Fong Yun Xuan

Puchong Batu Dua Belas

Summary

JLPT N2-certified communication graduate with 1 year and months of customer service experience in travel tech. Skilled in resolving client inquiries, analyzing cultural communication patterns, and collaborating across teams. Combines academic rigor in international media research with practical multilingual support abilities.

Overview

years of professional experience

Certification

Work History

Customer Service Executive

Daythree

12.2023 - Current

Managed approximately 40 incoming chats per day from customers

Optimized service quality by analyzing customer needs and implementing tailored solutions, strengthening interpersonal and problem-solving skills.
Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Accelerated team onboarding by training new hires on service protocols, reducing ramp-up time and boosting productivity.
Boosted customer retention rates by providing exceptional service and building rapport with clients.

Education

Bachelor of Arts (Hons) - International Communication Studies

University of Nottingham Malaysia

07.2023

Skills

Zendesk
Genesys Cloud
MS Word
MS Excel
Multilingual Support (Chinese/English/Japanese)

Problem-Solving & Critical Thinking
Team collaboration
Customer engagement
Customer relationship management

LANGUAGES

Chinese

Bilingual or Proficient (C2)

English

Bilingual or Proficient (C2)

Japanese

Upper intermediate (B2)

Malay