Customer Service - Sport Direct - Sunway
(2025-02)
- Handled customer inquiries via e-mail and chat to ensure timely resolution and satisfaction
Customer Service Professional - UNIFI - Kuala Lumpur, Kuala Lumpur
(2024-11 - 2026-02)
- Deliver technical assistance for internet, phone, and TV issues, ensuring prompt resolutions.
- Manage customer requests for termination, relocation, and package modifications.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 45 customers each day as target is 28.
Customer Care Manager - Alliance Bank - Kuala Lumpur, Kuala Lumpur
(2014-12 - 2023-10)
- Identified and implemented process improvements enhancing customer and employee experiences.
- Ensured that all regulatory requirements were met throughout the complaint handling process.
- Provided guidance and support to junior colleagues when dealing with difficult cases involving multiple parties or technical complexities.
- Managed and escalated complex customer complaints to relevant stakeholders, ensuring timely resolution and maintaining service quality standards.
- Acted as the primary liaison between customers and internal departments, coordinating swift action on escalated issues.
Investigation Officer - Alliance Bank Berhad - Subang Jaya, Selangor
(2011-01 - 2014-12)
- Managed customer complaints and inquiries, ensuring timely resolution and follow-up.
- Collaborated with contact center staff to address issues, fostering effective communication and teamwork.
- Implemented process improvements to enhance customer service efficiency.
- Conducted briefing for new contact center staff on how to lodge request in CRM.
- Maintained detailed records of customer interactions to support data-driven decision-making.
Global Support Executive - HSBC Bank - Cyberjaya, Selangor
(2008-01 - 2010-08)
- Manage the communications with other department. Handle Client queries and escalations Monitor and complete query management system.
Guest Service Agent - Sunway Resort Hotel and Spa - Sunway, Selangor
(2008-01 - 2010-08)
- To answer all incoming calls quickly and efficiently and connect callers to the respective guest or department concerned;
- To take all wake-up call requests from guests or other dept. and to record accurately in the calltime sheet and process accordingly Handle all messages(text/voice/fax) for guests and process/relay/retrieve these messages effectively;
- To assist guests with their IDD/Collect/Credit Card/Ship calls and raise charge slips for overseas telephone calls assistance rendered for function rooms & the Business Centre;
- To be familiar with the paging procedures for : Public areas, Function rooms, Poolside, Outlets, Internal Paging System;
- To be familiar with emergency procedures for : Guest Trapped in Elevator, Guest Reported Sick, Fire Alarm, Bomb Threat, Crisis Management
