Chen Chew Er
CUSTOMER SERVICE ASSISTANT MANAGER
Kepong
Summary
I am reliable in getting tasks done efficiently able to work independently or in team; good self-confident; self-disciplined; fast-learner person; determined, creative and good decision making, and adaptable to changing environment. To secure a position in organization that will allow me to utilize my analytical, interpersonal, observational and communicative skills. Aspire to be asset to the organization that I am part of, to display and exemplify the professionalism that benefits the position that I will build upon my skills and experience in management and that would allow me to scope for upward movement.
Overview
7
7
years of professional experience
12
12
years of post-secondary education
3
3
Languages
Work History
Assistant Manager of Customer Service
Exaltech Sdn Bhd
06.2024 - 04.2025
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Developed strong relationships with customers, providing personalized assistance and support.
- Collaborated with management to develop strategies for enhancing the overall customer experience.
- Established clear communication channels between staff members, fostering a cohesive work environment conducive to collaboration.
- Managed team of customer service representatives, ensuring consistent high-quality service delivery.
- Analyzed data on customer interactions to identify trends and patterns that informed process changes aimed at improving outcomes for clients.
- Monitored employee performance, providing constructive feedback and coaching for continuous improvement.
- Increased sales through upselling and cross-selling techniques, educating customers on product offerings.
- Streamlined operations for better efficiency, implementing new policies and procedures.
- Worked closely with other departments within the organization to ensure seamless coordination when addressing complex customer issues or escalating concerns as needed.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Set aggressive targets for employees to drive company success and strengthen motivation.
CRM Assistant Manager
VR SOLUTION SDN BHD
04.2021 - 04.2024
- Spearheaded the establishment and development of the customer service department, contributing to its inception and growth.
- Directed the implementation and maintenance of CRM software to enhance customer interaction management and streamline service operations.
- Demonstrated expertise in customer relationship management, resulting in increased satisfaction and loyalty among clients.
- Possess deep knowledge of home security products, enabling effective guidance for customers.
- Efficiently managed front office operations, cultivating a welcoming environment for visitors and clients.
- Implemented efficient systems for mail and courier distribution, ensuring prompt delivery.
- Provided comprehensive clerical and administrative support with meticulous attention to details.
- Demonstrated flexibility and proactive initiative in managing adhoc tasks effectively.
- Delivered exceptional customer service by addressing individual needs with personalized attention.
- Managed urgent cases calmly and ensured swift resolution to maintain customer satisfaction.
- Proven multitasker capable of managing concurrent responsibilities.
- Conducted training sessions for customer service teams to uphold company standards and deliver exceptional service.
- Collaborated with cross-functional departments to align customer service strategies with business objectives.
- Identified opportunities for process improvements to enhance efficiency and customer experience.
- Proactively identified and mitigated risks to customer satisfaction and loyalty.
Hotel Reception
HOTEL CRYSTAL SDN BHD
01.2021 - 07.2021
- Managing room service
- To assist supervisor, collect money
- Doing opening and closing for account daily
- Serve the customer with good attitude
Arena concert and show room crew
RESORT WORLD GENTING
01.2021 - 04.2021
- Sets up and manages performers' instruments and equipment.
- Arrives at each tour location before the band and crew to help the road manager and make sure advance arrangements have been handled correctly.
- Execute assistance functions to help manage a showroom.
- Display showroom products and merchandize in a pleasing and attractive manner.
- Answer and respond to customer inquiries on showroom products.
