KAM HOONG SAMUEL TANG
KUALA LUMPUR
Summary
Encouraging manager and analytical problem-solver with 15+ years of experience in the relevant field and with a proven record of success in executing strategic plans to meet company objectives. Numerous achievements improving customer support through rolling out new technology and associate training programs. Highly skilled in developing high-performing teams and collaborating cross-functionally to implement business initiatives, improve workflow efficiency, and decrease operating costs. Offer excellent communication and interpersonal skills to build strategic alliances and motivate others throughout the project life cycle. Having strong working background and experiences in businesses across HKG, CHN, and TWN regions with proficiency and well-conversed in Cantonese (HK accent) and Mandarin (CN Accent).
Overview
11
11
years of professional experience
7
7
years of post-secondary education
4
4
Languages
Work History
CUSTOMER SERVICE MANAGER
GOIP 365 BIZ SDN BHD
WP KUALA LUMPUR
12.2021 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Kept accurate records to document customer service actions and discussions.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Took ownership of customer issues and followed problems through to resolution.
- Generated customer satisfaction surveys to analyze results into action plans.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
ASSOCIATE MANAGER (OPS)
ASIA ASSISTANCE NETWORK (M) SDN BHD
PETALING JAYA, SELANGOR
09.2019 - 03.2020
- Skilled at working independently and collaboratively in a team environment.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Self-motivated, with a strong sense of personal responsibility.
- Strengthened communication skills through regular interactions with others.
- Developed and maintained courteous and effective working relationships.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proven ability to develop and implement creative solutions to complex problems.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated leadership skills in managing projects from concept to completion.
- Applied effective time management techniques to meet tight deadlines.
- Cultivated interpersonal skills by building positive relationships with others.
TEAM LEADER
CITIGROUP TRANSACTON SERVICES (M) SDN BHD
WP KUALA LUMPUR
12.2013 - 09.2017
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Held weekly team meetings to inform team members on company news and updates.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Conducted regular reviews of operations and identified areas for improvement.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Frequently inspected production area to verify proper equipment operation.
- Generated reports detailing findings and recommendations.
- Developed effective improvement plans in alignment with goals and specifications.
- Evaluated customer needs and feedback to drive product and service improvements.
- Educated staff on organizational mission and goals to help employees achieve success.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Collected, arranged, and input information into database system.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Maintained database systems to track and analyze operational data.
ACCOUNT PROTECTION SR. ANALYST
AMERICAN EXPRESS (M) SDN BHD
WP KUALA LUMPUR
10.2011 - 12.2013
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Developed and maintained courteous and effective working relationships.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Proven ability to develop and implement creative solutions to complex problems.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Delivered services to customer locations within specific timeframes.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Proven ability to learn quickly and adapt to new situations.
- Worked flexible hours across night, weekend and holiday shifts.
- Gained extensive knowledge in data entry, analysis and reporting.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
TRAVEL ASSISTANCE COORDINATOR
AIG SHARED SERVICES (M) SDN BHD
WP KUALA LUMPUR
09.2008 - 04.2011
- Worked well in a team setting, providing support and guidance.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Gained extensive knowledge in data entry, analysis and reporting.
- Paid attention to detail while completing assignments.
- Skilled at working independently and collaboratively in a team environment.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Strengthened communication skills through regular interactions with others.
- Developed and maintained courteous and effective working relationships.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Proven ability to develop and implement creative solutions to complex problems.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Customer Service Representative
MYOB ASIA SDN BHD
WP KUALA LUMPUR
04.2008 - 09.2008
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Processed customer service orders promptly to increase customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Tracked customer service cases and updated service software with customer information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Investigated and resolved customer inquiries and complaints quickly.
- Promptly responded to inquiries and requests from prospective customers.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed and updated databases to handle customer data.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Implemented and developed customer service training processes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service Officer
SAPURA MARKETING SDN BHD (CALLBIZ)
SERI KEMBANGAN, SELANGOR
11.2007 - 03.2008
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided primary customer support to internal and external customers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Promoted company brand and unique offerings through personalized customer service.
- Assisted call-in customers with questions and orders.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Completed data entry to record call notes, suggestions and questions.
- Responded to customer calls and emails to answer questions about products and services.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Handled customer inquiries and suggestions courteously and professionally.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Tracked customer service cases and updated service software with customer information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
DIPLOMA in Tourism And Travel Management
SF TOURISM ACADEMY
KUALA LUMPUR, MALAYSIA 03.2006 - 09.2007
SIJIL PELAJARAN MALAYSIA (SPM)
SMK SRI SENTOSA
KUALA LUMPUR, MALAYSIA 01.2000 - 11.2005
Skills
Personnel training and development
Customer Relationship Management Software (CRM)
Inter-department collaboration
Staff Management
Excellent time management skills
Exceptional telephone etiquette
Training and mentoring
Technical Support
Microsoft Outlook, Word and Excel
Schedule Management
Customer Relations
Administrative support
Effective problem solver
CRM
Staff education and training
Research and due diligence
Exceptional interpersonal communication
Adherence to high customer service standards
Team Building
Customer-focused
Complaint resolution
Effective workflow management
Process improvement specialist
Escalation/Complaint Management
Fraud Investigation
Credit Review/Evaluation
Transaction Review/Monitoring
Fraud Management/Prevention
Call Audit/Calibration
QA Assessment/Management
Workforce Management
MIS Management
Medical Evacuation/Repatration Management
Repatration of Mortal Remain Management
Background in crisis/emergency assistance management
Timeline
CUSTOMER SERVICE MANAGER
GOIP 365 BIZ SDN BHD
12.2021 - Current
ASSOCIATE MANAGER (OPS)
ASIA ASSISTANCE NETWORK (M) SDN BHD
09.2019 - 03.2020
TEAM LEADER
CITIGROUP TRANSACTON SERVICES (M) SDN BHD
12.2013 - 09.2017
ACCOUNT PROTECTION SR. ANALYST
AMERICAN EXPRESS (M) SDN BHD
10.2011 - 12.2013
TRAVEL ASSISTANCE COORDINATOR
AIG SHARED SERVICES (M) SDN BHD
09.2008 - 04.2011
Customer Service Representative
MYOB ASIA SDN BHD
04.2008 - 09.2008
Customer Service Officer
SAPURA MARKETING SDN BHD (CALLBIZ)
11.2007 - 03.2008
DIPLOMA in Tourism And Travel Management
SF TOURISM ACADEMY
03.2006 - 09.2007
SIJIL PELAJARAN MALAYSIA (SPM)
SMK SRI SENTOSA
01.2000 - 11.2005