Kennyberg Yong Chee Wai
Kuala Lumpur
Overview
6
6
years of professional experience
1
1
Certification
2
2
Languages
Work History
Customer Service Team Leader
Scicom (MSC) Berhad
08.2021 - Current
- Overseeing customer service team to ensure all KPIs are met.
- Ensure the team adheres to the SOPs and to deliver high quality services to our clients.
- Monitor the Service level Agreement (SLA) as agreed by our Client, and to report any issues that arise on the floor effectively and efficiently.
- Continuously monitor agents’ performances, and to provide consistent and regular feedback to them.
- Responsible to generate hourly report, and to take action appropriately to maintain SLA.
- Always ready and proactive in suggesting any improvement plans to the management.
- To monitor agents attendance and to ensure the team strictly adheres to call center guidelines.
Customer Service Support
Scicom (MSC) Berhad
4 2020 - 07.2021
- To ensure all assigned tasks are replied within the stipulated timeframe
- To ensure all cases are escalated correctly by following the escalation process
- To ensure that all emails are carefully read and investigated before replying so that we can ensure all replies are accurate
- Undertake other tasks such as callback if required.
Customer Service Executive
UOB Centre of Excellence (M) Sdn Bhd
04.2019 - 11.2019
- Answer inbound calls from customers
- Respond to customers requests and inquires by answering product and service question
- Identify and resolve customer problems and complaints by giving resolution to customers
- Occasionally perform outbound calls if required.
Intern
IRIS Corporation Berhad
07.2018 - 09.2018
- Responsible for the photography of company events and visit of clients and guests
- Developed graphics and videos for product illustrations, logos and websites
- Managed the inventory and distribution of company apparels to staff members.
Education
Bachelor of Communication in Digital Media -
Limkokwing University of Creative Technology
SPM - undefined
SMK Seri Saujana
Skills
Active listening
Communication
Computer skills
Customer service
Problem solving
Microsoft Office
Google Sheets
Seatalk
CRM
Certification
TEC 1 - Emergency Call Centre Training - Malaysia Airlines
Accomplishments
- Achievements/Tasks
Organizations
Organization Name
Timeline
Customer Service Team Leader
Scicom (MSC) Berhad
08.2021 - Current
Customer Service Executive
UOB Centre of Excellence (M) Sdn Bhd
04.2019 - 11.2019
Intern
IRIS Corporation Berhad
07.2018 - 09.2018
Customer Service Support
Scicom (MSC) Berhad
4 2020 - 07.2021
Bachelor of Communication in Digital Media -
Limkokwing University of Creative Technology
SPM - undefined
SMK Seri Saujana
TEC 1 - Emergency Call Centre Training - Malaysia Airlines