Andy Chong
Community Operations Specialist
Bangkok, Thailand
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
Work History
Community Operations Specialist
TDCX Thailand
Bangkok, Thailand
07.2024 - 09.2024
- Review reported content and respond to user inquiries with high quality, speed, empathy and accuracy.
- Assist our community and help resolve inquiries empathetically, accurately and on time.
- Investigate and resolve issues that are reported such as requests for account support and reports of potentially abusive content.
- Gather, analyze, and utilize relevant data to develop ways to improve the overall user experience on the site.
- Recognize trends and patterns, escalating any issues outside company policy to the global team.
- Ensure confidentiality, security, integrity and privacy of data as top priority.
Sales Manager
Gene & Co Pte Ltd
Kuala Lumpur, Malaysia
03.2018 - 06.2024
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
Client Relationship Manager
Truecapital Asia Sdn Bhd
Petaling Jaya, Selangor, Malaysia
06.2016 - 02.2018
- Manage mobile sales team and event sales team.
- Manage the contact center personnel in generating RSVPs and attendees for event sales, and evaluate performance in key metrics such as information accuracy, talk time, and telephone etiquettes.
- Perform market analysis and project planning for new market strategies.
- Maintain and develop business plans in accordance with regional strategy to achieve market share and profitability targets.
- Identify opportunities for competitive advantages and exploit weaknesses of market competition.
- Direct interface with business owners of SMEs (CEO and CFO) to create and ensure maximum share of account penetration with current and potential key SME customers in Malaysia.
- In conjunction with government and GLC agencies, to create and implement business development activities.
- Provide a field guide to sales personnel by attending government and GLC tenders.
- Coordination and design of customer presentations and materials to support business development.
- Work with the Risk Management team to create and maintain a robust business development plan to achieve maximum penetration into targeted SME accounts and segments in terms of Factoring, Letter of Undertaking, Preferred Vendor Program, and Support Letter.
- Develop the objectives for the day-to-day activities, such as site visits, cold calls, corporate invitations, sales follow-ups, and sales closings, executed accordingly.
- Hire, coach, and provide training to personnel to be able to do sales.
- Process Optimization by identifying and implementing process improvement opportunities within the organization's activities.
- Direct and motivate sales personnel to ensure sales targets are achieved.
- Prepare and distribute reports on sales and revenue-related KPIs directly to the CEO of True Capital Asia.
- Provide training to sales personnel in various segments, such as soft skills, which consist of telephone etiquette, fact finding, objection handling, and closing skills.
Assistant Route Master
SBS Transit Ltd
Singapore
09.2014 - 03.2016
- Assist daily deployment of buses in Bus Interchange/Terminal.
- Conduct security patrol within the bus premises and conduct spot check on buses coming into Bus Interchange/Terminal.
- Assist in Lost & Found issue, login, and update system for L&F items.
- Assist Route Master and Manager on daily operational issues.
- Provide commuters in terms of inquiries and handle feedback from passengers.
Route Group Deployment Officer (Human Resources)
SBS Transit Ltd
Singapore
10.2013 - 09.2014
- Prepare advance 3-day roster of bus deployment in Bedok North Bus Depot, and 30-day full duty roster.
- Assist the Human Resources Department in the deployment of all buses and manpower under the Pasir Ris Route Group.
- Assist in deployment of Rest Days Bus Captain required for revenue services.
- Updating any major event on Route Diversion, such as festive season, IT Show, F1 Diversion, etc.
Auxiliary Police Officer
Aetos Security Management Pte Ltd
Singapore
01.2011 - 09.2013
- Developed strong working relationships with fellow auxiliary officers as well as regular police personnel fostering teamwork and collaboration towards common goals.
- Participated in ongoing training sessions, enhancing personal skills and knowledge relevant to auxiliary policing duties.
- Conducted security checks at various locations, deterring potential criminal activities and safeguarding the community.
- Facilitated communication between the police department and the community through participation in outreach programs and public meetings.
Team Leader-Call Center
Allianz Life Insurance
Kuala Lumpur, Malaysia
03.2007 - 12.2010
- Conducted regular performance reviews for team members, identifying strengths and opportunities for development to foster professional growth.
- Championed process improvements within the team, streamlining workflows and increasing overall efficiency.
- Assisted with recruitment efforts by participating in interviews, helping to select top talent to join the call center team.
- Assisted in training, motivating and coaching team members to meet required center goals.
- Ensured compliance with company policies and industry regulations through diligent oversight of daily call center operations.
Education
Sijil Pelajaran Malaysia (SPM) - O Level
S.M. K. Yuk Choy
Ipoh, Perak, Malaysia 01.1998 - 12.2002
Skills
Social media knowledge
Cultural Awareness
Ethical judgment
Customer Service
Teamwork and Collaboration
Problem-Solving
Microsoft Office
Adaptability and Flexibility
Critical Thinking
Timeline
Community Operations Specialist
TDCX Thailand
07.2024 - 09.2024
Sales Manager
Gene & Co Pte Ltd
03.2018 - 06.2024
Client Relationship Manager
Truecapital Asia Sdn Bhd
06.2016 - 02.2018
Assistant Route Master
SBS Transit Ltd
09.2014 - 03.2016
Route Group Deployment Officer (Human Resources)
SBS Transit Ltd
10.2013 - 09.2014
Auxiliary Police Officer
Aetos Security Management Pte Ltd
01.2011 - 09.2013
Team Leader-Call Center
Allianz Life Insurance
03.2007 - 12.2010
Sijil Pelajaran Malaysia (SPM) - O Level
S.M. K. Yuk Choy
01.1998 - 12.2002
Languages
Chinese (Cantonese), Chinese (Mandarin)
Native language
English
Upper intermediate
B2
Malay
Upper intermediate
B2
References
- Mr. Eugene Christopher Gerard, Operation Manager, Gene & Co Pte Ltd, contact: +60 12 2171473
- Ms. Leia Cheong, Executive Assistant, Execierge Pte Ltd, contact: +65 8918 3260
Trainings
- TDCX Thailand Orientation Programme & Community Operations Specialist training programme, Jul- Aug 2024
- Cares Programme, SBS Transit, Jan 2015
- Advanced Bus Operation & Service Proficiency, SBS Transit, Nov 2013
- Bus Operation (Service Route Operation), WSQ Singapore, Oct 2013
- Conduct Crowd And Traffic Control, WSQ Singapore, Mar 2012
- Use Of T-Baton, WSQ Singapore, Mar 2012
- Handle Counter-Terrorism Activities, WSQ Singapore, Mar 2012
- Basic Auxiliary Police Officer’ Course, Aetos, Feb 2012
- Best in Weapon Handling & Shooting, Aetos, Feb 2012
- Changi Orientation Programme & Customer Service Skills Programme, Changi Airport Group, Jan 2011
Other Information
Availability: Anytime
Expected salary: approx. THB 55,000 (MYR 7,500)
Other contact no.: +6014 3736396
References
- Mr. Eugene Christopher Gerard, Operation Manager, Gene & Co Pte Ltd, contact: +6012 2171473
- Ms. Leia Cheong, Executive Assistant, Execierge Pte Ltd, contact: +65 8918 3260
Personal Information
- Age: 38
- Nationality: Malaysian