Vsrs 9595

Accomplished individual with over 8 years of experience offering expertise in high-volume support environments, specializing in enhancing customer satisfaction and loyalty. Expertise in effective communication, problem-solving, and conflict resolution, with a proven track record of managing complex inquiries and providing empathetic support. Demonstrated leadership in training and onboarding new team members, fostering a collaborative environment that drives team performance.

Strong technical proficiency and adaptability in fast-paced settings, with a focus on process improvement and building positive customer relationships. Ready to leverage skills and experience to contribute to a customer-centric organization.

Senior Customer Service - Pionex Exchange

(2024-05)

• Efficiently manages high-volume customer support queues, ensuring rapid and accurate resolution of issues, which enhances customer satisfaction and loyalty while maintaining a positive brand image for company.
• Serves as the escalation point for intricate KYC, AML, account, and trade-related cases, effectively resolving challenging issues and minimizing potential risks, thereby safeguarding the integrity of customer accounts and transactions.
• Leads onboarding and training sessions for new customer service agents, equipping them with essential skills and knowledge, which boosts team performance and improves overall service quality.

Senior Customer Service Executive - Bitget Exchange

(2022-05 - 2024-05)

• Provided comprehensive technical support for the Bitget app, effectively identifying and escalating bugs to relevant teams, resulting in improved app performance and enhanced user experience.
• Delivered prompt and accurate support to users through live chat and email, ensuring timely resolution of inquiries and fostering positive relationships that increased overall customer satisfaction.
• Collaborated with internal teams to identify areas for enhancement, implementing strategies that significantly boosted customer satisfaction and streamlined support processes, leading to a more efficient service experience.

Customer Service Executive - Telecontinent Sdn Bhd

(2017-04 - 2022-04)

• Delivered compassionate assistance to patients in Singapore hospitals through phone calls, effectively addressing inquiries and resolving issues, which resulted in improved patient satisfaction and trust in the service provided.
• Efficiently handled patient inquiries and resolved issues with empathy, leading to a significant reduction in response time and enhancing the overall patient experience during their healthcare journey.
• Trained and guided new team members to uphold high service quality standards, fostering a collaborative environment that contributed to improved team performance and consistency in customer service delivery.

Bachelor of Business Administration - Business Administration - Quest International University Perak (2017)