Jolene Cheah-Sanders
Kuala Lumpur
Summary
Problem solver, dedicated Support Specialist in providing quality care for ultimate customer satisfaction. Intuitive and sensitive is one my forte. Strength, critical thinking and thinking outside the box. Motivated Professional with a drive for serving as a dedicated support specialist and energetic team member.
I enjoy planning and have a good organizational skills and would be happy to be given opportunity to drive more project.
Overview
11
11
years of professional experience
10
10
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Project Manager
Wedding Planning
Kuala Lumpur
05.2022 - 05.2022
- Updated operational methods and oversaw accounting procedures for improved efficiency.
- Developed and initiated projects, managed costs and monitored performance.
- Maintained relationships with material vendors to lower costs and diversify capabilities.
- Met project deadlines without sacrificing build quality or workplace safety.
Support Engineer
SAP Fieldglass
Kuala Lumpur
03.2018
- SAP Fieldglass is a cloud-based, open vendor management system (VMS) that helps organizations find, engage and manage their external workforce and services procurement resources
- Research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner
- Responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments
- Updating/Creating KBA's
- Redirected calls as needed and worked internal stakeholder to address any outstanding issues or concerns
- Innovation ambassador as APAC representative to bring forth ideas and processes into SAP Innovation channel
- Module SME: SOW, Rates/Invoicing, and Integration.
Virtual Office Manager
Servcorp Malaysia
Kuala Lumpur
09.2016 - 03.2018
- Managing the virtual office product responsible for educating potential inquiry on their business requirement for virtual office product
- Maintaining and cross selling services to existing client as and when required
- Monthly/weekly reporting on business profit loss and revenues to be submitted to Country manager on a weekly basis
- Maintaining the client monthly subscription via debit/credit manually
- Act as a event coordinator for all corporate related event
- Attend monthly networking meeting to increase lead generation
- Monthly Market research survey to benchmark with top provider in the industry.
Senior Techical Consultant
Teneo Technologies Sdn Bhd
Kuala Lumpur
10.2014 - 09.2016
- Customize consultative role cum business operation support for multiple profile
- Managing the web content of the clients' web portal
- Current client portfolio includes the Golden Screen
- Cinemas (GSC) and Tesco Stores (Malaysia)
- Conduct internal and external training (to clients) on the use of the WebLite module
- Authors and maintains the training manual and relevant project documentations - Perform 1st Level troubleshooting for service tickets raised by the client through the Zendesk helpdesk Support all calls and email pertaining Weblite application by coordinating all 2nd Level escalations with relevant parties to ensure that cases are closed within SLA (Service Level Agreement) given.
Assistant Team Lead
Spidercomm Sdn Bhd
Kuala Lumpur
08.2012 - 09.2014
- Performance management maintenance
- Daily monitoring against target to the Operation manager with proposed strategies to improve team performance where necessary
- Preparing staff roster weekly basis
- Supporting and overseeing mobile application project and development
- Acting Program management support on APPCRAZEE app
Global Support Executive
OB10 SDN BHD
Kuala Lumpur
11.2009 - 08.2012
- Assist user with invoice creation through phone/email walkthrough.
- Authored documentation on unique challenges specific to providing support for customers in United States.
- Maintained customer satisfaction rate of 89% for service calls.
customer service representative
Symphony BPO Solutions Sdn. Bhd
Kuala Lumpur
01.2007 - 10.2009
- For Electronic invoicing
- Responding to ticketing system raise by client via OBI (Oracle business intelligence)
- Performing inbound and outbound phone walk through on how to use the electronic invoicing portal to supplier across the States
- Supporting the calls and email channel and coordinating all 2nd Level escalations with relevant parties and ensure that cases are closed within SLA., 1st level Helpdesk support for Agilent Technologies/Credit Suisse/Avago
- Supporting basic HR/payroll related query via email and phone calls
- Perform 1st Level check in tickets raised by the client through the CRM system
- Coordinates all 2nd Level escalations with relevant parties to ensure all escalation are forward through within the SLA given.
Education
BACHELOR OF TOURISM MANAGEMENT -
Open University Malaysia
09.2015 - 09.2020
O Level - undefined
Cheras
01.1999 - 12.2003
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LINKS
Skills
Problem SolvingFlexibility and AdaptabilityCreativityTeamworkEffective Time ManagementLeadershipAdaptabilityAbility to Work in a TeamCommunication SkillsMicrosoft OfficeConflict ResolutionSelf-motivationCritical thinking and problem solvingDecision MakingLeadership SkillsAbility to MultitaskFast LearnerComputer SkillsAbility to Work Under PressureCustomer ServiceBahasa MelayuHOBBIESFloral arrangementCollecting plants (Hoya's) wax flower
Project planning
Accomplishments
- Cadet Police, SMK Cheras, Kuala Lumpur
- JANUARY 2000 — DECEMBER 2002
- Actively participate in Marching band practice for Police day appreciation Malaysia
- Bowling club
Certification
Foundations of Project Management
Timeline
Foundations of Project Management
06-2022
Project Manager
Wedding Planning
05.2022 - 05.2022
Support Engineer
SAP Fieldglass
03.2018
Virtual Office Manager
Servcorp Malaysia
09.2016 - 03.2018
BACHELOR OF TOURISM MANAGEMENT -
Open University Malaysia
09.2015 - 09.2020
Senior Techical Consultant
Teneo Technologies Sdn Bhd
10.2014 - 09.2016
Assistant Team Lead
Spidercomm Sdn Bhd
08.2012 - 09.2014
Global Support Executive
OB10 SDN BHD
11.2009 - 08.2012
customer service representative
Symphony BPO Solutions Sdn. Bhd
01.2007 - 10.2009
O Level - undefined
Cheras
01.1999 - 12.2003
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LINKS