Microsoft
Jun Yao (Elviss) Chin
Customer Service Consultant
Kuala Lumpur
Summary
Helpful Senior Customer Service Executive possessing friendly demeanor and excellent problem-solving and communication skills. Bringing 8 years of experience increasing customer satisfaction levels and business performance by handling and analyzing complaints and designing customer service strategies. Dedicated to creating positive impression on customers to build and retain customer base.
Qualified Senior Customer Service Executive with proven track record in managing high-volume customer interactions and resolving complex issues. Successfully led initiatives to improve customer satisfaction and streamline service processes. Demonstrated proficiency in team leadership and problem-solving abilities.
Overview
12
12
years of professional experience
2026
2026
years of post-secondary education
4
4
Languages
Work History
Senior Customer Service Executive
Shangri-La Shared Service
09.2021 - Current
- Handling Hong Kong Market - Shangri-La Group property in Hong Kong, total of 4 hotels.
- Communication and assistance between guest, sales team and hotel stakeholders.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving issues.
- Promoted as Manager on Duty (MOD).
- Mentored junior team members for career development, offering ongoing guidance on goal setting, skill-building, and performance improvement strategies.
- Initiated plans to improve guest relations, quality standards, and service efficiency.
- Handling daily MOD task as cancellation or amendment request, align standard operating procedures, direct communication with hotel stakeholders, escalation, chronology experience, and team members inquiries.
- Streamlined operations, optimizing resource allocation and prioritizing high-impact tasks.
- Provided exceptional customer service, addressing concerns promptly and ensuring repeat business from satisfied clients.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Managed escalated guest and hotel issues with diplomacy and professionalism, often turning challenging situations into positive outcomes.
- Collaborated with sales teams to promote special offers and upsell additional services to guests during reservation process.
- Handling escalation and complaint call and email.
- Nominated for floor support to new hired.
- During Nov 2021 to Apr 2023, 2 Hong Kong properties are designed Quarantine Hotel. Provide room quotation, make reservation and assist guest inbound Health & Quarantine Information Declaration.
- Enhanced guest satisfaction by efficiently managing reservations and providing accurate booking information.
Customer Service Executive
Shangri-La Share Service
09.2021 - Current
- Handling Hong Kong Market - Shangri-La Group property in Hong Kong, total of 4 hotels.
- Communication and assistance between guest, sales team and hotel stakeholders.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving issues.
- Described product and service details to guests to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Addressed customer concerns and resolved issues, resulting in improved guest relations.
- Streamlined reservation processes for increased efficiency and reduced booking errors.
- Enhanced guest satisfaction by efficiently managing reservations and providing accurate booking information.
- Maintained up-to-date knowledge of hotel promotions, rates, and availability for accurate bookings.
- Managed high call and email volume for hotel reservations, promptly addressing inquiries and requests from member and guest.
- During Nov 2021 to Apr 2023, 2 Hong Kong properties are designed Quarantine Hotel. Provide room quotation, make reservation and assist guest inbound Health & Quarantine Information Declaration.
- Collaborated with sales teams to promote special offers and upsell additional services to guests during reservation process.
- Handling escalation and complaint call and email.
- Nominated for floor support to new hired.
Customers Service Agent
Concentrix Malaysia
11.2019 - 06.2021
- Internal transfer to another project from Abbott Diabetes Care to Dell.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers how to use company systems, complete forms and obtain desired services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Optimized customer support by establishing collaborative service environment.
- Promptly responded to inquiries and requests from prospective customers.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Met all customer call guidelines including service levels, handle time and productivity.
- Responded to customer requests for products, services and company information. • Provided ongoing guest service, including Product or Service advice.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Conducted thorough testing of newly-installed hardware components to ensure compatibility with existing systems.
- Installed necessary software programs to meet specific user needs and enhance workflow capabilities within departments.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
- Recommended new and replacement hardware and software purchases.
- Collaborated with team members to troubleshoot complex technical issues, resulting in faster resolution times.
- Arrange technician and provide onsite service.
Customers Service Agent (Abbott Diabetes Care)
Concentrix Malaysia
11.2019 - 06.2020
- Educated customers how to use company systems, complete forms and obtain desired services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Optimized customer support by establishing collaborative service environment.
- Promptly responded to inquiries and requests from prospective customers.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Met all customer call guidelines including service levels, handle time and productivity.
- Responded to customer requests for products, services and company information.
- Provided ongoing guest service, including [Product or Service] advice.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved over 20-30 average call from customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
- Resolved few issues over phone with when customers call in daily.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
Customer Service Agent (Expedia Travel Agent)
Aegis BPO Malaysia (Ara HQ)
12.2017 - 09.2019
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
- Handled calls per timeframe to address customer inquiries and concerns.
- Organized and maintained VIP traveler program with discounts and special deals.
