Lee Chen Lin Chelsea
Kepong
Summary
Dedicated, organized, and methodical individual with strong interpersonal skills and a proven ability to work effectively in teams. Highly motivated and eager to learn and develop new skills, constantly seeking out new responsibilities across various employment areas. Enthusiastic about taking on new challenges and always open to learning opportunities. Possesses excellent listening and communication skills, enabling effective problem-solving and negotiation for mutually beneficial agreements. Excited about the prospect of joining a dynamic environment that will challenge my knowledge and skills, fostering both personal growth and contributing to the company's success. Proficient in project management principles, with expertise in Microsoft Excel and Visio.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Assistant Manager - Service Support Operations Lead
Ricoh (Malaysia) Sdn. Bhd.
04.2024 - Current
- Act as point of contact between the manager and internal/external customers.
- Handle requests and inquiries appropriately and timely, averaging 50-80 cases monthly.
- Manage and schedule meetings, appointments and departmental events, led 5-10 interactions monthly.
- Take dictation and minutes, averaging 5 interactions monthly.
- Produce reports, presentations and briefs, averaging 20 reports monthly.
- Improve customer experience in the areas of toner distribution, aftersales add-on, contract extension (120 cases) and etc.
- Take ownership of customer issues and follow through to resolution, averaging 20-30 cases monthly.
- Analyze statistics and compile accurate reports, by monthly.
- Mentor, develop and nurture an environment that the group can excel through encouragement and empowerment
- Control resources to achieve quantitative and qualitative achievement, from time to time.
- Develop and execute continuous improvement to exceed the customer expectation
- Commit and discharge duties in compliance with the ISO standard
Acting Service Support Operations Lead
Ricoh (Malaysia) Sdn. Bhd.
10.2023 - 03.2024
- Act as point of contact between the manager and internal/external customers
- Handle requests and inquiries appropriately and timely
- Manage and schedule meetings, appointments and departmental events
- Take dictation and minutes
- Produce reports, presentations and briefs
- Improve customer experience in the areas of toner distribution, aftersales add-on, contract extension and etc
- Take ownership of customer issues and follow through to resolution
- Analyze statistics and compile accurate reports
- Mentor, develop and nurture an environment that the group can excel through encouragement and empowerment
- Control resources to achieve quantitative and qualitative achievement
- Develop and execute continuous improvement to exceed the customer expectation
- Commit and discharge duties in compliance with the ISO standard
Senior Executive - Parts & Consumable Distribution
Ricoh (Malaysia) Sdn. Bhd.
04.2023 - 10.2023
- Take the lead role in handling Toner Management
- Buffer stocks management with schedule replenishment
- Ensure KPI achievement on delivery & distribution
- To improve the operation SOP with effectiveness & efficiencies
- Ensure the Service Desk & ERP system are updated and resolved accurately
- Evaluate and maintain the third party or contractor service quality
- Periodically review & work on payment scheme for the outsource engagement
- Contractor hiring and evaluation
- Payroll issuance
- Visitation to VIP customers
- Reporting management
- Event organizing such as: Service Kick-Off, Service Admin travels
- Data Analysis
Part & Consumables Distribution Executive
Ricoh (Malaysia) Sdn. Bhd.
03.2013 - 03.2023
- Take the lead role in handling Toner Management
- Buffer stocks management with schedule replenishment
- Ensure KPI achievement on delivery & distribution
- To improve the operation SOP with effectiveness & efficiencies
- Ensure the Service Desk & ERP system are updated and resolved accurately
- Evaluate and maintain the third party or contractor service quality
- Periodically review & work on payment scheme for the outsource engagement
- Contractor hiring and evaluation
- Payroll issuance
- Visitation to VIP customers
- Reporting management
- Event organizing such as: Service Kick-Off, Service Admin travels
- Data Analysis
Customer Service Admin - Call Center
Ricoh (M) Sdn Bhd
08.2006 - 03.2013
- Answer inbound calls
- Team lead for helpdesk handling via email/website
- Toner issuance, toner distribution, toner packing
- Contract maintenance
- Meter billing
- Service desk handling for customer satisfaction
General Clerk
Kim Kee Food Catering Sdn Bhd
11.2005 - 08.2006
- Answer inbound calls
- Price check for materials
- PO issuance
- Payroll issuance
- Data entry for daily workflow
- Petty cash control and issuance
- Cheque issuance for bill payment
- Timekeeper to confirm task complete on time
- Task reminder for the management
Education
High School Diploma -
S.M.K Taman Ehsan
Kuala Lumpur12.2004
Skills
- Microsoft Window
- Microsoft Excel
- Microsoft Word
- Microsoft Office
- Analysis
- Problem Solving
- Customer Service Skills
- Communication
- Product Knowledge
Customer Relations
Team motivation
Product and service knowledge
Operations Management
Cost Control
Customer service and satisfaction
Certification
Professional Certificate of Education/Teaching/Training (Certified Contact Center Professional), Western Kentucky University, 03/01/11, Current
Accomplishments
Accomplishments:
- Achieved Best Customer Service Admin of the month in between 2006 - 2013 as Customer Service Admin - Call Center
- Awarded Best Customer Service Admin of the year in 2008, 2009, 2010 & 2011 Customer Service Admin - Call Center.
- Increasing customer satisfaction ratings index at 96% in 6 years as Part & Consumables Distribution Executive.
- Promote auto replenishment for machines without SIS/@remote connected to reduce the call rate. From manual to Automation eRequests via SIS & @-remote from 40% to 71% within two years as Part & Consumables Distribution Executive.
- Played an instrumental role in managed Total Country Consumables Usage Cost within RM1.50-RM1.60 mil as Assistant Manager of Service Support Operations Lead.
Languages
Bahasa Malaysia
Advanced
C1
English
Advanced
C1
Mandarin
Proficient
C2
Cantonese
Proficient
C2
Personal Information
- Date of Birth: 03/11/87
- Nationality: Malaysian
Affiliations
- Organized the annual Service Kick-Off FY14 - Registration/Usher
- Organized the annual Service Kick-Off FY15 - Registration/Room Arrangement
- Organized the annual Service Kick-Off FY16 - Venue & Purchaser committee
- Organized the annual Service Kick-Off FY17 - Registration/Usher
- Organized the annual Service Kick-Off FY19 - Registration/Usher
Additional Information
Hobbies: Travelling, Shopping, Baking, Puzzles & Legos, Listening to music, Watching movies and many more.
Timeline
Assistant Manager - Service Support Operations Lead
Ricoh (Malaysia) Sdn. Bhd.
04.2024 - Current
Acting Service Support Operations Lead
Ricoh (Malaysia) Sdn. Bhd.
10.2023 - 03.2024
Senior Executive - Parts & Consumable Distribution
Ricoh (Malaysia) Sdn. Bhd.
04.2023 - 10.2023
Part & Consumables Distribution Executive
Ricoh (Malaysia) Sdn. Bhd.
03.2013 - 03.2023
Customer Service Admin - Call Center
Ricoh (M) Sdn Bhd
08.2006 - 03.2013
General Clerk
Kim Kee Food Catering Sdn Bhd
11.2005 - 08.2006
High School Diploma -
S.M.K Taman Ehsan
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