Kelvin Chua
Technical Support
Klang
Summary
IT support and sales professional with 10 years of experience in customer service and technical support roles. Expertise in diagnosing issues and providing effective solutions, resulting in high customer satisfaction. Skilled in communication and training to improve team capabilities for exceptional service quality. Proficient in analyzing performance metrics to drive continuous improvement and meet service level agreements. Bilingual in English and Chinese, with a strong foundation in sales and marketing strategies.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
Work History
Lenovo Technical Support Specialist (Quality Analyst)
SCICOM (MSC) BERHAD
Kuala Lumpur
4 2021 - Current
- Regularly listen to recorded calls, email and live Chat interactions to evaluate agent performance and adherence to company policies and procedures
- Assess calls based on predefined criteria, including communication skills, problem-solving ability, product knowledge, and customer service etiquette
- Offer constructive feedback to agents to help them improve their performance, focusing on strengths and areas for development
- Compile and analyze data from call evaluations to identify trends and areas for improvement within the call center operations
- Providing the coaching section based on quality assessment findings, helping to enhance agent skills and overall customer experience through the normal Evaluation
- Ensure that all calls comply with legal and regulatory requirements, as well as company policies
- Work closely with respective team leaders and management to discuss quality metrics, provide insights, and recommend strategies for improving customer service
- Review customer feedback and surveys to gain additional insights into service quality and identify improvement opportunities.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Lenovo Technical Support Executive
SCICOM (MSC) BERHAD
10.2021 - 04.2024
- Responding to customer inquiries via various communication channels such as phone, email, and chat
- Diagnosing technical problems reported by customers, guiding customers through step-by-step solutions to resolve issues
- Escalating complex technical issues to higher-level support or specialized teams when necessary
- Developing and maintaining the product knowledge and soft skills to effectively assist customers
- Collaborating with other support team members, such as Technical and quality assurance, to address and resolve technical issues and communication skill
- Achieving and maintaining service level agreements (SLAs) for the overall call quality.
Online Sales Executive
CEOG Sdn Bhd
01.2021 - 07.2021
- Engaging in online sales through Facebook and advertainment for healthcare products advertising elements to promote healthcare-related items
- Possess a deep understanding of the products or services being offered to effectively communicate their features and benefits to potential customers
- Build and maintain strong relationships with customers, providing ongoing support and addressing any concerns or issues
- Keep track of sales activities, prepare sales reports, and provide regular updates to the sales team or management
- Create advertainments based on the product.
Dell City Manager
Dell Global Business Centre (M) Sdn Bhd
04.2016 - 01.2021
- Conducting indoor sales activities focused on promoting and selling Dell products, with an emphasis on leveraging sales and promotional with Dell strategies
- Delivering training sessions to promoters and partner reseller staff, covering product knowledge, soft skills, and selling techniques
- Supporting the Country Promoter Manager in the management of promoters
- This may involve various tasks such as coordinating schedules, addressing issues, and ensuring effective collaboration among the promoter team
- Gathering and organizing promoter sales data to create a weekly sales out report
- Communication with reseller partners, gathering current market feedback, and effectively conveying this feedback to the management team
- Coordinating with the recruitment agency for hiring as required and conducting interviews for the candidates who have been selected.
Dell Visual Merchandiser
In2 Marketing Sdn Bhd
11.2015 - 03.2016
- Distributing Dell catalogs and Point of Sale Materials (POSM) to Dell partners, ensuring effective deployment for promotional and marketing purposes
- Providing training sessions to Dell retailer staff to educate them on new products, ensuring they have a comprehensive understanding of the features, specifications, and selling points
- Communication with resellers to gather information about the market
- This may include insights into market trends, customer preferences, and other relevant data
- Executing the deployment reporting and training reporting processes to ensure accurate information is provided to the management for both reports
- Supporting superior in Dell-related functions, such as Product training, Product launching functions.
Dell Mall Manager
Dell Global Business Centre (M) Sdn Bhd
08.2011 - 10.2015
- Conducting indoor sales activities, focusing on promoting and selling Dell products through various sales and promotional strategies
- Delivering training sessions on new products, soft skills, and selling techniques to both promoters and reseller staff
- The task involves regularly monitoring the stock levels of resellers and providing feedback if any issues are identified in relation to stock levels and reporting to management
- Assistance to the city manager in supervising the promoters' team to coordinating schedules, addressing issues, and ensuring effective teamwork and performance within the promoters' team
- Providing support and advice to resellers regarding Dell products, offering assistance in enhancing their knowledge and understanding of Dell's product offerings.
