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
Cold calling
Sales planning
Sales development
Client relationship management
Sales forecasting
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