Amani Lim Binti Abdullah
Senior Customer Experience Specialist
Kajang, Selangor
Summary
Dynamic Senior Customer Experience Specialist with expertise in medical claims management at Marsh & McLennan. Proven track record in resolving complex cases and enhancing service delivery. Skilled in KPI monitoring and team leadership, driving a 15% increase in customer satisfaction through effective coaching and operational improvements. Multilingual communicator adept at stakeholder engagement.
Overview
15
15
years of professional experience
Work History
Senior Customer Experience Specialist
Marsh & McLennan Asia Business Services Sdn Bhd
Kuala Lumpur, Malaysia
09.2023 - Current
- Act as subject matter expert for corporate clients on medical claims and employee benefits matters.
- Manage full claims lifecycle from document validation to resolution, ensuring compliance with policy terms and regulatory requirements.
- Handle escalated and high-complexity cases while consistently meeting SLA and KPI targets.
- Provide advisory guidance to employees and HR stakeholders on coverage interpretation, benefit entitlement, exclusions, and appeals.
- Collaborate with insurers, third-party administrators (TPA), brokers, and internal departments to ensure seamless service delivery.
- Monitor case performance metrics and identify service gaps for continuous improvement.
- Support knowledge transfer and mentor junior team members to strengthen operational consistency.
- Maintain strict adherence to corporate governance standards and data protection requirements.
Customer Experience Specialist
ViewQuest Sdn Bhd
Kuala Lumpur, Malaysia
02.2021 - 08.2021
- Managed high-volume customer inquiries in a fast-paced telecommunications environment.
- Resolved complex billing and technical escalations through cross-functional coordination.
- Conducted root cause analysis to reduce repeat cases and improve service efficiency.
- Ensured compliance with SLA benchmarks and customer satisfaction standards.
- Contributed to process improvement initiatives to enhance operational performance.
Customer Experience Specialist
Agoda (M) Sdn Bhd
Kuala Lumpur, Malaysia
10.2018 - 06.2020
- Handled end-to-end resolution of booking disputes, refunds, and escalated customer cases.
- Improved customer satisfaction scores by 15% through structured coaching and quality enhancement initiatives.
- Reduced average handling time by 20% by implementing effective resolution techniques.
- Trained and mentored new hires to meet quality and performance expectations.
- Maintained accurate CRM documentation and ensured compliance with global service standards.
Store Manager
Esprit De Corporation
Kuala Lumpur, Malaysia
09.2014 - 05.2015
- Led retail operations including sales performance management, inventory control, and team supervision.
- Coached and developed team members to achieve sales KPIs and customer satisfaction targets.
- Increased customer satisfaction rating by 20% through service quality improvements.
- Reduced stock losses by 15% by strengthening inventory governance processes.
- Prepared analytical reports for performance review and business planning.
Customer Service Representative
Shell (M) Sdn Bhd
Cyberjaya, Selangor, Malaysia
10.2013 - 08.2014
- Managed corporate petroleum card accounts and resolved billing disputes.
- Coordinated with finance and operations teams to ensure accurate account reconciliation.
- Maintained compliance with financial procedures and service standards.
Assistant Team Leader
PayPal (M) Services Sdn Bhd
Damansara, Selangor, Malaysia
02.2011 - 09.2012
- Supervised team performance across quality, resolution time, and customer satisfaction KPIs.
- Conducted structured coaching sessions and performance evaluations.
- Managed escalated financial cases while ensuring regulatory compliance.
- Supported recruitment, onboarding, and team capability development initiatives.
Education
High School Diploma -
Sekolah Menengah Bukit Bandaraya,
Kuala Lumpur, Malaysia 04.2001 -
Skills
Medical Claims & Employee Benefits Management
Team Leadership & Coaching
Escalation & Complex Case Resolution
KPI Monitoring & Performance Improvement
Stakeholder & Client Relationship Management
Service Level Agreement (SLA) Compliance
Operational Process Enhancement
Root Cause Analysis
Corporate Governance & Data Confidentiality
CRM & Case Management Systems
Multilingual: English, Bahasa Malaysia, Cantonese
Timeline
Senior Customer Experience Specialist
Marsh & McLennan Asia Business Services Sdn Bhd
09.2023 - Current
Customer Experience Specialist
ViewQuest Sdn Bhd
02.2021 - 08.2021
Customer Experience Specialist
Agoda (M) Sdn Bhd
10.2018 - 06.2020
Store Manager
Esprit De Corporation
09.2014 - 05.2015
Customer Service Representative
Shell (M) Sdn Bhd
10.2013 - 08.2014
Assistant Team Leader
PayPal (M) Services Sdn Bhd
02.2011 - 09.2012
High School Diploma -
Sekolah Menengah Bukit Bandaraya,
04.2001 -