Jon Theng Jon Theng
Customer Service Expert
Klang, Selangor
Summary
Highly skilled and dedicated professional with a proven track record of 10 years in customer experience management.
Seeking a challenging position that utilizes my exceptional communication skills, adaptability, people management abilities, and capability to perform effectively under high-pressure situations.
Salary expectation
- MYR 11,000 monthly
Overview
10
10
years of professional experience
Work History
AIRBNB Claims Analyst Team Leader
TDCX
7 2021 - Current
- Processing reimbursement claims, Verifying insurance coverage, Reviewing insurance cases, Analyze and investigate complicated insurance claims to help prevent fraud, Review and process new claims reports, Uphold relationships and communication with insurance departments and clients, Organize and present claim review plans, Resolve claims in a timely manner, Responsible for team quality (NPS) and performance ensure up to company standard, Conduct training for new and old staff, Report team results to client time to time (weekly, monthly, annually)
Outlet Operation Manager
Redbox Karaoke
04.2021 - 06.2021
- Responsible for the profitability of the outlet, Performs outlet-level support functions including customer service, scheduling, day-to-day operations, cashiering, loss prevention, maintenance and back office support, Oversee the daily operations of the outlet for efficient operations, Plan and assign daily workloads to outlet associates, Develop and enforce established policies and procedures, Establish operational strategies to meet quality and customer service standards, Develop marketing strategies to improve sales and profitability, Maintain the outlet facility clean and safe, Obtain customer feedback and recommend necessary outlet operational changes, Interview and hire associates for outlet operations, Schedule orientations and job training to outlet associates, Organize regular meetings to discuss about issues and updates, Analyze and resolve problems in a timely and accurate manner, Organize special events and entertainments to attract more customers, Address customer queries courteously and ensure customer satisfaction, Develop cost-effective operational plan to achieve outlet goals, Assist in cash handling activities and develop expense and revenue reports
Senior Cabin Crew
Airasia x
09.2018 - 06.2020
- The main responsibilities of cabin crew members include: Safety and security, Customer service, Cabin maintenance, Administrative duties, Compliance, First aid and medical assistance
Cabin Crew
AirAsia
02.2017 - 08.2018
- The main responsibilities of cabin crew members include: Safety and security, Customer service, Cabin maintenance, Administrative duties, Compliance, First aid and medical assistance
Merchant Service ANZ & NZ
American Express
01.2016 - 01.2017
- Communicate with customers via email and phone, Educate customers on best practices and the use of their systems, Assist customers in understanding and filling out merchant processing applications, Maintain an accurate record of accounts held by merchants to use and distribute that information as required, Assist customers in their pursuit to achieve compliance with security frameworks such as PCI-DSS and any of the various PII frameworks, Remotely install, configure, and troubleshoot custom payment application, Remotely install, configure, and troubleshoot payment terminals, Remotely install, configure, and troubleshoot network equipment, Remotely install, configure, and troubleshoot network security software, Accurately enter merchant account configuration, Use backend systems to properly provision and monitor equipment and services for customers
Inbound and Outboud Customer Service
Agoda.com
04.2014 - 12.2015
- Answering inbound calls, Processing orders and payments, Handling customer complaints, Following up on customer calls, Making outbound calls to hotels, Up-selling and cross-selling, Conducting market research, Email reply, Daily report, Real Time Traffic report, Relocation
Education
MBA - Business Management
INTI International University
Subang Jaya, Selangor, Malaysia 04.2001 -
High School Diploma -
INTI International University
Subang Jaya, Selangor, Malaysia 04.2001 -
Skills
Leadership and mentoring
Conflict resolution
Process improvement
Customer retention
Multi-channel expertise
Data analysis
Industry-specific knowledge
Crisis management
Cultural competence
Technology proficiency
Soft skills
Timeline
Outlet Operation Manager
Redbox Karaoke
04.2021 - 06.2021
Senior Cabin Crew
Airasia x
09.2018 - 06.2020
Cabin Crew
AirAsia
02.2017 - 08.2018
Merchant Service ANZ & NZ
American Express
01.2016 - 01.2017
Inbound and Outboud Customer Service
Agoda.com
04.2014 - 12.2015
MBA - Business Management
INTI International University
04.2001 -
High School Diploma -
INTI International University
04.2001 -
AIRBNB Claims Analyst Team Leader
TDCX
7 2021 - Current
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