Over 5 years in multiple industries across Europe and Asia, experienced in working with both consumers and businesses.
|Last Resume Update||July 3, 2020|
|Address||Bukit Jalil, Malaysia|
Customer Success Specialist
Market: Europe (The Netherlands / Belgium / Denmark)
As a customer Success Specialist, I work closely with the European Customer Success Managers (remotely) on a day to day basis to support with our clients’ onboarding up until the event day.
These include (but not limited to) processing contracts, updating profiles and portals, administrative tasks to assist both the CSMs and the client to meet their deadlines, processing requests from the CSMs, engaging with the clients via email on any reminders or queries they may have. Other adhoc tasks include extracting data and preparing reports, building trackers - anything that I can do to help when necessary.
I also work with the Team Manager on improving / streamlining processes for the team when needed.
Customer Care Representative
Market: Malaysia / Philippines / Thailand (English speaking)
As a Senior Customer Care Representative in a POS system company, I worked closely and independently with the Support team. Tasks include inbound and outbound calls, emails, and live chats, queries ranging from general inquiries, account and billing, troubleshooting of the POS system (and hardwares), as well as at times, providing on-site support to the retailers.
The Support team work closely with the Customer Success team and the Development team, troubleshooting issues, spotting and reporting bugs on the system, and brainstorming on how or what we can do to solve the retailer’s issue or make the experience a good one (during bad times).
My role also included working with the QA team on correcting / adding information to our Knowledge Base for both internal and external use. I also worked with the Team Manager to evaluate and pitch in ideas on the current process, if changes should be made.
Market: Australia / New Zealand
The Travel Assistance Coordinator is also known as the Pre-Trip assessment desk. The main tasks in this role would be to perform pre-trip assessments with our clients and to activate their insurance coverage if they are eligible. I also handled client enquiries via inbound / outbound calls, and emails (general inquiries, claim inquiries, insurance policy renewals etc).
I also performed other adhoc duties for my team and other teams whenever required.
Customer Service Representative
As a customer Service Representative, my main tasks were to handle inbound / outbound calls, and emails. These include general inquiries on Travel Insurance policies, claims registration, claims statuses etc.
I also performed adhoc duties when required.
As a Senior Officer, I was placed under the Credit Card department Call centre. My main role was o handle inbound / outbound calls on product & promotion information, account and transaction enquiries etc.
Customer Service Representative
Market: Malaysia & Singapore
MYOB is an (IT) accounting system company.
This was contract based, to help with the surge in volume due to the implementation of Goods and Service tax in Malaysia.
My main role was to handle inbound / outbound calls and emails. These include general enquiries, quotations, basic guides on using the software, and escalating more complicated issues to the Support team.
Bachelor of Arts - Graphic design (Creative Advertising)