Joey Leong
Shah Alam
Summary
Dynamic customer experience specialist with proven expertise in communication, problem-solving, and empathy. Skilled in leveraging product knowledge to resolve conflicts and adapt to diverse customer needs. Collaborative team player in customer support tools and dedicated to enhancing customer satisfaction through effective feedback management.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Experience Specialist
Hatio Sea Sdn Bhd
03.2022 - Current
- Experienced in onboarding new clients to eWMS warehouse cloud systems and providing consultation on both B2B and B2C warehouse operations
- Oversee the planning, execution, and completion of a project within the established timeline
- This involves coordinating with stakeholders, and clients to ensure that objectives are met and expectations are fulfilled
- Manage risks, resolving conflicts, and ensuring that the project algins with the client's needs and expectations to achieve optimal client satisfaction.
- Integration Proficiency experienced in integrating POS (Point of Sale), ERP (Enterprise Resource Planning), LMD last mile delivery, and accounting software to optimize Warehouse Management Systems (WMS) for operational efficiency.
E-commerce Enabler
Case Case Enterprise
10.2019 - 01.2024
- Proficient in managing stores across multiple online platforms, ensuring brand satisfaction.
- Skilled in executing sales campaigns and offering enticing deals.
- Demonstrated ability to analyze niche product trends and supply products to meet market demands.
- Familiar with Platform such as Shopee, Lazada, Tiktok, Shopify, Magento.
Business Administrator
SRKK Sdn Bhd
01.2019 - 08.2019
- Prepared detailed and competitive quotations for clients, resulting in a 25% increase in sales conversion rates.
- Followed up with potential clients, addressing their concerns and providing additional information, which led to a 15% increase in customer acquisition.
- Coordinated with the sales team to ensure timely delivery of products and services, improving customer satisfaction by 20%.
Education
Bachelor of (Hons) - Marketing With Psychology
And Science University (MSU)
09.2021
Skills
- Communication Skills
- Microsoft Office Proficiency
- Team Collaboration
- Time Management
- Ticketing Tools
- Documentation
Accomplishments
- TechinAsia - PDC Conference Future Maker Finalist (2024)
To propose solution for Challenges in Indonesia Finance Challenge in Supply Chain Industry
- Successful Customer Onboarding Projects (2023-2024)
Digitally transformed and seamlessly onboarded over 10 customers onto Warehouse Management Systems (WMS). Managed project timelines, coordinated training, hands-on support for smooth integration such as POS Malaysia, Maxis, Sunway Multicare Pharmacy etc corporate clients.
Affiliations
- Entrepreneurial Activities: Successfully operated a food-selling venture during university, demonstrating entrepreneurial spirit, financial acumen, and the ability to manage a small business independently.
- Interact Club: Led and participated in various community service initiatives, including organizing and leading activities such as rubbish collection drives, promoting environmental stewardship and community engagement.
- Community Service & Event Management: Spearheaded the organization of iftar events, coordinating logistics, designing promotional materials such as banners, and securing sponsorships to ensure successful community gatherings and outreach efforts.
Efficiency Tools
- Jira
Project Management and Issue Tracking:
- Confluence
Team collaboration and documentation management.
- Slack
Managed team communications and projects effectively.
- Discord
Latest update and community engagement and moderation.
- Clickup
Organizing tasks and planning projects efficiently.
- Heask Ticketing
Proficient in using various helpdesk ticketing systems for resolving customer issues and managing support requests.
- Google Space
Manage email and relevant document.
Languages
Chinese (Mandarin)
First Language
English
Proficient (C2)
C2
Malay
Proficient (C2)
C2
Certification
- EF Set English Certificates
- CustomerSuccessU Cetificates
- Linkedin Top Customer Service Voice Badge
References
Muhammad Solihin
Customer Success Lead
Hatio Sea Sdn Bhd
014-2861814
Timeline
Customer Experience Specialist
Hatio Sea Sdn Bhd
03.2022 - Current
E-commerce Enabler
Case Case Enterprise
10.2019 - 01.2024
Business Administrator
SRKK Sdn Bhd
01.2019 - 08.2019
Bachelor of (Hons) - Marketing With Psychology
And Science University (MSU)
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