Summary
Overview
Work History
Education
Skills
Timeline
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Agnes Chan

Agnes Chan

Customer Service
Kuala Lumpur,14

Summary

Customer service professional with over 10 years of experience, specializing in client retention and service excellence. Served at Scope International from 2011 to 2020, progressing from Customer Service Representative to Retention Specialist. Consistently recognized as a top performer in the Retention Unit, with a strong track record of exceeding customer satisfaction and loyalty targets. Skilled in handling high-pressure situations, resolving complex customer issues, and building lasting client relationships.

Overview

14
14
years of professional experience
4
4
Languages

Work History

Advisor

Concentrix
02.2025 - Current
  • Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
  • Led team in development of digital advisory platform, enhancing accessibility and engagement for clients.
  • Improved client retention rates by developing and implementing comprehensive advisory plans tailored to individual needs.
  • Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
  • Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
  • Make sure collection rate meet business KPI.
  • Daily follow up and handling different cases raised by partner or client.


F&B Manager

Kuan Kei Eateries
05.2020 - 12.2024
  • Managed financial aspects of the F&B department, ensuring budget compliance and profitability.
  • Reduced labor costs while maintaining exceptional service standards by effectively managing employee schedules and shift assignments.
  • Evaluated customer feedback data to identify areas for improvement in product offerings or service delivery methods.
  • Developed strong communication channels between front-of-house and back-of-house teams for seamless service delivery.

Client Service Representative

Scope International, Standard Chartered Bank
05.2011 - 03.2021
  • Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
  • Organized relevant documentation for each client interaction, ensuring a thorough understanding of client needs and facilitating seamless handoffs between team members.
  • Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
  • Increased customer retention rates through personalized follow-ups and timely resolution of concerns.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Participated in ongoing training sessions to stay current on industry trends and best practices.
  • Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
  • Promptly responded to inquiries and requests from prospective customers.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Education

Bachelor of Arts - Diploma in Communication

Taylors University
Petaling Jaya, Selangor, Malaysia
04.2001 -

Skills

Presentations and public speaking

Problem-solving

Client engagement

Career planning

Timeline

Advisor

Concentrix
02.2025 - Current

F&B Manager

Kuan Kei Eateries
05.2020 - 12.2024

Client Service Representative

Scope International, Standard Chartered Bank
05.2011 - 03.2021

Bachelor of Arts - Diploma in Communication

Taylors University
04.2001 -

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Agnes Chan Customer Service