Benny Cheah

With over a decade of experience in customer service, I have developed strong leadership capabilities and a results-oriented approach that would align well with your mission of making business awesome for everyone. I am particularly excited about the opportunity to work in a dynamic environment where collaboration and continuous improvement are valued.

Assistant Complaints Manager

September 2024-October 2025

AIG / Zurich CoverMore, Malaysia

• Handling operations-wide complaints including root cause analysis & letters of communication for Australia and New Zealand complainants, including those from the Emergency Medical Assistance, Customer Service, Claims and Direct Marketing departments that serviced travel & personal accident insurance policies.
• Supervising, training, and guiding staff on the complaints process, including escalation processes to in-country Australia & New Zealand teams.
• Reporting & rostering functions for monthly complaints.

Customer Service & Support

2022-2024

AIG, Malaysia

• Acting as a Third-Party Administrator (TPA) role a outsourced call centre in Manila, Philippines working with a team of 30 plus people that serviced the same travel insurance and personal accident policies as the former Malaysia team.
• The role required real-time monitoring, auditing, training, feedback, guidance, ensuring SLAs & quality standards are met by the Manila team remotely via the Genesys cloud application, NPS and CSAT
• In addition to the above, I have also audited voice calls from the Qantas travel insurance policies sold for Australia & New Zealand customers, that included medical assessments for Existing Medical Conditions.

Customer Service & Support

2019-2022

AIG, Malaysia

• Unprecedented workloads and processes occurred just before and throughout the COVID-19 pandemic saw new work processes implemented with the management of the team shifting from office to work from home in a short span of time. 
• These challenges included the shift from managing the team in-office to remote, monitoring of relevant tasks, productivity reporting, training of recently inducted staff & supporting the team mentally throughout this "era".
• Collaborated with a global team in the migration from the Avaya Call Management System (Avaya CMS) & NICE recording to Genesys Cloud (for voice, email, and reporting).

Customer Service & Support

2017-2019

AIG, Malaysia

• Coaching supervisory team members for medical assessments, claims first notification of loss & policy servicing.
• Coaching also required familiarity with the NICE recording application.
• Monitoring team performance through data extracted from the Avaya Call Management System (CMS), subsequently synthesizing this information to generate insightful reports for both the team and management.
• Handling of escalated customer inquiries or complaints, solving of operational issues, and collaborating with other team members to streamline processes (e.g. creation of Outlook templates, instant drop down repeat use signatures, and canned responses)
• Expanded role include servicing Singapore travel insurance policies for AIG Direct, Singapore Airlines, Jetstar Airlines and MasterCard travel, purchase, and price protection policies. This role required undertaking two exams at the Singapore College of Insurance for Personal General Insurance (PGI) and Basic Insurance Concepts and Principles (BCP) in Singapore in one sitting.

Customer Service & Support

2014-2017

AIG, Malaysia

• In addition to medical assessments, servicing expanded to travel insurance, personal accident policy & claims servicing.
• Expanded skills to include use of GOALS (AS400), EMMA (an application used for personal accident policy servicing) and Salesforce for selected Australian university policyholders. 
• First level handling of escalated customer inquiries for complaints.
• Policies serviced included travel insurance policy and first notifcation of loss claims servicing for Jetstar Airlines, Singapore Airlines, Emirates Airlines, Greyhound Bus lines, Air North Airlines, Expedia, Auckland Savings Bank (ASB), Bank of New Zealand (BNZ), Westpac (NZ) Bank, in addition to 20,000+ personal accident policies from Australia.

PreTrip Assessment Desk

2013-2014

AIG, Malaysia

• Supervising, training and guiding staff on the medical assessment process including escalation processes to the medical team.
• Expanded responsibilities included working with a team of other supervisors rotating between Australia and New Zealand shifts, mailbox delegation & authorization of payments made in the MasterCard Merchant portal.

Pre-Trip Assessment Desk

2011-2013

Chartis / AIG, Malaysia

• Serving Australia and New Zealand customers for over-the-phone medical assessment screenings.
• Products serviced included travel insurance through AIG Direct, Good2Go Travel Insurance, Bank of New Zealand, Westpac Bank and ANZ Bank.
• Requirements for this job included familiarity with the Liberty database, Healix / Verisk online screening tool (risk based medical screening tool), Mastercard Merchant payment portal, Outlook, and Word. 
• Understanding of medical terminologies & correct pronunciations was crucial to this role.
• Co-ordination with the local medical team as & when required.

Rayford Migration Services

2010-2011

• Immigration Coordinator for Australia, New Zealand and Canada.
• Familiarity with the visa application processes for the above countries, with customers face-to-face, over the phone and via email.
• Attendance was required at the Australian High Commission in Kuala Lumpur, Malaysia as & when necessary.
• Marketing role - seminar presentations for potential clients on a weekly basis (usually on weekends at selected hotels around Kuala Lumpur).

Lyndon Sayer-Jones & Associates, Sydney, NSW.

Entertainment / Intellectual Property and Migration Law Firm

Jan 2005 - Jan 2006

• Immigration Coordinator for Australian visa applicants, taking on case files & arranging applications directly at the Sydney office of Department of Immigration and Multicultural and Indigenous Affairs (DIMIA).
• Trade promotion permit application co-ordinator for various Australian medical companies.

Australia Post, Parramatta, NSW

Jan 1997 - Jan 1998

• Data entry using AS400 system.
• Familiarity with Microsoft Word & Outlook required.
• Processing of financial invoices.

  Scrutinizing financial invoice figures.

West Ryde Primary School, NSW, Australia

1986-1992

Rooty Hill High School, NSW, Australia

1993-1998

University of Western Sydney, NSW, Australia 1999-2002

Bachelor of Commerce with major studies in Marketing

University of Western Sydney, NSW, Australia - 2003-2004

Bachelor of Laws

College of Law, NSW, Australia - 2004-2005

Graduate Diploma in Legal Practice