Playing badminton
Kelvin Tang
Customer Service
Taiping,PERAK
I think I don’t regret a single excess of my responsive youth—I only regret, in my chilled age, certain occasions and possibilities I didn’t embrace.
Henry James
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Customer Experience Specialist
Webhelp
Cheras , Kuala Lumpur
06.2023 - Current
- Documented customer interactions in internal database to maintain customer service history details.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
Financial Advisor
Mars Business Advisory
Kepong, Kuala Lumpur
07.2022 - 05.2023
- Assisted clients with preparing financial plans, conducting investment research, and completing trades and transactions to assess and meet financial goals.
- Worked with clients to support understanding of rationale and details of financial strategies.
- Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.
- Researched current economic trends and investment opportunities to stay abreast of financial markets.
Guest Service Assistant
Santa Grand Signature Kuala Lumpur
Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur
03.2022 - 06.2022
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Assistant Resort Manager
Karak Orchard Resort
Karak , Pahang
02.2021 - 01.2022
- Evaluated and promptly resolved lodging facility operational issues.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Oversaw day-to-day operations of 80-room hotel with staff of 16 employees.
- Managed day-to-day operations of lodging facility and scheduling staff.
- Solicited and reviewed guest feedback and promptly resolved complaints.
Guest Service Assistant
Genting Highlands
Genting Highlands , Pahang
02.2020 - 12.2020
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained high level of professionalism and discretion when dealing with guests.
Casino Croupier
Genting Highlands
Genting Highlands , Pahang
12.2016 - 01.2020
- Collected and distributed losing and winning bets by calculating odds and payouts.
- Maintained personable and professional demeanor when dealing with ill-mannered or dishonest casino-goers.
- Maintained fast game pace by handling chips, money, and gaming equipment efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
E-Commerce Customer Service Supervisor
Grouptime Malaysia
Taiping, PERAK
11.2013 - 11.2016
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Created, prepared, and delivered reports to various departments.
- Interceded between employees during arguments and diffused tense situations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Education
SPM - Science Education
01.2007 - 12.2011
- Elected to President for Sains and Mathematics Association in 2011
- Elected to Committee Member for Malaysian Red Crescent Society in 2011
- Elected to Vice President for Badminton Club in 2011
- Member of School Representative Badminton Player
Skills
Service standard compliance
Complaint resolution
CRM
Professional telephone demeanor
Zendesk
Troubleshooting
Oral and Written Communication
Interests
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Experience Specialist - Webhelp
06.2023 - Current
Financial Advisor - Mars Business Advisory
07.2022 - 05.2023
Guest Service Assistant - Santa Grand Signature Kuala Lumpur
03.2022 - 06.2022
Assistant Resort Manager - Karak Orchard Resort
02.2021 - 01.2022
Guest Service Assistant - Genting Highlands
02.2020 - 12.2020
Casino Croupier - Genting Highlands
12.2016 - 01.2020
E-Commerce Customer Service Supervisor - Grouptime Malaysia
11.2013 - 11.2016
S.M.K Sri Kota - SPM, Science Education
01.2007 - 12.2011