Chelsea Celestie Anak Bubi John
Customer Happiness Manager
Miri,Sarawak
Summary
Results-driven operations and customer experience professional with a proven track record in managing large-scale service operations and delivering exceptional user support. Experienced in overseeing 1,000+ service sites, coordinating equipment procurement, and leading installer training programs to ensure smooth project execution. Adept at resolving technical issues, building strong customer relationships, and maintaining high satisfaction levels through proactive communication and service recovery. Skilled in cross-functional coordination, progress reporting, and mentoring junior team members to uphold service excellence. Committed to operational efficiency and customer success in fast-paced environments.
Overview
6
6
years of professional experience
4
4
Languages
Work History
Operations Manager
E-Eritel Sendirian Berhad
08.2024 - 05.2025
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Maintained accurate inventory records and monitored stock levels to prevent shortages or delays in operations.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Supervised installer teams by monitoring task completion and addressing performance issues to ensure accountability.
- Prepared and submitted weekly progress reports to track project milestones and performance metrics.
Customer Happiness Manager
E-Eritel Sendirian Berhad
04.2023 - 08.2024
- Oversaw service quality across 1,000+ sites, ensuring consistent uptime and user satisfaction.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Escalated unresolved technical issues to the engineering team while maintaining clear, empathetic communication with users throughout the resolution process.
- Trained and supervised interns on customer service best practices, internal reporting procedures, and effective user communication.
- Built strong, trusted relationships with users, becoming their go-to contact for support and issue resolution.
Intern
E-Eritel Sendirian Berhad
10.2022 - 03.2023
- Conducted large-scale data cleaning by contacting thousands of users to verify and update contact details.
- Gathered user feedback on service experience and identified areas for improvement.
- Updated and maintained accurate user records in our system to ensure data reliability across the system.
- Prepared and presented weekly progress reports to management, highlighting insights and outreach status.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
Intern
Daiken Miri Sendirian Berhad
Miri, Sarawak
02.2019 - 09.2019
- Assisting in troubleshooting hardware and software issues for staff and users,and worked with teams to develop solutions.
- Assisted in developing a medical leave system to help employees track their medical leave records.
- Assisted in optimizing IT operations by automating manual tasks and developing a system to track store equipment, requiring employees to scan their work ID when checking out equipment.
- Helping with the maintenance and updates of systems, software, and networks.
Education
Bachelor of Science - Software Engineering
University of Malaysia, Sarawak
Kuching 04.2001 -
Malaysian Matriculation Certificate - Science Stream
Labuan Matriculation College
Labuan 04.2001 -
High School Diploma -
SMK Saint Joseph
Miri 04.2001 -
Skills
Operations management
Performance monitoring
Customer service
Problem-solving
Operations management
MS office
Timeline
Operations Manager
E-Eritel Sendirian Berhad
08.2024 - 05.2025
Customer Happiness Manager
E-Eritel Sendirian Berhad
04.2023 - 08.2024
Intern
E-Eritel Sendirian Berhad
10.2022 - 03.2023
Intern
Daiken Miri Sendirian Berhad
02.2019 - 09.2019
Bachelor of Science - Software Engineering
University of Malaysia, Sarawak
04.2001 -
Malaysian Matriculation Certificate - Science Stream
Labuan Matriculation College
04.2001 -
High School Diploma -
SMK Saint Joseph
04.2001 -
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