Microsoft excel
Chee Hoe Terry Choong
Banchelor Degree Of Financial Economics
Kuala Lumpur
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
14
14
years of professional experience
3
3
Languages
Work History
Senior Customer Service Representative
Centauri Tehnology Sdn Bhd
02.2024 - Current
- 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.
Customer Service Executive
Alpha Nu Concept Sdn Bhd
08.2022 - 02.2024
- 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.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Customer Service Executive
AIA Group
04.2018 - 06.2021
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
Customer Service Executive
Scicom (MSC) Berhad
06.2014 - 06.2017
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
Insurance Agent
Great Eastern General Insurance (Malaysia) Berhad
08.2011 - 06.2014
- Maintained high standards of customer service by building relationships with clients.
- Identified potential risks in client businesses and recommended appropriate insurance coverage.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
Education
Banchelor of Financial Economic - Financial Economy
University Tunku Abdul Rahman
Kampar 04.2001 -
Skills
Customer Support
Escalation management
Call center experience
Order Fulfillment
Service Recommendations
Complaint resolution
Software
Microsoft Word
Microsoft Power Point
Timeline
Senior Customer Service Representative
Centauri Tehnology Sdn Bhd
02.2024 - Current
Customer Service Executive
Alpha Nu Concept Sdn Bhd
08.2022 - 02.2024
Customer Service Executive
AIA Group
04.2018 - 06.2021
Customer Service Executive
Scicom (MSC) Berhad
06.2014 - 06.2017
Insurance Agent
Great Eastern General Insurance (Malaysia) Berhad
08.2011 - 06.2014
Banchelor of Financial Economic - Financial Economy
University Tunku Abdul Rahman
04.2001 -
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