LEWIS TAN HWA CHUN
Quality Analyst (Call Centre Specialist)
Summary
Hello, Im Lewis 30 Y/O this year.
Myself is an adaptive person, which is more attention to details, more toward teamwork and a logically thinking person.
Versatile Quality Management Analyst with advanced knowledge of Call Center SOP, operational areas. Steps into new areas with adaptable approach. Practiced project manager and problem-solver with 3 years of experience in Call Center.
Overview
7
7
years of professional experience
10
10
years of post-secondary education
4
4
Languages
Work History
Call Center Quality Analyst
Lenovo
Selangor
02.2022 - Current
- Gathered, documented and modeled data to assess business trends.
- Recommended operational improvements based on tracking and analysis of Customer Overall Satisfaction data.
- Collected, organized and modeled data using Microsoft Excel, MSD, SAP and NICE System
- Coached Call Center Agent which supported for country HK,TW and MACAU.
- Reviewed internal systems and organized training plans to address CC in need of improvement.
- Produced detailed and relevant reports for use in making business decisions.
- Created and optimized records management strategies to coordinate and protect information.
- Evaluated current processes to develop improvement plans.
Customer Service Specialist (BACKUP POD LEAD)
Lenovo
Selangor
11.2020 - 01.2022
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Increased efficiency and team productivity by promoting operational best practices.
- Resolved problems, improved operations and provided exceptional service.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Sales CUM IT Executive
Michaelsoft DDS Sdn. Bhd.
Selangor
01.2018 - 08.2020
- Exceeded goals through effective task prioritization and great work ethic.
- Worked flexible hours across night, weekend and holiday shifts.
- Secured media coverage for clients, company and specific campaigns.
- Increased revenues and supported business goals by developing public relations strategies and campaigns.
- Engaged in professional networking to maintain strong relationships with communications and media professionals to drive partnerships and effective dissemination of mass communications.
- Assist company VIP Client HUAWEI CLOUD to expand business in ASIAN PACIFIC when they first entered.
- Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
IT Onsite Engineer
Eduspec Bhd
Selangor
02.2015 - 12.2017
- Initiated and managed network test facilities to verify network hardness and resilience.
- Provided network support services for devices such as hubs, bridges, routers and other hardware.
- Identified issues, analyzed information and provided solutions to problems.
- Developed and maintained courteous and effective working relationships.
- Worked flexible hours across night, weekend and holiday shifts.
Education
Advance Diploma - Information Technology
SBIT Academy
Selangor 02.2016 - 02.2019
No Degree - High Impact Interpersonal Skill And Communicating
Leadworkz
Selangor 04.2001 -
Certificate - Information Techonology
PC Support Network Academy
Selangor 03.2015 - 04.2016
High School Diploma -
Chung Ling High School
Penang 01.2005 - 01.2011
Skills
Critical Thinking
Timeline
Call Center Quality Analyst
Lenovo
02.2022 - Current
Customer Service Specialist (BACKUP POD LEAD)
Lenovo
11.2020 - 01.2022
Sales CUM IT Executive
Michaelsoft DDS Sdn. Bhd.
01.2018 - 08.2020
Advance Diploma - Information Technology
SBIT Academy
02.2016 - 02.2019
Certificate - Information Techonology
PC Support Network Academy
03.2015 - 04.2016
IT Onsite Engineer
Eduspec Bhd
02.2015 - 12.2017
High School Diploma -
Chung Ling High School
01.2005 - 01.2011
No Degree - High Impact Interpersonal Skill And Communicating
Leadworkz
04.2001 -
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