Customer Support Manager
at GBG Malaysia
August 2018 - April 2019
Lead the support team remotely from Malaysia. Streamline and joining the internal process connections, create support documentation and set up training schedules & materials for both internal users and external clients (eg. Usage of JIRA helpdesk / Power BI). Ensuring all issues lodged by the client is recorded, troubleshoot, escalate and fixed promptly. Ensuring audit trial records are updated to ensure proper record keeping as well as data collection for improvement. Achievement 1. Completed SOP guides for both Internal and External user on JIRA Helpdesk as well as Power BI tool. 2. Makes adjustment to ensure all incidence are captured and escalated correctly without missing any cases. 3. Enforce stronger escalation follow up to both internal and external client. 4. Completed SOP guide on upselling / product upgrades escalation to Sales Team. Ensuring all updates are recorded in the CRM as part of the audit trial.
Customer Care Manager
at 123RF Technology Sdn Bhd
June 2010 - July 2018
Manage the teams’ overall performance. Main focus on product knowledge, efficiency, turnaround time, job distribution, empowerment, capabilities & accountabilities. Ensuring KPI's are meet, best practice is shared, improvement of workflow processes and policies. Establish work schedule and evaluate performance with the Quality Assurance Team. Revenue – Identify sales opportunities while engaging with the client. Internal Client Support – Ensuring stronger teamwork with other departments. Recruitment – Local and foreign team members. Including conducting interviews overseas. Training - Product Knowledge, pricing, sales Territory Alignment, Sales Reporting Format and Sales tools. Client feedback / Complain resolution. Identifying root causes for improvement. Policies and SOP – create relevant documents to improve and streamline processes, knowledge, and expectations. Some experience with the commission structure for sales team, in driving required sales behavior.
at HSBC Bank Malaysia Berhad
January 1994 - June 2010
1. Personal Financial Services Officer, approval and issuance of Home loan Letter of Offers to the client. 2. Contact Centre Officer for Cards, General Banking and Internet Banking clients. 3. Personal Financial Services, backend processing of documentation, prior to Home loan Drawdown. Ensuring all required documents are perfected before the release of the loan. Worked closely with external as well as internal Client. (Borrowers, Lawyers, Valuers, & Developers). 4. Trade Services (Import and Export), handling and processing of Letter of Credits, Bankers’ Acceptance, Shipping documentations, Communicating with other banks on authentication of Letter of Credits. Ensuring UCP500 compliance. Due diligence to ensure fraudulent documents are detected / confirmation of Letter of Credits with issuing Banks, if found suspicious.
Safety & Health Course
2018 - 2018 (1 year) Kuala Lumpur
Sijil Pelajaran Malaysia
at Sekolah Menengah Projeck Seksyen 11, Shah Alam
1982 - 1992 (10 years) Selangor