Summary
Looking for a suitable customer service position with an ambitious and high profile company
within my chosen field that will challenge me and allow me to use my education, skills and
past 10 years experiences in a way that is mutually beneficial to both myself and my employer
and allow for future growth and advancement.
Education
Human Dynamic Center,Penang Mar 2011
Professional Certificate in Customer Service Skills Training | Malaysia
• Major Customer Service
• Grade Pass /Non-gradable Completed five modules of customer service training.
Topics included how to :
• Greet transfer and hold calls
• Build rapport, listen, clarify and manage conversational flow
• Manage upset customers, conflicts and challenging situations
• Deliver outstanding service, exceed expectations and build long-term loyalty
• Work in teams and in a self-directed environment
SMK Raja Tun Uda, Penang Dec 2004
Primary/Secondary School/SPM/”O” Level in Sciences | Malaysia
• Major : Sciences
• Grade : Pass
Experience
Convergys Malaysia | Dell Global Business Center | Penang, Malaysia Position: Client Technical Support Associate ANZ Jul 2015 – Present
• Answering and responding to customer calls and mails relating to their technical issues
• Diagnosis & Troubleshoot via telephone, computer system, servers/storage & software system within standard time frames
• Recognizes, troubleshoots and analyzes problems, recommend solutions and drivers to root cause
• Desktop and laptop applications and troubleshooting technical problem to solve
customer issue.
• Escalation of issue to product support team and technical support manager in order to resolve
Standard Chartered Bank | Kuala Lumpur, Malaysia Dec 2012 – May 2015
Position: Service Quality Specialist -Singapore Inbound
• Attend to Singapore inbound calls inquiries over a full range of consumer financial
• Products and services handle call professionally and provide accurate and timely info,
alternatives and solutions to customers on products and services
• Ensure relevant processes and policies are adhered to an implemented accordingly
and find out the difficulties that operation locations are having with current processes.
Rapid Penang Sdn Bhd | Penang, Malaysia Nov 2009 – May 2012
Position:Customer Service Assistant – Communication Department
• Attend inquiries on customer needs product support and provide information about
Rapid Penang Sdn Bhd public bus transportation.
• Provide customer’s feedback to respective business partners for improvements and
enhancements and handle customer complaint.
• Renew monthly pass for student and working adult and Handle general payment
KPJ Specialist Hospital Penang Jun 2005 – Sept 2009
Position: Front Desk Ambassador
• Handling a wide range of incoming calls and face to face meetings with customers.
• Attend outpatient and inpatient registration and admission
• Handle cash payment for deposit and medical supply
• Provide doctors specialist name and consultation
Skills
- • Customer Service – 10 Years
- • CRM Database / Oracle Database – 5 Years
- • Troubleshooting & Hardware Configurations – 2 Years
- • Call Center Service Operations – 5 Years
- • Analytical & diagnostic skills – 2 Years
- • Complaint Handling/Dispute Resolution – 5 Years
- • Quality assurance and Conflict resolution – 5 Years
- • Systems Analysis & Problem Diagnosis – 2 Years
- • Data Entry/Records Management – 10 Years
- • Phone & Online Support Expert – 10 Years
- • MS Word, Excel and Access Intermediate – 5 Years
- •Multi-tasking – 10 Years
- •Telephone techniques – 10 Years
- •Process Development – 10 Years
Specialties
- Highly organised, Interpersonal skills, Managing time, Multi-tasking, Process Development
Spoken Languages
- BahasaMelayu, English, Tamil
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