Choo Peek Fuan
Program Account Manager
Seri Kembangan
Summary
Motivated individual with extensive experience in customer service and billing industry. Skilled in building customer relationships and understanding customer needs. Good communication and interpersonal skills for providing superior customer service.
Overview
19
19
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
4
4
Languages
Work History
Program Account Manager
E2Open Development Corporation
04.2018 - Current
- Built relationships with customers and community to promote long term business growth.
- Database maintenance - provisioning and maintaining control of system access rights, approver and budget setting and user privileges.
- Provide IT with system enhancement requirements, also act as super user for system related activities.
- Provide training and demonstrating use of portals to new and existing users when required.
- Reviewed clients' feedback and suggested how to improve service processes and service levels.
- Chinese language speaker, translating documents and provide system UI when required.
Billing Team Lead (Australia Market)
NCS-I Malaysia Sdn Bhd. (A Member Of The Singtel Group)
12.2016 - 04.2018
- Leading team of 7 billing executives
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Manage incidents and issues raised by customer till closure and ensure zero occurrence of identical issue.
- Maintain and update changes to relevant process documents, reference manuals and work instructions.
- Involved in department improvement plan with ISS to improve in system performance, operational issues, problem resolution plan and other billing operational matters.
Billing Team Lead (China Market)
Air Products Shared Services
03.2015 - 12.2016
- Processing Invoices, Credit Memo, Debit Memo as well as manual invoices as and when required.
- Work with local billing team in China for month end closing and re-conciliate monthly report to finance team.
- Investigate and resolve any billing issues, when required, also check on master data set up, order placement.
- Assisting Billing Analyst in solving complex Billing disputes and issue arise
- Provide constant feedback and guidance to Billing Analyst for their self-improvement purpose.
- Produce & analyze monthly KPI report for senior managers.
- Mentoring and training up junior and new staff
- Arranging & leading monthly team meetings, focusing on targets & achievements
- Participate in any Billing related meeting with Business & other departments.
- Identify gap in daily work process and implementing new initiatives.
Senior Executive, Billing Operation
NCS-I Malaysia Sdn Bhd. (A Member Of The Singtel Group)
07.2014 - 02.2015
- Processing global project invoice for Australia and New Zealand Banking Group (ANZ)
- Review and prepare monthly billing reports to ANZ Executive team.
- Key contact point for inquiries from internal and external parties.
- Assist billing Team Lead to monitor team deliverable, coach and guide staff in solving issues.
- Manage incidents and issues raised by customer till closure and ensure zero occurrence of identical issue.
- Maintain and update changes to relevant process documents, reference manuals and work instructions.
- Identify and rectify issues encountered during billing processing.
- Involve in department improvement plan with ISS to improve In system performance, operational issues, problem resolution plan and other billing operational matters.
Executive, Billing Operation
NCS-I Malaysia Sdn Bhd. (A Member Of The Singtel Group)
03.2011 - 06.2014
- Producing and managing bills for the customer by consolidating and validating supplier billings within the timeline.
- Resolving billing inquiry and billing dispute within the timeline given.
- Maintain and update changes to relevant process documents, reference manuals and work instructions.
Regional Broadcast Services Associate
Measat Broadcast Network Systems, ASTRO
08.2008 - 03.2011
- Ensuring channels transmission tapes and schedules are ready for transmission.
- Creating and tracking transmission tapes monthly database for Weekly and Monthly Report.
- Responsible for monitoring, tracking, and analyzing issues on daily basis.
- Ensure all requirements and expectations and other ad hoc services provided to channels are tracked and invoiced accordingly.
- Ensure staffs disciplines, working hours and overtime are adhered to and met.
- Responsible for checking and observing channel schedulers and media coordinators' performance.
- Make other decisions on the channel's issues unguided and with own judgment for what would be the best outcome and to achieve win-win situation.
- Ensure all materials are received in good order and in timely manner through creation and maintaining database from channels.
- Established good communication and rapport with clients and internal parties as regards scheduling, subtitles and tape operation.
- Update S.O.P, process improvement for channel operation.
- To perform extra responsibility outside of daily duties such as backup for Manager.
Call Centre, Team Lead
Measat Broadcast Network Systems, ASTRO
08.2007 - 08.2008
- Supervise and motivate customer service officer team in achieving individual's and team's goals in term of accuracy and efficiency in performance.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Minimized process lags through operations protocols and client account management training.
- Responded to team support questions quickly to maintain call center efficiency.
- Educated customers about billing, payment processing and support policies and procedures.
- Evaluate and feedback staff performance based on Key Performance Indicator (KPI)
Customer Service Officer
Measat Broadcast Network Systems, ASTRO
10.2004 - 05.2007
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls (80 calls per day) promptly to answer questions about products and services.
- Assisted Team Lead in waiver processes.
- Involved in a midnight test run project – answering incoming calls during signal transitioning.
- Ad hoc: handling walk in customers during peak period.
Education
Diploma - Public Relations
Tunku Abdul Rahman College
Setapak, Kuala Lumpur 05.2000 - 04.2004
Skills
Business Development
Certification
ITIL Foundation Certificate in IT Service Management
Timeline
Program Account Manager
E2Open Development Corporation
04.2018 - Current
ITIL Foundation Certificate in IT Service Management
04-2017
Billing Team Lead (Australia Market)
NCS-I Malaysia Sdn Bhd. (A Member Of The Singtel Group)
12.2016 - 04.2018
Billing Team Lead (China Market)
Air Products Shared Services
03.2015 - 12.2016
Lean Six Sigma Course - Yellow Belt
12-2014
Senior Executive, Billing Operation
NCS-I Malaysia Sdn Bhd. (A Member Of The Singtel Group)
07.2014 - 02.2015
Executive, Billing Operation
NCS-I Malaysia Sdn Bhd. (A Member Of The Singtel Group)
03.2011 - 06.2014
Regional Broadcast Services Associate
Measat Broadcast Network Systems, ASTRO
08.2008 - 03.2011
Call Centre, Team Lead
Measat Broadcast Network Systems, ASTRO
08.2007 - 08.2008
Customer Service Officer
Measat Broadcast Network Systems, ASTRO
10.2004 - 05.2007
Diploma - Public Relations
Tunku Abdul Rahman College
05.2000 - 04.2004
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