Ethan Hah
Sr. Executive
Summary
- Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
- Knowledgeable and dedicated customer service professional with extensive experience in both BPO and E-commerce industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
- Committed with 6 years of extensive experience in quality management. Proven background using research methodologies and techniques to conduct data analysis and provide recommendations. Working knowledge of internal and outside audit processes and responses to take action immediately.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Customer Relationship Specialist
E-Nescom Designify Elements
04.2024 - Current
- Provided excellent customer service and provided answers to client questions within set standards.
- Worked cross-functionally with various members of different teams.
- Worked with multiple screens and programs to resolve customer issues.
- Interpreted contracts and communicated terms and conditions.
- Managed complex accounts by building trust with key stakeholders through regular communication and expert problem-solving abilities.
- Developed strong customer relationships through exceptional communication skills and empathy.
- Conducted regular follow-up calls with customers after issue resolution, ensuring continued satisfaction and identifying potential upsell opportunities.
- Implemented proactive outreach strategies to strengthen relationships with key clients, resulting in increased loyalty and repeat business.
- Spearheaded efforts to streamline departmental workflow processes, resulting in increased productivity among team members.
- Enhanced customer satisfaction by addressing and resolving concerns in a timely manner.
- Maintained detailed records of customer interactions, allowing for targeted follow-ups and improved support services.
- Consistently met and exceeded sales targets by understanding customer needs and offering tailored solutions.
- Delivered comprehensive product knowledge training sessions to new team members, ensuring consistent quality of service across the team.
- Collaborated with cross-functional teams to ensure seamless service delivery, leading to high levels of customer retention.
- Utilized inbound and outbound telephone techniques to solidify and build client relationships.
- Fostered a culture of continuous improvement by encouraging team members to share their ideas for enhancing customer experiences, leading to numerous successful initiatives.
- Provided personalized support to customers, ensuring their needs were understood and met with appropriate solutions.
- Streamlined processes for improved efficiency, resulting in reduced wait times and increased customer satisfaction.
- Identified trends in customer feedback, working closely with management to develop targeted improvement initiatives.
- Utilized CRM systems effectively to track customer engagements and optimize service offerings based on data insights.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and team productivity by promoting operational best practices.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved accounting, service and delivery concerns.
- Sought ways to improve processes and services provided.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and backed up other customer service managers.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Sr. Quality Assurance Analyst
Startek BPO Malaysia
07.2018 - 03.2024
- Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
- Met tight deadlines to satisfy client demands and project timelines.
- Provided extensive quality assurance training via both in-person and remote teleconferences.
- Documented integration issues and vulnerabilities and outlined improvement recommendations.
- Checked configuration files and logs to uncover root causes of problems.
- Monitored activities and supporting systems to meet compliance regulations.
- Proposed development and testing improvements to positively impact usability, function and performance.
- Resolved issues efficiently and built excellent client rapport, which led to enhanced customer satisfaction ratings.
- Led efforts to establish a consistent QA methodology, resulting in greater consistency and predictability in project outcomes.
- Mentored junior QA analysts, fostering a culture of continuous improvement and knowledge sharing within the team.
- Established strong relationships with cross-functional teams, promoting effective communication and collaboration throughout the organization.
- Championed the adoption of industry best practices for Quality Assurance, elevating overall performance levels across the organization.
- Served as a subject matter expert on regulatory standards and compliance requirements for various industries served by our software solutions.
- Mentored and coached team members on QA topics and strategies.
- Developed reports and materials for key stakeholders related to quality goals, progress and challenges.
- Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
Customer Service Representative
Startek BPO Malaysia
10.2017 - 06.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Trained new personnel regarding company operations, policies and services.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Sales Executive
United Oversea Bank Malaysia
09.2016 - 08.2017
- Negotiated and closed profitable sales contracts with new and existing customers to increase loyalty and retention.
- Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals.
- Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them.
Education
High School Diploma -
SMK Taman Daya 2
Johor Bahru, Johor, Malaysia 04.2001 -
Skills
Telephone skills
Teamwork and Collaboration
Computer Skills
Customer Service
Problem-solving abilities
Understanding Customer Needs
Data Entry
Multitasking
Excellent Communication
Complaint resolution
Product and service knowledge
Decision-Making
Active Listening
Timeline
Customer Relationship Specialist
E-Nescom Designify Elements
04.2024 - Current
Sr. Quality Assurance Analyst
Startek BPO Malaysia
07.2018 - 03.2024
Customer Service Representative
Startek BPO Malaysia
10.2017 - 06.2018
Sales Executive
United Oversea Bank Malaysia
09.2016 - 08.2017
High School Diploma -
SMK Taman Daya 2
04.2001 -
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