Summary
Overview
Work History
Education
Skills
References
Interests
Extra-curricular activities
Timeline
Generic
Cheoh Kien Liang

Cheoh Kien Liang

Customer Service Expert
Georgetown

Summary

To build my working experience, professional skills, enhancing my problem-solving skills, decisions making skills for my career development and completing all task given in time as well as to serve my organization with determination and commitment.

Overview

9
9
years of professional experience
2
2
Languages

Work History

Customer Service Expert

Teleperformance Malaysia
Bayan Lepas, Penang
06.2024 - Current
  • Provide real-time support to identify and resolve customer issues promptly and accurately through calls, email and live chat.
  • Assisting customers in utilizing specific features.
  • Report product malfunctions after thorough analysis.
  • Update internal databases with technical issue details and insights from customer interactions.
  • Monitor social media platforms for customer complaints and offer timely assistance.
  • Communicate feature requests and effective solutions with the team.
  • Guiding customers about new features and functionalities.
  • Follow up with customers to ensure their technical concerns are addressed.
  • Collect customer feedback and share it with the Product, Sales, and Marketing teams.
  • Worked closely with team members and consistently achieved or exceeded the key performance indicators (KPIs) established by the client.

Network Operation Centre

Zebra Technologies
08.2023 - 12.2023
  • Managed inbound and outbound queries via emails and phone calls from customers and internal team regarding problems with the Zebra solutions, connectivity issues, and service disruptions.
  • Provided timely and effective responses to technical inquiries, troubleshooting network-related problems, and resolving issues to ensure minimal downtime and maximum operational efficiency.
  • Utilized ticketing systems to accurately document incidents, track resolution progress, and maintain comprehensive records for future reference and analysis.
  • Collaborated closely with cross-functional teams to escalate complex issues and coordinate resolution efforts.
  • Monitored network performance and health using monitoring tools and diagnostic utilities, proactively identifying potential issues and implementing corrective actions to prevent service disruptions.
  • Documented all customer interactions, including incident details, actions taken, and resolutions achieved, in accordance with established protocols and procedures.

Game Ambassador

Teleperformance Malaysia
04.2019 - 08.2023
  • Respond to customer queries in a timely and accurate way via phone, email or chat.
  • Identify customer's issues, solving and helping customers to use specific features.
  • Analyze and report product malfunctions.
  • Update our internal databases with information about technical issues and useful discussions with customers.
  • Monitor customer complaints on social media and reach out to provide assistance.
  • Share feature request and effective workarounds with team members.
  • Inform customers about new features and functionalities.
  • Follow up with customers to ensure their technical issues are resolved.
  • Gather customer feedback and share with our Product, Sales and Marketing teams.
  • Assist in training junior Customer Support Representatives.
  • Having Shadowing and Buddy sessions with the juniors to help them throughout the process.
  • Chat moderator.
  • Attended JUMP training for supervisors.

Web Developer

Zebra Technologies
06.2018 - 08.2018
  • Received a recognition letter for exceptional performance and dedication during internship, demonstrating strong problem-solving skills and commitment to team success.
  • Work alongside as a full stack web developer with the Software Development team.
  • Designing and developing Zebra Quiz web-based application.
  • Providing weekly report on the application progress.
  • Publishing web application into the zebra local server.
  • Analyzing and solving bugs in programs.

Web Developer and Tester

Kerry Logistic Network
04.2016 - 06.2016
  • Able to test servers.
  • Analyzing and reporting all the bugs in the program.
  • Helping them to create a complete web program.
  • Gained new knowledge and trained to use new programming languages skills.
  • Learned the basic fundamentals of shipment in the logistics world.

Education

Bachelor of Computer Science (Hons) - Computer Science

KDU Penang University College
12.2018

Diploma - Computer Studies

KDU Penang University College
12.2016

Skills

  • Ability to Work in a Team

  • Microsoft Word

  • Advanced Excel skills

  • Data entry proficiency

  • Proficient in Microsoft Office Suite

References

Ng Fong, Chiu, Senior Lecturer, fcng@kdupg.edu.my, 04-238 6228, KDU Penang University College

Interests

Badminton and Basketball

Extra-curricular activities

Volunteer Helper in the Exotic Pets Carnival, KDU College Penang, Georgetown Helping and managing most of the activities. Volunteer Helper in the Halloween Event, KDU College Penang, Georgetown Taking care and managing overall sound system and several activities flows. Organized a career talk and fun activities event, SK Dato Kramat

Timeline

Customer Service Expert

Teleperformance Malaysia
06.2024 - Current

Network Operation Centre

Zebra Technologies
08.2023 - 12.2023

Game Ambassador

Teleperformance Malaysia
04.2019 - 08.2023

Web Developer

Zebra Technologies
06.2018 - 08.2018

Web Developer and Tester

Kerry Logistic Network
04.2016 - 06.2016

Diploma - Computer Studies

KDU Penang University College

Bachelor of Computer Science (Hons) - Computer Science

KDU Penang University College

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