Lee Sook May

Service oriented with a broad scope of experiences in hospitality environment. Keen ability to assess ineffectiveness areas of customer service and proposing effective solutions. Expertise in customer loyalty, relationship and value management. A positive, excellent interpersonal and communication skills with strong work ethic and ability to work under pressure while maintaining the high level of service required

Customer Service Manager - Cengild G.I. Medical Centre

(2025-11)

• Heading Customer Service team (lobby, VIP, feedback, operator and porter services).
• Monitor KPIs, guide team growth and ensure strong performance.
• Lead service improvement for Customer Service and hospital-wide support.
• Oversee complaints with full investigation and solution planning.
• Act as a bridge between patients and the hospital to resolve concerns.
• Analyse customer feedback and drive service upgrades.
• Monitor CSI and NPS to maintain high satisfaction results.
• Provide Customer Service training for all Cengild staff.
• Develop SOPs, policies and workflows for Customer Service, grievance processes and Patient Family Rights.
• Committee member of Environment, Safety and Health.
• Oversee outsourced housekeeping and perform joint inspections.

Covering Head of Customer Care and Experience (CCX) - Damansara Specialist Hospital 2

(2025-04 - 2025-10)

Customer Care and Experience Manager - Damansara Specialist Hospital 2

(2024-07 - 2025-04)

• Heading CCX of DSH2 in April 2025 (Lobby, VIP, Feedback, Operator)
• Strengthen support team goals, performance and growth (KPIs).
• Drive improvements across the Customer Care & Experience department, including complaint handling, customer feedback analysis, solution planning, CSI and NPS monitoring, and patient-focused service.
• Oversee Standard People Practice training and audits across the hospital.
• Established SOP, policies and workflow for Customer Care and Experience, grievance mechanism processes and Patient Family Rights as accordance to MSQH requirements and standards.
• Cross departments interaction and coordination to ensure streamline processes.

Assistant Manager Business Office Strategic Planning & Continuous Improvement (SP&CI) - Sunway Medical Centre

(2022-11 - 2024-06)

• Lead the SP&CI.
• Process Improvement in Business Office.
• Complaint management and investigation.
• Customers feedback analysis and propose solution.
• Promote patient care and customer satisfaction.
• Act as a patient liaison for Admission and Discharge (on ground)
• Inter department liaison - improve and create efficient workflow in between departments.
• Training, coaching and development of SP&CI team.
• Set KPI and evaluate team performance.
• Propose and implementation of new ideas

Client Relations Manager - Watson Property Group

(2021-04 - 2022-04)

• Promote latest products to clients.
• Presentation on products.
• Set up portfolio for clients.
• Build rapport and maintain relationship with clients.
• Achieve sales target (individual and team)

Cabin Supervisor - Emirates Airline

(2000-12 - 2020-08)

• Conduct briefing before flight.
• Assigned working position and smooth workflow.
• Evaluate performance and raised appraisal on crew members.
• On-job training and coaching.
• Ensure SOP and service delivery standards maintained and consistent.
• Lead and supervised Business and Economy class cabin.
• Build rapport and ensure customer satisfaction.
• Product and service enhancement.
• Problem solving and solution.
• Liaise with Ground management for service improvement.
• Leading team members from 7-12 crew members.

Flight Stewardess - Malaysia Airline

(1996-04 - 2000-09)

• Ensure SOP, grooming and service standards are adhered.
• Attentive to customer needs and request during flight.
• Promote inflight services and duty-free sales.
• Gather customer feedback and comments.
• Ambassador to Malaysia Airline
• Enhanced Inflight service

Diploma - Secretary Duties - Stamford College PJ (1995 - 1996)

SPM - Sijil Pelajaran Malaysia - Sekolah Menengah Taman Desa KL (1989 - 1993)