Edmund Soo
Customer Service Specialist
Kuala Lumpur
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
7
7
years of professional experience
9
9
years of post-secondary education
4
4
Languages
Work History
Customer Service Specialist
TDCX
05.2023 - Current
- Answering inbound calls and making outbound calls
- Ensure users have a seamless experience
- Making escalation to relevant department if required
- Making decision making judgment for cases
- Providing resolutions to users.
Operation Specialist – Contact Centre
Marsh & McLennan
11.2022 - 04.2023
- Answering inbound calls
- Assisting employees from Singapore regarding their insurance benefits
- Making escalation to insurer or backend if situation if needed.
Customer Service Analyst
CITISERVICE TRANSACTIONS GROUP
09.2020 - 10.2022
- In charge of Instant payment for corporate accounts
- Monitor and ensure payment system is processing smoothly
- Answering inquiries via calls and emails from clients
- Report to teams in charge when issues occur with system.
Team Leader
GLOBEE SERVICES
01.2020 - 04.2020
- People management
- Managing a total of 13 agents
- Oversee both social media and Email team
- Reporting agent KPI performance to client on a weekly basis
- Training new recruits
- Provide coaching sessions to agents
- Ensuring daily operations running smoothly
- Preparing roster for agents
- Organizing team meetings
Subject Matter Expert
GLOBEE SERVICES
07.2019 - 01.2020
- Leading operations during shift
- Reporting to client on status of operations
- Guiding agents on responding emails and calls when they have difficulties
- Assisting clients to perform internal tasks.
Customer Experience Representative
GLOBEE SERVICES
04.2019 - 07.2019
- Being part of the Boost e-wallet project
- Assisting customers when facing an issue with the app
- Responding emails and receiving inbound calls from customers regarding inquiries and complaints
- Making sure users of the app having a seamless experience.
Help-Desk Specialist
G2A.com
07.2017 - 11.2018
- Responsible for responding to inquiries when clients have issue with products in English and Chinese
- Ensure customers have a wonderful experience when purchasing
- Started a new role as a Shift Manger on 23rd October 2018
- Main responsibility is to be making sure that the shift goes smoothly and making reports
- Dealing complaints regarding products from clients in English and Chinese.
Education
Bachelor's Degree in Aviation Management -
UNIVERSITY OF INFORMATION TECHNOLOGY AND MANAGEMENT
Rzeszow, Poland 10.2014 - 04.2018
Secondary school -
METHODISTS’ BOYS SCHOOL
Penang, Malaysia 01.2012 - 12.2013
Secondary school -
SMK HAMID KHAN
Penang, Malaysia 01.2009 - 12.2012
Skills
Customer Retention
Account Management
Customer Order Management
Complaint resolution
Good communication skills
Complaint Handling
Regulatory Compliance
Customer Relations
Call center experience
Customer Service
Problem Resolution
Report Generation
Escalation management
Follow-up skills
Critical Thinking
Call Center Operations
Timeline
Customer Service Specialist
TDCX
05.2023 - Current
Operation Specialist – Contact Centre
Marsh & McLennan
11.2022 - 04.2023
Customer Service Analyst
CITISERVICE TRANSACTIONS GROUP
09.2020 - 10.2022
Team Leader
GLOBEE SERVICES
01.2020 - 04.2020
Subject Matter Expert
GLOBEE SERVICES
07.2019 - 01.2020
Customer Experience Representative
GLOBEE SERVICES
04.2019 - 07.2019
Help-Desk Specialist
G2A.com
07.2017 - 11.2018
Bachelor's Degree in Aviation Management -
UNIVERSITY OF INFORMATION TECHNOLOGY AND MANAGEMENT
10.2014 - 04.2018
Secondary school -
METHODISTS’ BOYS SCHOOL
01.2012 - 12.2013
Secondary school -
SMK HAMID KHAN
01.2009 - 12.2012