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
undefinedInterests
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
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