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Work experience

MiCare Sdn Bhd

2015Now

Senior Customer Service Executive

Supervise the call center and also handle escalated inbound calls and emails relating to Medical insurance. Attending to inbound calls coming in through the dedicated toll free line. 

Attend to customer inquiries and complaints and provide appropriate resolution services in a consistent and professional manner. 

Ensure all the documents received are complete with info that required for Guarantee Letter (GL) issuance.  

Follow up with hospital on documents (breakdown bill, dosage of medication…etc) / reports for those incomplete documents cases. 

Calling hospital to confirm received on the Outpatient (OP) GL. Follow up with the sender if the documents received were incomplete. 

Result orientated with sense of urgency, co cooperativeness & eagerness in ensuring efficient teamwork in delivering excellent services to client. 

Responding to email inquiry received pertaining to admission and discharge.

SGTi Sdn Bhd

20072014

Call Center Supervisor

Supervise the operations of the Call Center and team of agents. Monitor and ensure quality of calls and responses by agents. Ensure KPI and deliverable are met. 

Ensure staffing is adequate at all times in accordance to operations hours. 

Ensure all escalated cases and priority issues are dealt with and resolved in a timely manner.

Develop, review and distribute periodical performance and service reports. Liaise with trainers on necessary training's and ad-hoc briefings. 

Need to do Call Quality Monitoring & Evaluation on monthly basis for all the agents. Give training for the newcomers & also for those who needs improvements. 

Create training materials. Downloading Calls from NICE System. 

Conduct Mid-Year & Yearly Appraisals for the agents.

ASTRO

20062007

CUSTOMER SERVICE OFFICER

Handle all inbound calls relating to billing, packages and technical issues. 

Perform resolution in call handling by follow-up calls, and appropriate case escalation when necessary. Provide technical support via phone. 

Ensure calls/transactions are handled as per agreed Processes and workflow. 

All required information are obtained from customer, verified and entered accurately into the appropriate systems. 

Perform up sell to potential customers when handling inbound calls to generate revenue increase and at the same time maintain quality or service.

CELCOM

20042006

Customer Service Representative

Handle inbound calls - Post-paid billing and inquiries, premium and corporate customers. Provide quality professional Customer Service and technical support via phone. 

Resolve customers request inquiries effectively and efficiently. Document customer’s inquiries. 

Handle calls and service requests within the stipulated guidelines and standards. 

Adhere to escalation procedure of handling customers' requests and inquiries at all times.

Dialers Call Center

20032004

CUSTOMER SERVICE COLLECTION REPRESENTATIVES

Attend inbound and make outbound calls and remind the cardholders of their credit card or loan payments.

Liaise and negotiate with cardholders on their payment issues.

Follow-up and monitor on cardholders' payment.

HSBC

20022003

Debt Collector

Manage and maintain customer’s accounts in ensuring the accounts are current and well conducted.

Contact customers to remind customers of payment schedule and obtain relevant payments.

Achieve the pre-determined targets and standards relating to collection activities. 

Complete dunning activities based on allocated queues and daily reports.

Attend to customer’s inquiry and provide customers with relevant advice and solution.

Clinic Loi & Soo

20002002

Part Time Nurse

Register patients.

Prepare medicines and injections.

Prepare daily report and also reports for insurance agencies.

Education

Sek Men Keb Sg Choh

19991999

SPM

Completed O Level - 2nd Class

Unity College International

20012002

Diploma In Management

Graduated in Diploma In Management - 2nd Class Lower

Skills

Microsoft Office
Body language
Self disciplined
Time Management
Relationship building
Complaint Procedures
Telephone techniques
Positive language
Effective questioning
Managing objections
Highly organised
Customer satisfaction
Planning & preparation
Managing time
Troubleshooting
IT skills
Multi-tasking
Listening skills

Summary

I have over 14 years of experience working in customer service line. Currently, I work as Senior Customer Service Executive, improving products and services for our customers by assisting them in providing Guarantee Letters and medical benefits information. Previously, I was the Call Center Supervisor at SGTi, where I am in charge of a team of 30 CSE's and 4 Team Leaders. We are Third Party Administrator for the Ministry of Women's, Family & Developments call center. We handle child abuse, domestic violence and pre-counselling cases.