS Office >5 Advanced

Fidelio, Visual One >5 Advanced

Teaching Bahasa Melayu >5 Advanced

Playing the piano & guitar >5 Advanced

Teaching English >5 Advanced

Translating >5 Advanced

Additional Info

* Internet savvy

* Good knowledge in Fidelio & Visual One (Hotels)

* Experienced many different job scopes, PR, Education, Customer Service, Training & Development as well as Sales & Marketing, which provides me the confidence, at the same time these experiences helps me cope faster even if I have or choose to work in a new or different environment.

COURSES ATTENDED:

* 1997-2001 - Royal Malaysian Police Force. Attended all camp, Government Law & Act Classes, Training, Survival/defense, Fitness & Firearm

PERSONAL STRENGTHS:

* Leadership charisma

* Dynamic team player

* Sense of responsibility

* Highly inquisitive

* Creative and resourceful

* Excellent skills in communication and collaboration

* Fast learner

References

1. Name : Thomas Rosegrant

Position : Vice President

Company : Superior Energy

Telephone : 504-***-****

2. Name : Jody Nguyen

Position : Housewife

Telephone : 985-***-****

Contact this candidate