Kimberlly Khoo
Customer Service Shift Leader
Subang Jaya
Summary
To explore the possibility abilities in myself and building own career path. Reliable Shift Leader with 2 years in Customer Service industry. Excellent motivational leader successfully communicates duties and tasks. Dedicated to providing highest standard of service and creating warm and welcoming environment for customers.
Overview
12
12
years of professional experience
10
10
years of post-secondary education
4
4
Languages
Work History
Shift Leader
Azbotech SDN BHD
04.2023 - Current
- Served as shift leader coordinating daily store operations, liaised between customer service teams and management, conducted scheduling, and allocated resources according to customer traffic to reduce wait times
- Deliver operations management support to General Manager, including managing team members, conducting scheduling
- Successfully resolved customer complaints and issues in timely and professional manner to maintain customer satisfaction
- Developed and implemented shift schedules to optimize staffing levels and meet business needs
- Conducted regular performance evaluations and provided feedback to team members to drive individual and team performance goals
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
Customer Service Executive - Shift Lead
VPO Services Sdn Bhd
06.2019 - 03.2023
- 3-year experience of handling issues and liaise with clients through email, live chat tools and Skype
- Monitoring team performance, delivering SOP and reporting progress to team lead and management
- Creating shift schedule and delegating tasks
- Train new employees on policy and procedures.
- Organized training sessions focused on enhancing team members'' product knowledge and problem-solving abilities.
Mandarin Tutor
BBC Learning Hub
05.2018 - 05.2019
- Tutoring students from the age of 5 years old to adults.
- prepare for a tutoring session and monitor student performance or assist students in academic environments
- Communicate students' progress to students, parents or teachers in written progress reports, in person, by phone, or by email.
- Specialize in supporting homeschooled students with Mandarin Lesson or syllabus.
- Help students set and achieve education goals for reading, writing, and speaking Mandarin for children and Adult classes.
- Focus on helping students find creative mnemonics for complex and nuanced Mandarin language topics
Language Tutor
Thingkertotz
01.2017 - 04.2018
- Tutoring students from the age of 5 years old to 12 years old.
- Developed and executed lesson plans.
- Managed groups of up to 20 students of all ages.
- Served as a mentor and role model by exemplifying the importance of effective communication skills in both personal and professional contexts.
- Educated classes of up to 20 students in classes year 5 , 6 and standart 1 ( SJKC Tuition classes ).
- Fostered relationships with students, parents, and other educators to create an environment that let students excel
- Assist with lesson planning, materials prep and implementation of lessons to support kindergarten and SJKC readiness
- Maintained accurate records of each student''s performance, attendance, and participation throughout the tutoring period for evaluation purposes.
- Expanded students'' vocabulary knowledge by introducing new words related specifically to their interests or career goals.
Tutor
Bright Kids Tuition and Darcare
01.2016 - 12.2016
- Tutoring and homework guidance
- Developed and implemented customized lesson plans to meet the specific learning needs of individual students
- Provided one-on-one tutoring in subjects including Math, English, and Science to improve student understanding and performance
- Monitored student progress and communicated with parents to provide updates on academic achievements and areas for improvement
- Collaborated with classroom teachers to supplement classroom instruction and support students in achieving their academic goals
- Established positive relationships with both students and parents, fostering open communication regarding academic progress and goals.
Telemarketing
UTS Marketing Solutions Sdn Bhd
01.2015 - 12.2015
- Telecalls, provide information about product.
- Handled inbound sales inquiries and outbound telemarketing calls.
- Successfully exceeded sales targets by consistently closing deals over phone
- Demonstrated exceptional communication skills in effectively persuading potential customers to purchase products or services
- Generated leads and conducted follow-up calls to maintain strong customer base
- Used CRM software to track customer interactions, update information, and streamline sales process
- Managed outreach program telemarketing, social media and direct mail campaigns.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Primary Class Teacher
SJK(C) Kundang
01.2012 - 12.2014
- Teaching primary school students in Standard 4,5 and 6.
- Supported students in developing social skills through structured activities and positive reinforcement techniques.
- Maintained detailed records of student progress, ensuring accurate reporting to parents during conferences and in report cards.
- Utilized variety of teaching strategies to accommodate different learning styles and promote student engagement and success
- Effectively managed classroom behavior and created positive learning environment for students to thrive
- Collaborated with colleagues to align curriculum and share best practices to enhance student learning outcomes
- Planned and implemented engaging lesson plans for diverse group of students in Mandarin and SJKC syllabus.
- Collaborated with colleagues and parents to provide support and feedback on student performance and behavior
Part time Event Crew
The Mines Chinese Book Fair
- Processed invoices accurately and efficiently while maintaining well-organized database of financial records.
- Organized events and conferences to promote collaborative environments among employees and clients alike.
- Maintained professional communication with clients through efficient handling of emails, phone calls, and correspondence.
- Contributed to positive work environment by fostering effective teamwork among colleagues across departments.
- Assisted in preparation of presentations, reports, and meeting materials to ensure successful outcomes for business meetings.
- Provided administrative support during periods of employee absences ensuring seamless continuation daily operations.
- Established administrative work procedures to track staff's daily tasks.
Education
Bachelor of Arts Mandarin -
University Putra Malaysia
Serdang, Null, Malaysia 01.2009 - 04.2013
Malaysian High School Certificate (STPM) -
Tertiary Education
SMK Seri Garing 01.2007 - 04.2008
Malaysian Certificate of Education (SPM) -
Secondary Education (SMK Taman Desa)
SMK Taman Desa 01.2002 - 04.2006
Skills
Operations Support
undefinedPersonal Qualities
- Great social skills and functions well around people.
- Highly adaptive and flexible in new work places, situations and time.
- Loyal and passionate in performing duties.
- Cheerful, friendly and outgoing nature.
- Fast learner
- Great sense of responsibility.
Activities And Societies
- UPM Modern Dance Concert - Event Usher, 01/2012, 12/2014
- Conference for thesis presentation among professors - Assistant, 01/2015, 12/2015
- UPM Program Pesta Ang Pau - Assistant head of programming department, 01/2016, 12/2016
- Zhong Hua Cultural Society, 01/2017, 04/2018
Personal Information
Date of Birth: 03/18/89
References
- Venus Lee, Assistance Manager, VPO Service Sdn Bhd, 0163686516
- Joyce Ong, Princicle, Tadika Cerdik Bestari, 016-9098206
- Mr. Jason, Person in charge, Bright Kids Tuition and Daycare, 017-380 0881
- Mr. Tang, Principle, SJK(C) Kundang, 0331974224
Timeline
Shift Leader
Azbotech SDN BHD
04.2023 - Current
Customer Service Executive - Shift Lead
VPO Services Sdn Bhd
06.2019 - 03.2023
Mandarin Tutor
BBC Learning Hub
05.2018 - 05.2019
Language Tutor
Thingkertotz
01.2017 - 04.2018
Tutor
Bright Kids Tuition and Darcare
01.2016 - 12.2016
Telemarketing
UTS Marketing Solutions Sdn Bhd
01.2015 - 12.2015
Primary Class Teacher
SJK(C) Kundang
01.2012 - 12.2014
Bachelor of Arts Mandarin -
University Putra Malaysia
01.2009 - 04.2013
Malaysian High School Certificate (STPM) -
Tertiary Education
01.2007 - 04.2008
Malaysian Certificate of Education (SPM) -
Secondary Education (SMK Taman Desa)
01.2002 - 04.2006
Part time Event Crew
The Mines Chinese Book Fair
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