Luvis Yeong Leng Chun
Senior Sales & Client Experience Manager
Kuala Lumpur
Summary
Dynamic and results-oriented Sales & Client Experience Manager with proven experience in business development, client relationship management, and cross-department coordination. Skilled at identifying and engaging target customers through strategic communication, digital channels, and data-driven insights. Known for strong leadership, adaptability, and the ability to drive both customer satisfaction and team performance in fast-paced environments.
Overview
10
10
years of professional experience
4
4
Languages
Work History
Support Team Lead
Grand Markets
01.2025 - Current
- Lead the development and transformation of the Client Support function, shifting the team from basic customer service to a multi-channel, experience-driven support model covering Live Chat, Email, and WeChat.
- Architect end-to-end client experience workflows, including onboarding design, KYC/AML coordination frameworks, deposit/withdrawal SOPs, escalation paths, and overall service governance.
- Spearhead cross-department initiatives with Sales, Risk, IT, and Compliance to resolve structural bottlenecks, enhance operational efficiency, and support client acquisition and retention strategies.
- Establish Support Training & QA systems, including onboarding training modules, performance standards, service guidelines, and quality review processes to ensure consistent and scalable service delivery.
- Oversee high-impact client cases involving SVIP clients, regulatory inquiries, technical issues, and liquidity-related escalations, ensuring strategic alignment and protecting the company’s brand reputation.
- Drive data-based improvements by monitoring service KPIs (response time, resolution time, NPS/CSAT, escalation rates), converting insights into actionable process enhancements.
- Contributed to platform launch readiness by coordinating system testing, process validation, FAQ architecture, and Support–IT workflow alignment.
- Influence company-level decisions by advocating for customer experience improvements, operational safeguards, and scalable support infrastructure to prepare for long-term growth.
Customer Service Executive
Hytech
05.2021 - 10.2023
- Provided expert-level support to forex traders, addressing inquiries related to trading platforms, account management, and market conditions.
- Assisted clients in navigating trading platforms, executing trades, and understanding market dynamics.
Customer Service Executive
Masuta Solution
02.2020 - 01.2021
- Evaluated customer information to explore issues, develop potential solutions and maintain high-duality service.
- Addressed customer inquiries and resolved Issues promptly, maintaining a high level of customer satisfaction.
Personal Assistant
Malton Bhd
02.2017 - 02.2020
- PA duties can include everything from helping with time and daily management, scheduling of meetings, correspondence, and note-taking.
PROPERTY AGENT
FAR EASTERN REALTY
01.2016 - 01.2017
- A real estate agent helps his or her clients purchase, rent, or sell properties.
Education
SMK PANDAN INDAH
11.2014
Skills
Team development
Timeline
Support Team Lead
Grand Markets
01.2025 - Current
Customer Service Executive
Hytech
05.2021 - 10.2023
Customer Service Executive
Masuta Solution
02.2020 - 01.2021
Personal Assistant
Malton Bhd
02.2017 - 02.2020
PROPERTY AGENT
FAR EASTERN REALTY
01.2016 - 01.2017
SMK PANDAN INDAH