KOAY CHEE LIANG
CUSTOMER SERVICE
Merlimau, Melaka
Summary
Dynamic customer service leader with a proven track record at YF PACKAGING SDN BHD, enhancing team performance and driving retention through data analysis. Skilled in ERP systems and multilingual communication, I excel in fostering client relationships and implementing process improvements, achieving a 30% boost in response time while maintaining high satisfaction levels.
Overview
5
5
years of professional experience
Work History
Assistant Customer Service Manager
YF PACKAGING SDN BHD
01.2023 - Current
- Lead 10+ team members, improving response time by 30% through workflow redesign.
- Analyze customer feedback trends using ERP data, driving 15% higher retention.
- Oversee procurement, graphic design, and operations support departments.
Senior Customer Service Representative
YF PACKAGING SDN BHD
01.2022 - 12.2022
- Managed customer relationships and ensured high satisfaction through responsive service.
- Trained 5 new hires, reducing onboarding time by 25%.
- Streamlined order documentation, cutting processing errors by 40%.
Customer Service Representative
YF PACKAGING SDN BHD
07.2020 - 12.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed 50+ client accounts with 95% satisfaction rate.
Education
Bachelor of Arts - International Business
Tunku Abdul Rahman University of Management And Technology (
Kuala Lumpur, Malaysia 04.2001 -
Skills
✔ Customer Service Leadership – Team coaching, feedback analysis, process improvement
✔ Multilingual Communication – Fluent in English, Malay, Chinese (written & spoken)
✔ ERP & Operational Efficiency – AutoCount, procurement, cross-department coordination
✔ Analytical Problem-Solving – Data-driven decision-making
Timeline
Assistant Customer Service Manager
YF PACKAGING SDN BHD
01.2023 - Current
Senior Customer Service Representative
YF PACKAGING SDN BHD
01.2022 - 12.2022
Customer Service Representative
YF PACKAGING SDN BHD
07.2020 - 12.2021
Bachelor of Arts - International Business
Tunku Abdul Rahman University of Management And Technology (
04.2001 -
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