CHAU THI MAY SUM
Senior Process Executive
Bandar Sri Permaisuri
Summary
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
9
9
years of professional experience
2014
2014
years of post-secondary education
3
3
Languages
Work History
Customer Support Associate
TechMahindra
04.2024 - 08.2024
- Time to time be amended by the company at its discretion
- Undertake additional or other duties as necessary to meet the needs of the business
Senior Process Executive
Cogdev Malaysia
10.2021 - 12.2023
- Serve as an advocate for the user community
- Investigate and resolve issues regarding content that is reported for account support and or safety flag for action and resolve within agreed upon turnaround times and standards of quality
- Respond to user inquiries with high quality, speed, empathy, and accuracy
- Understand and remain up to date with client policies and guidelines resolve inquiries according to defined policies and procedures
- Fulfil base productivity and quality requirements
Customer Support Associate
Zenith Infotech
07.2020 - 06.2021
- Responding to customer queries in a timely and accurate way, via phone, email
- Identifying customer needs and helping customers use specific features
- Analyzing and reporting product malfunctions
- Giving the instruction and troubleshooting on technical support
Senior Process Executive
Cogdev Malaysia
07.2018 - 07.2020
- Assist the community and resolve inquiries empathetically, accurately and on time
- Investigate and resolve issues that are reported on social media
- Respond to user inquiries with high quality, speed, empathy, accuracy
- Gather, analyses and utilize relevant data to develop ways to improve the overall user experience on the site
- Review the report content with agreed turnaround times and standards of quality
- Recognize trends and patterns and escalate issues outside the company policy to the global team
Consultant Service Delivery
Sutherland Global Service
06.2016 - 01.2018
- Maintaining a positive, empathetic and professional attitude toward customers always
- Responding promptly to customer inquiries
- Communicating with customers through various channels
- Acknowledging and resolving customer complaints
- Ensure customer satisfaction and provide professional customer support
Customer Service Specialist
Halal Vietnam
06.2015 - 05.2016
- Marketing Halal Certification Service in foods factories via social media
- Communicating with customer through phone call and email
- Monitoring the flow of email from the store website
- Responding promptly customer inquiries
- Ensure customer satisfaction to maintain long term relationship
Education
BACHELOR OF HUMAN SCIENCES - WITH HONOURS
INTERNATIONAL ISLAMIC UNIVERSITY MALAYSIA
Skills
Leadership
Microsoft Office
Problem-solving
Network support
Call center operations
Awards
Cognizant Spotlight Award, 2019
Timeline
Customer Support Associate
TechMahindra
04.2024 - 08.2024
Senior Process Executive
Cogdev Malaysia
10.2021 - 12.2023
Customer Support Associate
Zenith Infotech
07.2020 - 06.2021
Senior Process Executive
Cogdev Malaysia
07.2018 - 07.2020
Consultant Service Delivery
Sutherland Global Service
06.2016 - 01.2018
Customer Service Specialist
Halal Vietnam
06.2015 - 05.2016
BACHELOR OF HUMAN SCIENCES - WITH HONOURS
INTERNATIONAL ISLAMIC UNIVERSITY MALAYSIA
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