Liew Hong Fai
-
Kuala Lumpur
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
17
17
years of professional experience
4
4
Languages
Work History
Customer Service Executive
Concentrix
04.2022 - 07.2025
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
Construction Supervisor
kejuruteraan tabah
10.2019 - 01.2022
- Supervised field crews to maximize quality and work efficiency.
- Reported quality of performance on site to site construction managers.
- Maintained a safe work environment by enforcing company policies, procedures, and regulatory standards throughout each project phase.
- Collaborated with architects, engineers, and designers to develop comprehensive plans that met client requirements while adhering to established budgets and timelines.
Telemarketing Executive
02.2011 - 06.2018
- Gathered valuable feedback from customers during calls which helped shape future marketing campaigns.
- Improved customer retention rates by offering personalized solutions based on their unique needs.
- Answered calls, took messages, and transferred calls to correct individuals.
- Troubleshot problems for callers and helped independently resolve common issues.
Store Administrator
Top system
03.2008 - 12.2011
- Streamlined inventory management processes for improved accuracy and reduced waste.
- Increased customer satisfaction by providing timely and efficient administrative support to store management.
- Managed payroll and employee records, ensuring accurate compensation and compliance with labor laws.
- Coordinated special events and promotions, attracting new customers while retaining existing ones.
Education
No Degree - SPM Only
SMK Sri Sentosa
Kuala Lumpur, Malaysia12-2007
Timeline
Customer Service Executive
Concentrix
04.2022 - 07.2025
Construction Supervisor
kejuruteraan tabah
10.2019 - 01.2022
Telemarketing Executive
02.2011 - 06.2018
Store Administrator
Top system
03.2008 - 12.2011
No Degree - SPM Only
SMK Sri Sentosa
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