Hong Foong Shen
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
9
9
years of professional experience
Work History
Customer Service Executive
Kenanga Guestserve Solution Sdn Bhd
Kuala Lumpur, Kuala Lumpur, Malaysia
09.2025 - 03.2026
- Managed complaints with calm, clear communication and problem-solving.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Handled customer concerns and escalated major issues to supervisor.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Actively listened to customers to fully understand requests and address concerns.
Customer Service Executive
Taskus Sdn Bhd
01.2022 - 04.2026
- Streamlined communication channels for improved efficiency in handling customer concerns.
- Drove process improvements aimed at increasing operational efficiency and reducing wait times for customers.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
Content Reviewer
Accenture
01.2019 - 01.2022
- Analyzing and Reviewing user profiles, videos and text based content
- Investigating and resolving issues that are reported by users or flagged by the system
- Using problem-solving skills to continuously deliver value to our clients, while making larger impact on society.
Internship
Tiek Heng Timber Trading Sdn Bhd
01.2017 - 01.2018
- Maintained accurate records of financial transactions for ease of reference in budget analysis or audits
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set
Audit Assistance
P.S. Kong & Co.
01.2018
- My job scope is to test internal controls of the company
- Prepare and analyze financial records for accuracy and present finance and budget insights to senior auditor for feedback
- Record payments and filed the documents accordingly
- Do reconciliation between bank records and company records.
Education
Bachelor Degree in Accounting and Finance -
Curtin Singapore
SingaporeDiploma of Commerce - Bachelor of Accounting
Curtin Singapore
Singapore01-2018
Skills
,,,,,
- Excel Work
- Problem-Solving
- Accounts
- Storyboards
- Strong Communication
- Auditing
- Complaint resolution
- Process improvement
Languages
4,B2,5,C1,4,B2
Skills
4,5,5,4,5,4
Languages
Chinese (Mandarin)
English
Chinese (Cantonese)
Malay
Timeline
Customer Service Executive
Kenanga Guestserve Solution Sdn Bhd
09.2025 - 03.2026
Customer Service Executive
Taskus Sdn Bhd
01.2022 - 04.2026
Content Reviewer
Accenture
01.2019 - 01.2022
Audit Assistance
P.S. Kong & Co.
01.2018
Internship
Tiek Heng Timber Trading Sdn Bhd
01.2017 - 01.2018
Bachelor Degree in Accounting and Finance -
Curtin Singapore
Diploma of Commerce - Bachelor of Accounting
Curtin Singapore