Lee Si Mun
Customer Service
C-47-01, Residensi 99 @ 3, Jalan Seri Utara 1, Taman Wahyu, 68100 Kuala Lumpur.
Summary
Experienced Quality Analyst and Trainer with a strong background in improving customer service performance in call centers. Skilled at monitoring agent quality, providing feedback, and creating training programs to help teams deliver better service. Proven ability to identify areas for improvement, coach agents to meet performance goals, and enhance customer satisfaction. Passionate about helping teams grow and maintaining high service standards.
Overview
14
14
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Trainer
Concentrix
Kuala Lumpur, Kuala Lumpur
08.2022 - Current
- Developed comprehensive training modules for new hires and ongoing employee and conducted training, focusing customer service best practices, communication skills, conflict resolution, and product knowledge.
- Maintained accurate records of training sessions, attendance, and performance assessments.
- Conducted regular assessments and evaluations of call center agents through role-playing, simulations, and call monitoring. Delivered constructive feedback to improve agent performance and customer satisfaction.
- Partnered with quality assurance, human resources, and operations teams to ensure training materials aligned with company goals, industry standards, and customer needs.
- Supported the recruitment process by participating in interviews and assessing candidates for customer service aptitude.
- Achievements: Achieved above 95% of training passing score as well as training evaluation score from participants, demonstrating the effectiveness of training programs in preparing agents for their roles and reflecting high satisfaction with training quality and delivery.
Quality Analyst
Webhelp
Kuala Lumpur, Kuala Lumpur
07.2020 - 07.2022
- Monitored and evaluated customer service calls, chat, and email interactions to ensure compliance with company quality standards, policies, and procedures.
- Identified areas for improvement in agent performance, focusing on communication skills, problem-solving abilities, and adherence to scripts.
- Provided constructive feedback and coaching sessions to customer service agents to improve their performance and ensure consistent service delivery.
- Conducted root cause analysis of customer complaints and escalations to identify opportunities for improving service quality. Collaborated with team leaders and trainers to create action plans for service improvement.
- Prepared and presented detailed reports on agent performance metrics, including call quality scores, customer satisfaction ratings, and first-call resolution rates.
- Achievements: Quality score for Hong Kong team meeting targets for all the critical in Year 2021 through detailed feedback sessions and actionable improvement plans.
Virtual Customer Support Specialist
Webhelp
Kuala Lumpur, Kuala Lumpur
02.2019 - 07.2020
- Delivered high-quality customer service via various digital channels, including email, live chat, and call, ensuring timely and effective resolution of customer inquiries, issues, and complaints.
- Guided customers through troubleshooting processes for technical issues, helping to resolve problems related to products, services, or accounts, ensuring minimal disruption to customer experience.
- Consistently maintained high customer satisfaction scores (CSAT), aiming to resolve issues on the first contact and minimize the need for follow-ups.
- Identified and escalated complex or unresolved issues to the appropriate departments, ensuring swift resolution and continued customer satisfaction.
- Managed multiple customer queries simultaneously while maintaining attention to detail and ensuring accuracy in all responses, all within a fast-paced virtual environment.
- Achievement: Top Performer (Q3 2019), Quality Analyst Apprentice (2019 - 2020)
Admin Cum Account Assistant
KG Commercial Pte Ltd
Singapore
04.2012 - 09.2015
- Managed daily office operations, including scheduling appointments, handling customer inquiries, prepared and processed work orders, quotations, and service reports for clients.
- Coordinated with technicians to schedule air conditioner maintenance and installation jobs, ensuring efficient resource allocation.
- Handled accounts payable and receivable, including generating invoices, following up on payments, processing vendor payments, prepared monthly financial reports for management review.
Admin Assistant
Eltean Incorporated Sdn Bhd
Ipoh, Perak
04.2011 - 04.2012
- Prepare, organize, and maintain shipping documents such as bills of lading, invoices, packing lists, and certificates of origin.
- Assist in scheduling shipments, coordinating transportation, and monitoring delivery timelines. Collaborate with warehouse teams to ensure smooth loading and unloading of goods.
- Manage office supplies and equipment. Support other departments with general administrative duties, such as filing, answering calls, and managing correspondence.
Education
Bachelor of Communication (Honours) - Broadcasting
Tunku Abdul Rahman University College
Kuala Lumpur, Malaysia 09.2015 - 10.2018
Sijil Tinggi Persekolahan Malaysia (STPM) - Science
SMJK Sam Tet
Ipoh, Perak, Malaysia 05.2009 - 12.2010
Sijil Pelajaran Malaysia (SPM) -
SMJK Ave Maria Convent, Ipoh
Ipoh, Perak, Malaysia 01.2007 - 12.2008
Skills
Multitasking
undefinedTimeline
Trainer
Concentrix
08.2022 - Current
Quality Analyst
Webhelp
07.2020 - 07.2022
Virtual Customer Support Specialist
Webhelp
02.2019 - 07.2020
Bachelor of Communication (Honours) - Broadcasting
Tunku Abdul Rahman University College
09.2015 - 10.2018
Admin Cum Account Assistant
KG Commercial Pte Ltd
04.2012 - 09.2015
Admin Assistant
Eltean Incorporated Sdn Bhd
04.2011 - 04.2012
Sijil Tinggi Persekolahan Malaysia (STPM) - Science
SMJK Sam Tet
05.2009 - 12.2010
Sijil Pelajaran Malaysia (SPM) -
SMJK Ave Maria Convent, Ipoh
01.2007 - 12.2008
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