Account Assistant
City Chain (M) Sdn Bhd
05.2010 - 02.2011
- Dispatching documents and relocating them to the relevant department, ensuring the proper and timely transfer of important paperwork or information to the designated areas within the organization
- Organizing and filing documents monthly basic, ensuring systematic and efficient storage of paperwork for easy retrieval and reference
- Managing the banking accounts related to retail daily sales, including the responsibility of entering the relevant sales data into the accounts
- This ensures accurate financial records and tracking of retail transactions.
Tele sales Representative
American International Assurance (AIA) Bhd
01.2010 - 04.2010
- Provide telephone binding services and provide sales offer to the support to end user and assisting with sales-related inquiries and support through telephone communication
- Managing, generating, and qualifying sales leads and maintaining customer relationships to ensure ongoing satisfaction and engagement throughout the call
- Prospects and competitor databases and assessing, devising, and implementing marketing promotions
- Maintaining and achieving revenue goals on a quarterly and year-to-date basis
- Managing and responding to all sales inquiries, addressing customer queries, providing information about products or services, and facilitating the sales process to meet customer needs.
Tele sales Executive
Tele direct Telecommerce (M) Sdn Bhd
01.2008 - 04.2010
- Proactively make calls to leads and existing customers to promote bank assurance products
- Manage and assist in sourcing and qualifying sales leads
- Prospects and competitor databases and assessing, devising and implementation of marketing promotions
- Manage to hit revenue targets, Managing the Sales revenue set the by company
- Handled sales inquiries through telephone and email communication.
Sales Assistant Supervisor
Fitness Gallery Sdn Bhn
08.2006 - 12.2008
- Develop a deep understanding of the fitness products offered, including features, specifications, and benefits
- Guiding the customers based on customer requirement and delivering fitness knowledge throughout the sales process
- Educate customers on the importance of fitness and wellness, providing information on how specific products can contribute to their health goals
- Monitor product inventory levels, ensuring that inventory items are stocked
- Collaborate with the management to replenish stock while needed
- Keep track of daily sales activities and report on key performance indicators
- Provide feedback to management on sales trends and customer preferences.
Education
Some College (No Degree) - Business Management
Advanced Learning College, Malaysia
Klang 08.2003 - 03.2004
Sekolah Menengah Kebangsaan Raja Lumu
Klang 01.1999 - 12.2002
Skills
Microsoft office Word
Microsoft office Excel
Microsoft office Power Point
Communication Skill
Training Skill
Technical Troubleshooting
Telecommunications
Selling Skill
Customer experience management
Customer Support
Preferences
Heavy (>80%), Yes, Yes, MYR4500– MYR 5000, Anytime 2024
Personal Information
- Age: 38
- Ethnicity: Chinese
- Date of Birth: 01/06/86
- Gender: Male
- Nationality: Malaysian
- Marital Status: Single
Permanentresidence
No 67 Jalan Dato Yusof Shahbudin 15, Taman Sentosa, Selangor, 41200
Languages
Bahasa Malaysia
English
Chinese
Timeline
Lenovo Technical Support Executive
SCICOM (MSC) BERHAD
10.2021 - 04.2024
Online Sales Executive
CEOG Sdn Bhd
01.2021 - 07.2021
Dell City Manager
Dell Global Business Centre (M) Sdn Bhd
04.2016 - 01.2021
Dell Visual Merchandiser
In2 Marketing Sdn Bhd
11.2015 - 03.2016
Dell Mall Manager
Dell Global Business Centre (M) Sdn Bhd
08.2011 - 10.2015
Account Assistant
City Chain (M) Sdn Bhd
05.2010 - 02.2011
Tele sales Representative
American International Assurance (AIA) Bhd
01.2010 - 04.2010
Tele sales Executive
Tele direct Telecommerce (M) Sdn Bhd
01.2008 - 04.2010
Sales Assistant Supervisor
Fitness Gallery Sdn Bhn
08.2006 - 12.2008
Some College (No Degree) - Business Management
Advanced Learning College, Malaysia
08.2003 - 03.2004
Sekolah Menengah Kebangsaan Raja Lumu
01.1999 - 12.2002
Lenovo Technical Support Specialist (Quality Analyst)
SCICOM (MSC) BERHAD
4 2021 - Current
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