Summary
Overview
Work History
Education
Skills
Websites
References
Accomplishments
Timeline
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Low Seng Yip

Senior Customer Support And Operation Specialist
Ampang

Summary

Dedicated professional with strong communication, time management, and computer skills. Eager to apply abilities to contribute effectively to the team. Known for being hardworking and reliable, with a proven track record of helping companies meet their goals and succeed in dynamic environments. Thrives in fast-paced settings, quickly adapts to new challenges, and is committed to continuous learning and professional growth.

Overview

7
7
years of professional experience
5
5
years of post-secondary education

Work History

Senior Customer Support and Operation Specialist

Razer Inc
Kuala Lumpur, Kuala Lumpur
3 2023 - Current
  • Conducted data extraction and analysis of customer service metrics, including team response rates and ticket closures, to optimize operational efficiency
  • Assessed and enhanced customer support workflows through strategic analysis, continuous improvement plans, and iterative process refinement, resulting in heightened operational efficiency and increased customer satisfaction
  • Maintained comprehensive documentation of customer interactions, technical issues, and resolutions to ensure accurate tracking and effective problem resolution
  • Strategically manage and optimize Loyalty rewards inventory, implementing dynamic systems that accommodate evolving user preferences and changes in rewards landscape
  • Assisted Loyalty team in generating vouchers for rewards, contributing to increased customer retention and satisfaction
  • Generated vouchers for testing and marketing purposes, ensuring the accuracy and effectiveness of promotional campaigns
  • Managed team budget management, including monitoring expenses like appeasements and overtime, to optimize financial efficiency
  • Stay updated on industry trends, regulatory updates, and security protocols relevant to payment processing
  • Contacted giveaway winners following campaign completion to facilitate prize distribution and ensure timely fulfillment
  • Created and implemented SOPs to optimize inter-departmental workflows and enhance operational efficiency
  • Identified and implemented process enhancements to streamline customer support workflows and elevate overall customer experience
  • Partnered cross-functionally with product development, engineering, and QA teams to escalate and resolve technical issues.

Billing Team Lead

Zoom Video Communications
Cyberjaya, Selangor
02.2019 - 03.2024
  • Identified trends and provided feedback regarding billing issues and uncollectible accounts
  • Monitored daily operations and evaluated performance to proactively approach backlogs
  • Trained employees in job-specific tasks and evaluated continuing education needs to improve team performance
  • Resolved escalated complaints and answered questions regarding policies and procedures
  • Implemented and enforced corporate and departmental policies and service standards
  • Supervised direct reports and enforced adherence to established procedures and deadlines
  • Mentored employees in complex issue resolution and drafted scripts for addressing common challenges
  • Manage communication between multiple departments to create an effective escalation process.

Barista

Quartet NU Sentral
Kuala Lumpur, Kuala Lumpur
09.2018 - 02.2019
  • Cleaned and restocked dining room and bar areas and performed dishwashing and sanitation tasks
  • Operated cash registers and handled cash and card transactions
  • Maintained clean and healthy environment by following proper safety and sanitation regulations
  • Implemented process improvements to enhance service and store appearance.

Marine Surveyor

Global Marine Surveying
Taman Melawati, Kuala Lumpur
08.2017 - 09.2018
  • Developed criteria for survey methods and procedures
  • Verified accuracy of survey data, including measurements and calculations conducted at survey sites
  • Developed criteria for design and modification of survey instruments
  • Analyzed survey objectives and specifications to prepare survey proposals and to direct others in survey proposal preparation.
  • Supported clients in maritime litigation cases by providing expert knowledge on technical aspects of ships and cargoes.

Education

High School Diploma -

SMK Taman Melawati
Taman Melawati
01.2007 - 01.2012

Skills

  • Strong teamwork and knowledge sharing

  • Proficient in MS Office, MS Excel, Zendesk, Happy Desk, and Oracle

  • Basic knowledge of SQL

  • Excellent troubleshooting and problem-solving skills

  • Strong written and verbal communication (English and Malay)

  • Conversational in Mandarin and Cantonese

  • Tech-savvy, with computer and internet proficiency

  • Active listener with strong issue resolution skills

  • Physically active and disciplined from sports participation

  • Incident management expertise

  • Process Planning

References

Zoom Video Communication

Billing Supervisor Tier 1,

Alfred Hendrick Michael, 

+6012 837 7255


Razer Inc

Fraud and Anti Money Laundering Manager, 

Tan Lian Seng

+6013 837 7873

Accomplishments

  • Developed and implemented two cross-departmental Standard Operating Procedures (SOPs), enhancing communication and workflow efficiency.
  • Successfully maintained a service level agreement (SLA) of under 3 days for monitored queues, ensuring timely customer support and satisfaction.
  • Effectively handled and resolved fraud and tribunal cases, preventing escalation to court and minimizing potential legal risks.
  • Established a comprehensive SOP for the Japan customer service team, resulting in a streamlined escalation process and improved issue resolution.
  • Enhanced customer experience by improving existing SOPs, leading to more efficient service delivery and increased customer satisfaction.

Timeline

Billing Team Lead

Zoom Video Communications
02.2019 - 03.2024

Barista

Quartet NU Sentral
09.2018 - 02.2019

Marine Surveyor

Global Marine Surveying
08.2017 - 09.2018

High School Diploma -

SMK Taman Melawati
01.2007 - 01.2012

Senior Customer Support and Operation Specialist

Razer Inc
3 2023 - Current

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Low Seng YipSenior Customer Support And Operation Specialist