- Coordinated package of Flight and Hotel, Flights and Hotels based on cost and time of travel to enhance client experience and satisfaction.
- Communicated with customers, hotel reservation, hotel staff, flight customer service agents by using email, phone and face-to-face interactions.
- Resolved any types problems, improved operations and provided exceptional client support.
- Monitored social media and online sources for industry trends.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Increased customer satisfaction by resolving Product or Service issues.
- Worked with customers to understand needs and provide service.
- Resolved any problems customer face, improved operations and provided exceptional client support.
- Worked to let customers to understand needs and provide our service.
- Resolved over 40 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
Cashier and Waiter
Peekaboo Cafe
03.2017 - 11.2017
- Maintained table settings by removing courses, replacing utensils and refilling beverages promptly and courteously.
- Used correct cleaning, sanitizing and food handling procedures to maintain optimal protections for customers.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Stayed up to date on menu changes to offer current and accurate information, answer questions and help customers select optimal meal choices based on individual preferences.
- Performed complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Prepared beverages and filled food orders for customers.
- Suggested appropriate food and drink pairings to increase per-ticket sales.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Maintained customer satisfaction by clarifying questions about orders and specialty items.
- Kept server areas clean and stocked during service hours to increase efficiency while serving tables.
- Monitored dining rooms for seating availability as well as service, safety and well-being of guests.
- Greeted new customers, discussed specials, took drink orders and built immediate positive connections with guests.
Point of Sale Associate
Deluxe Computer Service
03.2013 - 11.2017
- Checked prices for customers and processed items sold by scanning barcodes.
- Assisted customers with special services, account updates and promotional options.
- Helped over guests every day by processing payments, monitoring reward accounts and resolving service concerns.
- Reviewed and resolved differences between accounting information and cash drawer.
- Restocked, arranged and organized merchandise in front lanes to drive product sales.
- Operated cash register for cash, check and credit card transactions with number accuracy.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Answered questions about store policies and concerns to support positive customer experiences.
- Increased sales Number by offering advice on purchases and promoting additional products.
- Opened and closed register by counting money, separating charge slips, balancing drawers and making deposits.
- Built loyal clientele through consistent appreciation and friendly, welcoming interactions.
- Provided expertise on products, including demonstrating features, answering questions, and redirecting objections to highlight positive aspects.
- Assisted customers by answering questions and fulfilling requests.
- Educated customers on promotions to enhance sales.
- Helped customers manage large purchases by collecting items from shelves and storage locations.
- Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff.
- Backed up company data on regular basis, successfully recovering critical information after malware attacks.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware, devices and software to set up work stations for employees.
- Helped streamline repair processes and update procedures for support action consistency.
- Setup, installed and configured computers in various business locations to support operations and reporting.
- Assisted with aircraft and equipment transport and movement.
- Replaced and installed new machinery, equipment and parts.
- Reviewed technical documentation to complete equipment maintenance and repair.
Education
No Degree - SPM
SMK Bandar Baru Sri Petaling
Kuala Lumpur, Malaysia 01.2008 - 2012.12
Foundation
SEGi College
Kuala Lumpur, 14 2015.10 - Current
Skills
Teamwork and collaboration
Microsoft office
Active listening
Time management abilities
Issue and complaint resolution
Complaint investigation
Problem-solving
Customer service excellence
Software
Interests
Travel
Social Communication
Additional Information
I'm willing to learn more new knowledge. I enjoy meeting and serving people from all around the world, I always smile to everyone, and I like to communicate with others.
I believe that I am able to gain more experience and build up my confidence and communication skills by work in this company.
Lastly, I will always have the passion to work in all customer service industry and I will definitely commit to my job if I have the chance.
I hereby confirm that all the information given is correct.
Hobbies
1. Like to listen some music, when feel pressure. It was help me to release any emotional.
2. Bakery, when I was free I would like to make some dessert or cookies. Enjoy the moments from starting up prepare ingredients till completely baked.
3. Jogging, get healthy life.
Timeline
Senior Customer Service Executive
Shangri-La Shared Service
09.2021 - Current
Customer Service Executive
Shangri-La Share Service
09.2021 - Current
Customers Service Agent
Concentrix Malaysia
11.2019 - 06.2021
Customers Service Agent (Abbott Diabetes Care)
Concentrix Malaysia
11.2019 - 06.2020
Customer Service Agent (Expedia Travel Agent)
Aegis BPO Malaysia (Ara HQ)
12.2017 - 09.2019
Cashier and Waiter
Peekaboo Cafe
03.2017 - 11.2017
Point of Sale Associate
Deluxe Computer Service
03.2013 - 11.2017
No Degree - SPM
SMK Bandar Baru Sri Petaling
01.2008 - 2012.12
Foundation
SEGi College
2015.10 - Current
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