Chah Long Chua
Customer Service
Johor Bahru,Johor
Summary
Proven leader in customer service, adept at complaint resolution and database management, enhanced service standards at UOB Bank and M1 Limited. Mentored teams, leading to increased customer loyalty and KPI achievement. Excelled in multitasking and leadership, significantly improving team efficiency and customer satisfaction without exceeding a 55-word limit.
Group performances and work will be priority,
Overview
13
13
years of professional experience
Work History
Senior Customer Service Representative
UOB Bank
Singapore
03.2023 - 03.2024
- Mentored junior team members, contributing to their professional development and overall team success.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- To manage and assist on premium and private customer's expectations or requirements
- To assist in fraud team after office hours, inclusive of freezen account on fraudulamt transaction
Senior Customer Service Representative
M1 Limited
Singapore
10.2020 - 01.2023
- To respond and manage customer dispute, inqueries or request (Call anf emails)
- To work hand in hand with managers and IT support 24/7 for monile apps and basic network trouble shooting
- Manage abd guide a small group of CSO (5>8) under new system and calls handeling
- Attending to manager calls (escalations) on billing, waivers and others
Customer Service Representative
CW Services
Singapore
08.2011 - 07.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Deploying tradesman to attend urgent lift mantrap cases (rescue) and tremor cases
- Assisted Town councils and HDB after office hours on Essential Maintainence Services ( Electric, Sanitary cases)
- Managing and monitorong cases report by residents
- Assist and guide junior CSO and interns throughout the process and S.O.P.
Education
Advanced Diploma - Counseling Psychology
Arium School of Art And Sciences
Singapore03.2019
Skills
Complaint resolution
Languages
Chinese (Cantonese)
Intermediate (B1)
Malay
Upper intermediate (B2)
English
Upper intermediate (B2)
Timeline
Senior Customer Service Representative
UOB Bank
03.2023 - 03.2024
Senior Customer Service Representative
M1 Limited
10.2020 - 01.2023
Customer Service Representative
CW Services
08.2011 - 07.2019
Advanced Diploma - Counseling Psychology
Arium School of Art And Sciences
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