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WiseCustomer Support Team Lead (APAC)
Sep. 2022Bangsar, Kuala Lumpur · Hybrid- Lead a customer support team of 15 in APAC region (KL office) to streamline inquiry and complaint management, driving operational excellence and customer satisfaction.
- Motivate and guide the customer support team, fostering a culture of continuous improvement and
- Devise customer feedback analysis strategies to identify service gaps and implement targeted training
- Facilitate cross-functional collaboration to achieve a comprehensive understanding of product updates
and support requirements.
- Lead the development and execution of quarterly objectives and key results, focusing on customer
satisfaction and operational targets. Significant Achievements:
- Led the first team of 12 customer support in the Kuala Lumpur office to be able to meet the KPI
standards set by the department within the first 6 months and able to maintain it to this date.
- Construct a task force plan and team to help under performers meeting their KPI for the team-
Jun. 2022 - Sep. 2022Federal Territory of Kuala LumpurAmidst the challenges posed by the COVID-19 pandemic, a significant life event unfolded. In summary, I embarked on a break to assume the role of a caregiver for my mother, who was recuperating from post-COVID complications that eventually led to the diagnosis of a heart condition, exacerbated by pre-existing health conditions. I learned a lot how to take care of an elderly that requires physical help and support. This also teach me empathy and how to be resilient. On a positive note, this experience afforded me valuable insights into the intricacies of caring for an elderly individual requiring physical assistance and support. Additionally, I utilized my free time to enhance my culinary skills and delve into the realm of financial markets, aligning with my interest in the subject.
Career BreakHealth and well-being
Apr. 2018 - Aug. 2018Federal Territory of Kuala LumpurI experienced a minor slip disc that temporarily restricted my movement. I seized this opportunity to explore alternative remedies to facilitate my recovery before resuming work.
Amber Pro Solutions (M) Sdn BhdCustomer Support Team Lead
Feb. 2019 - Jun. 2022Jalan Ampang, Kuala Lumpur · On-site- Managed and developed a customer support team of up to 20 in a dynamic environment, increasing
efficiency and promoting upwards growth within the company.
- Designed strategic workforce management across the customer support division to optimise resource
allocation and service delivery.
- Implemented customer service quality assurance frameworks to benchmark and elevate team
- Developed new hire training schemes, reducing average onboarding time by 20% and expediting
- Optimised scheduling and forecast headcount requirements to anticipate and meet seasonal demand
- Led critical internal process improvements, initiating measures that contributed to a 15% increase in
team efficiency. Significant Achievements:
- Coached and trained three senior agents to become Team Leads, leading to their promotion and
enhancing leadership capabilities within the team
- Conceptualized and led a hiring initiative that expanded the language department, enabling 24/7 market
coverage and increasing support scalability.
- Introduced a Workforce Management (WFM) structure that improved operational efficiency by 50%,
achieving smoother daily operations through optimised shift patterns.
- Established a new unit to optimise the service operation.
Amber Pro Solutions (M) Sdn BhdCustomer Support Agent
Aug. 2018 - Feb. 2019Jalan Ampang, Kuala Lumpur · On-site- Assisted customers through various channels as part of a team, enhancing company reputation by delivering high-quality support.
- Facilitated team's adoption of technological tools for improved customer interaction tracking and
- Pioneered a structured mentorship program, enhancing the professional development and productivity
of new agents.
- Coordinated skill enhancement workshops focused on advanced customer service techniques and
- Leveraged real-time data analytics for dynamic team performance management and quality service
- Orchestrated knowledge-sharing sessions to maintain high support standards and current industry
AIAAIA Life Planner
Apr. 2018 - Apr. 2019Kuala Lumpur, Malaysia · HybridLife Insurance & Investment-linked (+Takaful, PRS) - Do financial health review for clients
- Assist clients on financial needs by analysis their information
- Provide the best financial solution based on client's need
CIMBContact Center Consultant
Aug. 2015 - Apr. 2018Kerinchi, Bangsar, Kuala Lumpur · On-site- Served as the frontline liaison for CIMB Bank, handling complex banking and credit card inquiries and
improving first call resolution rates.
- Conceptualised and implemented customer-centric solutions to streamline banking experiences and
- Navigated complex customer inquiries, ensuring accurate and regulation-compliant responses that
- Developed and maintained a comprehensive understanding of banking products, leading to more
informed customer engagements.
- Established a systematic feedback loop with the back-end team to resolve escalated cases efficiently and
- Maintained meticulous customer profile records, safeguarding personal information and supporting
U MobileCustomer Service Associate
Sep. 2014 - Jul. 2015Jalan Sultan Ismail, Kuala Lumpur · On-site- Provided comprehensive customer support for U Mobile Mass Customers, offering solutions and
escalating cases effectively to maintain service excellence.
- Delivered consistent, high-calibre customer service for a major mobile telecommunications provider,
ensuring resolution and satisfaction.
- Efficiently managed and escalated issues to back-end teams, enabling prompt resolution of complex
- Contributed to the team's goal of first call resolution by providing authoritative guidance on
- Enhanced customer loyalty by accurately addressing billing and service queries in a fast-paced
- Recommended improvements based on customer interactions, driving forward service innovation and
upticks in satisfaction.
Mar. 2014 - May. 2014Jalan Ampang, Kuala Lumpur · On-site- Drove sales initiatives for AXA AFFIN LIFE INSURANCE by engaging Citibank clients through outbound calls, improving product awareness and achieving sales targets.
- Executed targeted sales strategies to introduce and promote insurance products, resulting in measurable market penetration growth.
- Educated potential customers on insurance coverage options, underlining benefits and aligning with their needs.
- Persuasively communicate product value, contributing to the team's achievement of ambitious sales
- Captured and recorded customer information precisely, ensuring data integrity for future follow-up and conversion.
- Collaborated with colleagues to refine sales tactics, sharing best practices and insights for continuous
TGV CinemasCustomer Service Officer
Jan. 2012 - May. 2012Kepong, Kuala Lumpur · On-site- Handle petty cash at the ticketing box and food beverages section
- Supervise and report on any technical problem occurs
- To coordinate the customer in order and timely manner
- Responsible of the inventory