ERIC GEORGE WONG
Customer Success Consultant
Bayan Lepas
Summary
Results-driven Customer Success Consultant with a strong background in client relationship management, project implementation, and issue resolution. Adept at identifying areas for improvement and optimizing customer experience through tailored solutions. Passionate about driving business success by ensuring customer satisfaction, retention, and product adoption.
Overview
9
9
years of professional experience
6
6
Languages
Work History
SENIOR CUSTOMER SUCCESS CONSULTANT
Boostorder Sdn Bhd
07.2023 - Current
- Managed Major Accounts: Led and nurtured relationships with key accounts (example: Heineken), ensuring customer satisfaction and retention
- Project Management: Managed up to four projects per month, coordinating cross-functional teams to deliver solutions that align with customer needs
- Customer Communication: Acted as the primary point of contact for clients, understanding their pain points and providing tailored solutions using company products
- Product Utilization: Leveraged in-depth knowledge of company products to address customer challenges, leading to improved client outcomes and increased product adoption
- Hypercare Support: Led advanced troubleshooting and second-level debugging, utilizing API testing with Postman to swiftly diagnose and resolve complex issues, ensuring a seamless post-implementation transition.
- ERP Migration Management: Successfully managed the migration of customers from legacy ERP systems to new platforms, coordinating with internal teams and clients to ensure seamless transitions
CUSTOMER SUPPORT EXECUTIVE
Boostorder Sdn Bhd
03.2022 - 07.2023
- 1st Level Support & Debugging: Acted as the frontline for customer inquiries, providing effective 1st level debugging and ensuring timely issue resolution
- Customer Communication: Maintained professional and empathetic communication with customers, even during critical issues like major server outages
- Crisis Management: Played a key role in handling server outages, delivering real-time updates and solutions to minimize client impact
- Performance Excellence: Consistently met and exceeded KPIs while being the sole team member managing support operations
- Operational Efficiency: Streamlined support processes, contributing to improved response times and customer satisfaction
Digital Marketing Executive
Reunion Asia & Reunion F&B
11.2020 - 01.2021
- Created and managed social media content for a new cafeteria.
- Captured and edited high-quality photos of hotel and restaurant environments.
- Designed branding materials, including logos, banners, name cards, and uniforms.
SOCIAL MEDIA COORDINATOR CUM FINANCIAL ADVISOR
Talent Excelsior
07.2019 - 02.2020
- Managed social media accounts, creating and publishing engaging content.
- Communicated with clients and resolved minor financial concerns.
SALES ASSISTANT
Chew Thean Yang Aquatic & Pet Store
07.2016 - 04.2017
- Assisted customers with product selection and recommendations.
- Maintained the well-being of live animals in the store
SALES ASSISTANT
Syarikat Sri Gemilang
01.2016 - 03.2016
- Interacted with customers and handled sales transactions.
- Edited and printed customized name cards and stickers.
Education
SPM - Bahasa Malaysia, Mathematics
SM Sung Siew
Sandakan, Sabah, MalaysiaDiploma - Mass Communication
UOWKDU Penang University
George Town, Penang, MalaysiaSkills
- Customer Relationship Management
- Project Management & Implementation
- Issue Resolution & Troubleshooting
- Client Engagement & Retention
- Analytical Thinking & Problem-Solving
- Continuous Improvement Strategies
- ERP Migration & Integration
- Social Media Content Creation
- Communication & Stakeholder Management
- Multilingual: English, Bahasa Malaysia, Mandarin, Cantonese, Hokkien, Hakka
Websites
Timeline
SENIOR CUSTOMER SUCCESS CONSULTANT
Boostorder Sdn Bhd
07.2023 - Current
CUSTOMER SUPPORT EXECUTIVE
Boostorder Sdn Bhd
03.2022 - 07.2023
Digital Marketing Executive
Reunion Asia & Reunion F&B
11.2020 - 01.2021
SOCIAL MEDIA COORDINATOR CUM FINANCIAL ADVISOR
Talent Excelsior
07.2019 - 02.2020
SALES ASSISTANT
Chew Thean Yang Aquatic & Pet Store
07.2016 - 04.2017
SALES ASSISTANT
Syarikat Sri Gemilang
01.2016 - 03.2016
SPM - Bahasa Malaysia, Mathematics
SM Sung Siew
Diploma - Mass Communication
UOWKDU Penang University
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