Chin Fong Lee
Customer Service
Selangor
Summary
Supportive Team Lead with 4 years of experience leading teams. Expert in following detailed production schedules with distinguished history of maximizing productivity. Committed to proactive reorganization for optimized safety and efficiency.
Overview
31
31
years of professional experience
Work History
TEAM LEAD
IGT INTETGLOBE, OF AMERICAN AIRLINES
Selangor
01.2018 - Current
- Team lead in Reservation dept, Support desk Dept, Web –site dept , monitor team agent performances for KPI achievement, motivate team spirit , and update teams knowledge and supervise agent daily task
- Completed in house training in AA RESERVATION & FREQUENT FLYER
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Handled troubleshooting tasks and used repair methods to immediately rectify assembly line issues.
Self Employed
WORLDWIDE VCATION SERVICES
Kuala Lumpur
10.2000 - 02.2018
- Home - BASED
- Set up a travel arrangement work station with friend (home based)
- Customised tour arrangement/air ticket & hotel booking for local expatriates & local market to oversea (Vietnam, Thailand, HongKong, China, Europe, Indonesia)
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services and company information.
ORIENT NETWORK TRAVEL & TOURS SDN BHD
01.1998 - 01.2000
- In charge of front desk counter (4 staffs), check on air ticket issuance /signing invoices to have minimum in human error
- Answering in coming phone calls related to air ticket enquiry and attend to walk in customers from JAL office, deal with company corporate accounts/clients
TICKETING SENIOR OFFICER
HATTA TRAVEL & TOURS SDN BHD
01.1996 - 01.1998
- Incharge of air & tour arrangement for in-house directors & company corporate clients
- Monitor hotel rooms availabilities in London (Hyde Park hotel) , one of property of HATTA owner.
- Delivered [Product or Service] to customer locations within specific timeframes.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
TICKETING OFFICER
GENTING RESORT WORLD TRAVEL& TOURS SDN BHD
Kuala Lumpur
01.1992 - 01.1996
- Air arrangement for in-house directors & corporate clients, other admin task.
- Evaluated processes to create efficiencies with staff, resources and processes.
- Acted as senior management available for customer service inquiries and escalated customer issues.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
TICKETING OFFICER
PUBLIC TOURS & TRAVEL SDN BHD, (Reliance Travel)
Kuala Lumpur
01.1990 - 01.1992
- Stationed at the front desk – answering phone calls related to Air ticket enquiry & attend to walk in-customer
- Monthly submission of sales return on sales report to management & individual airlines.
- Implemented procedures for day-to-day ticket processing, marketing initiatives, financial reporting and event promoter settlements.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
Education
DIPLOMA -
IATA TICKETING
1999
STAMFORD PRIVATE SECRETARIAL COURSE - undefined
1987
Associate of Arts -
KUEN CHENG GIRLS HIGH SCHOOOL
12.1985
Skills
- Building Customer Trust and Loyalty
- Creative Problem Solving
- Calm and Professional Under Pressure
- Team-Oriented and Cooperative
Accomplishments
- NAME : LEE CHIN FONG
- ADDRESS : B-LG1-08 WINDOW ON THE PARK, JALAN SUADAMAI 10/1
- CHERAS BATU 9, CHERAS, 43200 SELANGOR MALAYSIA
- P contact : 60126579154 (WHATAPP- 0103669154)
- MAIL : Maylcf@YAHOO.COM
- DOB : 30 AUG 1967
- Marital status : SINGLE
- RELGION : CHRISTIAN
Languages
MANDARIN, CANTONESE, English
Native language
English
Advanced
C1
Timeline
TEAM LEAD
IGT INTETGLOBE, OF AMERICAN AIRLINES
01.2018 - Current
Self Employed
WORLDWIDE VCATION SERVICES
10.2000 - 02.2018
ORIENT NETWORK TRAVEL & TOURS SDN BHD
01.1998 - 01.2000
TICKETING SENIOR OFFICER
HATTA TRAVEL & TOURS SDN BHD
01.1996 - 01.1998
TICKETING OFFICER
GENTING RESORT WORLD TRAVEL& TOURS SDN BHD
01.1992 - 01.1996
TICKETING OFFICER
PUBLIC TOURS & TRAVEL SDN BHD, (Reliance Travel)
01.1990 - 01.1992
DIPLOMA -
IATA TICKETING
STAMFORD PRIVATE SECRETARIAL COURSE - undefined
Associate of Arts -
KUEN CHENG GIRLS HIGH SCHOOOL