Personal Assistant of Director
NAN YUAN ENTERPRISE
12.2020 - 02.2021
- Daily plan for director
- Hiring full time for company
- Deals with supplier and client
- Sourcing demand item
- Create media plan and conduct media arrangement
- Handing company acc
- Create DO and invoice
- Solving emergency problem and situation
Marketing and Purchasing Manager
PAPILLON RESOURCES ENTERPRISE
05.2019 - 11.2020
- Hiring manpower for event
- Manage manpower for event
- Make sure enough manpower
- Deals with client
- Duty manager on event day
- Set up and dismantle for event
- Meeting with client
- Ensure event flow
- Sourcing event needs
- Ensure payment on time
- Plan employee break schedule
- Sourcing demand item
- Brainstorming marketing effort with client
- Supervising the working capital of the company
- Involve in business expansion to improve company's portfolio in market
- Supervise all administrative and operational at the executive floor
- Follow up with the client to completion of project
- Create media plan and conduct media arrangement
Operation Manager
DINOSAUR RANGER BY THEMEPAKTU
01.2019 - 03.2019
- Sourcing demand item
- Brainstorming marketing effort with client
- Supervising the working capital of the company
- Involve in business expansion to improve company's portfolio in market
- Supervise all administrative and operational at the executive floor
- Follow up with the client to completion of project
- Set Pos system for company
- Hiring manpower for theme park
- Manage the manpower of the park
- Deals with clients and sponsor
- Doing opening and closing everyday
- Make sure cash flow
- Calculate total income of the park
- Create media plan and conduct media arrangement
Human Resources Executive
GORIRA CREATIVE SDN BHD
01.2019 - 03.2019
- Hiring manpower for event
- Manage manpower for event
- Make sure enough manpower
- Deals with client
- Duty manager on event day
- Set up and dismantle for event
- Meeting with client
- Ensure event flow
- Sourcing event needs
- Ensure payment on time
- Plan employee break schedule
Senior Purchasing and Merchandiser Executive
DINOSAUR KINGDOM BY THEMEPAKTU
06.2018 - 01.2019
- Attempting to acquire goods or services to accomplish its goals.
- Make sure the product is reach on time
- Label and sales the merchandise
- Ensure the operation of the entire department
- Doing opening and closing for account daily
- Deals with supplier and sponsor
- Mange staff for merchandise department
- Assist treasury manager calculate total income of park
- Develop marketing plans for merchandise and promotions
- Solve the theme park problem everyday
Education
UPSR -
SJK(C) KETARI
01.2003 - 01.2008
PRM&SPM - undefined
SMK KETARI
01.2009 - 01.2013
DIPLOMA - MASS COMMUNICATION
SEGi COLLEGE KUALA LUMPUR
01.2015 - 01.2018
Skills
- Adaptability
- Active listening
Service delivery optimization
- Attention to detail
Complaint resolution
- Communication
Customer relations
Decision-making
- Computer Skills
- Customer Service
- Creativity
- Collaboration
- Customer feedback analysis
- Task delegation
- Scheduling and planning
Accomplishments
- Maintained customer resolution rates consistently above 85%.
- Reduced refund rates by 15–20% through enhanced service protocols.
- Achieved an average customer satisfaction rating of 4.8 out of 5.0.
- Designed and implemented a comprehensive Customer Service system in 2021.
- Established and standardized Departmental SOPs in 2022 to streamline operations.
- Successfully collaborated with key industry partners, including Bosch Malaysia, in 2023.
- Launched a Loyalty Program in 2024 to enhance customer retention.
- Contributed to a 20–25% year-on-year increase in departmental sales through service-driven upselling initiatives.
Timeline
Assistant Manager of Customer Service
Exaltech Sdn Bhd
06.2024 - 04.2025
CRM Assistant Manager
VR SOLUTION SDN BHD
04.2021 - 04.2024
Hotel Reception
HOTEL CRYSTAL SDN BHD
01.2021 - 07.2021
Arena concert and show room crew
RESORT WORLD GENTING
01.2021 - 04.2021
Personal Assistant of Director
NAN YUAN ENTERPRISE
12.2020 - 02.2021
Marketing and Purchasing Manager
PAPILLON RESOURCES ENTERPRISE
05.2019 - 11.2020
Operation Manager
DINOSAUR RANGER BY THEMEPAKTU
01.2019 - 03.2019
Human Resources Executive
GORIRA CREATIVE SDN BHD
01.2019 - 03.2019
Senior Purchasing and Merchandiser Executive
DINOSAUR KINGDOM BY THEMEPAKTU
06.2018 - 01.2019
DIPLOMA - MASS COMMUNICATION
SEGi COLLEGE KUALA LUMPUR
01.2015 - 01.2018
PRM&SPM - undefined
SMK KETARI
01.2009 - 01.2013
UPSR -
SJK(C) KETARI
01.2003 - 01.2008
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