Summary
Overview
Work History
Education
Skills
Accomplishments
Key Improvements Made
Timeline
Generic

Jeremy Ooi

Manager
Setia Alam, Selangor

Summary

Results-driven Customer Service and Operations Professional with over 15 years of experience in automotive and hospitality industries. Proven expertise in managing customer relationships, resolving complex issues, and leading teams to deliver exceptional service. Skilled in developing SOPs, improving operational efficiency, and driving customer satisfaction. Adept at fostering strong relationships with internal and external stakeholders to achieve organizational goals.

Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

19
19
years of professional experience
2004
2004
years of post-secondary education
3
3
Languages

Work History

Manager, Business Development & Customer Relations

DRB-HICOM Auto Solutions Sdn. Bhd.
11.2011 - Current
  • Customer Service Excellence: Acted as the primary liaison for after-sales customer service, resolving complaints within lead time via face-to-face meetings, phone calls, emails, and letters
  • Achieved a 95% customer satisfaction rate by ensuring timely and effective issue resolution
  • Vendor & Supplier Management: Built and maintained strong relationships with vendors and suppliers, ensuring cost-effective solutions and meeting customer demands
  • Team Leadership: Managed and mentored a team of 6 staff, ensuring compliance with MS ISO 9001:2008 standards and achieving operational efficiency in Pre-Delivery Inspections for brands like Mitsubishi, Volkswagen, Audi, and Proton
  • Process Improvement: Developed and implemented Standard Operating Procedures (SOPs) for customer handling and vehicle inspections, reducing repeated complaints by 20%
  • Business Development: Collaborated with the business development team to negotiate and secure extended service agreements with Audi Malaysia
  • Successfully recommended 2 staff for promotion, enhancing team morale and performance
  • Recognized by superiors for outstanding performance, leading to concurrent involvement in business development initiatives since February 2021
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.

Senior Executive, Customer Support

Genting Malaysia Berhad
02.2010 - 10.2011
  • Customer Safety & Satisfaction: Conducted unscheduled inspections of buses and limousines to ensure customer safety and comfort, achieving a 10% reduction in vehicle breakdowns
  • Complaint Resolution: Managed and resolved customer complaints within lead time, ensuring no repeated issues
  • SOP Development: Initiated and implemented a vehicle inspection SOP, improving operational efficiency and customer safety
  • Reporting & Administration: Prepared monthly reports on vehicle inspections and customer feedback, providing actionable insights for continuous improvement
  • Successfully drafted and implemented a vehicle inspection SOP, minimizing breakdowns and enhancing customer safety

Executive, Customer Service

UMW Toyota Motor Sdn. Bhd.
07.2006 - 12.2009
  • Customer Complaint Management: Resolved customer complaints within 3 days, maintaining a 95% containment rate and preventing escalation to Head Office
  • Service Efficiency: Monitored vehicle service lead times and customer appointment schedules, ensuring adherence to KPIs
  • Team Coaching: Trained and guided Service Advisors on Toyota’s 7-Steps Customer Check-In process, improving service quality and customer satisfaction
  • Successfully resolved 2 Tribunal claim cases amicably, averting further customer dissatisfaction
  • Completed Toyota Marketing & Sales modules and implemented them across branches, improving sales performance

Education

Diploma - Information Technology

Royal Melbourne Institute of Technology

Skills

  • Customer Relationship Management (CRM)
  • Complaint Resolution & Conflict Management
  • Team Leadership & Staff Development
  • Standard Operating Procedure (SOP) Development
  • Vendor & Supplier Management
  • Business Development & Negotiation
  • Operational Efficiency & Process Improvement

Team leadership

Operations management

Strategic planning

Decision-making

Customer service

Accomplishments

  • Successfully negotiated with Audi Malaysia to extend the Service Agreement contract, securing long-term business opportunities.
  • Recognized for leadership in overseeing Inventory Control processes in compliance with MS ISO 9001:2008 requirements.
  • Improved team performance by mentoring and recommending 2 staff for promotion.

Key Improvements Made

  • Added a concise summary to highlight your key skills and experience upfront.
  • Created a dedicated section to showcase your core competencies.
  • Focused on measurable achievements and outcomes, using bullet points for clarity.
  • Eliminated repetitive phrases and streamlined content for better readability.
  • Highlighted key accomplishments to make your resume stand out.

Timeline

Manager, Business Development & Customer Relations

DRB-HICOM Auto Solutions Sdn. Bhd.
11.2011 - Current

Senior Executive, Customer Support

Genting Malaysia Berhad
02.2010 - 10.2011

Executive, Customer Service

UMW Toyota Motor Sdn. Bhd.
07.2006 - 12.2009

Diploma - Information Technology

Royal Melbourne Institute of Technology

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