Maverick Soong Kim Yee
Associate Director, Customer Support
B-9-13, Block B, Sterling Condominium, No 3, Jln SS7/19, Kelana Jaya, 47301, Petaling Jaya, Selangor
Summary
Dynamic and experienced Associate Director of Customer Support with 20+ years of expertise in supporting and implementing HR technology solutions across APAC markets. Deep understanding of Payroll, Time & Attendance and HRIS Platforms. Skilled in scaling multilingual support teams, optimizing customer journeys, and collaborating with HR, compliance, and IT stakeholders to ensure localization and regulatory adherence. Committed to delivering exceptional customer experiences in fast-paced, enterprise SaaS environments.
Overview
23
23
years of professional experience
8
8
years of post-secondary education
Work History
Associate Director, Customer Support
Tricor Orisoft Technology Sdn Bhd
01.2022 - Current
- Lead a regional customer support organization delivering Tier 1–2 support for a suite of HR solutions, serving over 1,000 enterprise clients across 10 Asian markets.
- Established strong relationships with key industry partners, creating mutually beneficial opportunities for growth and collaboration.
- Prioritized tasks and allocated resources appropriately to keep teams focused and productive.
- Mentored junior staff members, providing guidance on professional development opportunities and career progression paths within the company.
- Managed cross-functional teams for multiple large-scale projects, successfully completing each on time and within budget constraints.
- Maintained compliance with industry regulations while adapting to changes in legislation or best practices as needed.
- Improved overall team efficiency by streamlining project management processes and implementing new collaboration tools.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Senior Manager, Customer Support
Orisoft Technology Sdn Bhd
11.2017 - 01.2022
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Provided strong leadership to enhance team productivity and morale.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Enhanced team performance with regular coaching sessions, focusing on individual strengths and areas for improvement.
Customer Support Manager
Orisoft Technology Sdn Bhd
02.2006 - 11.2017
- Setting up and managing customer support unit.
- To establish good business relationship with customers.
- Maintain and keep track of all software maintenance agreement.
- To ensure all maintenance contracts are signed timely once warranty period is expired.
- Ensure customer satisfactions are met and renew their maintenance contract timely.
- Ensure payment of maintenance to be collected timely.
- To provide support to all customers with valid maintenance contract.
- To conduct customer satisfaction survey on a yearly basis.
- To assume the responsibilities of post sales to all customers.
- To provide software training/support at office and/or client’s premises.
- To provide on-line support to clients via telephone or electronic media.
- To procure software for operational and business purposes.
- To record, collate and report feedback from clients and suppliers weekly/monthly.
- Record, report and troubleshoot, if possible, all software errors discovered.
- Assist in designing and implementing procedures on customer support programs.
- To prepare and process all training and support documentations and coordinating/collaborating such documents with the Post-Development Team on standards and frameworks related to this task.
- To assume responsibilities delegated by the Management.
- Assist in new business development projects.
- Any other ad hoc assignments.
- Participate with Directors on projects matters such as MOU, NDA and agreements.
Consultant
IFCA Solutions Sdn Bhd
05.2005 - 02.2006
- Supported Financial Accounting System for Property Industry such as Mah Sing Property, Bolton Berhad and E&O Property Development.
- Conducted system requirement studies. Performed business rule, gap analysis and prepare Customization Specification Proposal.
- Performed data portation.
- Performed server and client installation of MSSQL database and IFCA property application.
- Configured IFCA property application according to client requirements.
- Performed business rules and functional testing on IFCA property application and liaise with developers on bugs, enhancements and customizations.
- Provide application training to clients.
- Support live customer via phone, emails or on-site.
- Participate with Executive Director on contract matters in the development of contracts such as Petronas – Carigali and Tenaga Nasional Berhad.
- Experience with change management.
Business Project Specialist
Orisoft Technology Berhad
06.2002 - 04.2005
- Lead Consultant on projects implementation, upgrade and provide on-site support on payroll, leave and claim transaction and processing systems.
- Handled approximately 35 live clients.
- Involved in full project implementation cycle for new customer like ICI / Hyatt Regency Johor Bahru from initial stage to maintenance stages.
- Business Requirement Study: Gather and study customer requirement. GAP analysis study with existing system. Provide customization, enhancement, alternative solution to client on the GAP.
- Data Conversion: Data mapping and data verification after conversion.
- Training: Prepare User Manual and provide training to User on the Application.
- Implementation: Deploy application system to Customer site, setup customized setting according to Customer’s requirement.
- User Acceptance Test: Go through the system with User to ensure the system meet all Customer’s requirements.
- Parallel Run: Ensure the new deployed application system has consistent result with Customer’s existing system.
- Live Run: Standby at Customer’s site during live run, provide real time support to Customer.
- Maintenance: Continuous customer support via email, phone call, PC anywhere. Documentation: BRS, SME (System Mapping Exercise), User Manual, User Acceptance Test and etc.
- Provide Technical support to client: Install database server, create MSSQL / ORACLE database. Provide training to customer on installation of Orisoft Application System and ORACLE / MSSQL Database Server / Client and ways of troubleshooting when Application System or database encountered error.
- Provide Customer Service: Onsite / Offsite support. Simulate problems encountered from Customer in office in order to troubleshoot and provide solution to customer in a timely manner.
- Raise up the issue to development team to fix bugs that customer encountered and customer’s new requirement.
- Propose alternative solution to customer based on the issue they encountered from the system or changes on existing requirement.
- Standby at customer site during critical period eg. During payroll run / bonus run period to ensure employee receive accurate pay check on time.
- In charge of setting up EA form to all existing customers. Create new data source or modify existing data source based on customer current requirement each year.
- Update latest patches/program and database scripts to all new/existing customers including emergency bug fixes from development team.
- Quality assurance on current system.
- Prepare test plan in order to cover all testing scenarios on new enhancement or fixes of the program from the development team to ensure the quality control of the system.
- Participate in IT contract (NEC Computers) with IDA (Infocomm Development Authority (IDA) of Singapore).
Education
B.Sc (Hons) - Computer Science
Conventry University
01.1999 - 01.2001
Sijil Pelajaran Malaysia [SPM] - undefined
Methodist [A.C.S] Secondary School
01.1990 - 01.1994
Sijil Rendah Pelajaran Malaysia [SRP] - undefined
Methodist [A.C.S] Secondary School
01.1987 - 01.1989
Skills
Team collaboration and leadership
Strategic leadership
Coaching and mentoring
Organizational development
Operations management
Decision-making
Project management
Crisis management
Relationship building
Primary Computer Skills
- SQL
- Oracle Server
- MSSQL Server
- Developing client server based system using Visual J++
- Standard packages using Visual Basic
- Windows troubleshooting and DOS troubleshooting
- Microsoft Office such as Outlook, Word, Excel and Powerpoint.
Details
D.O.B: 11 April 1980
IC Number: 800411-05-5221
Age: 45
Marital Status: Married
Citizenship: Malaysian
Race: Chinese
Key Skills And Abilities
- Possessed a proven track record in providing post-implementation system support, payroll, time attendance and HR operational support and trouble shooting.
- Multi-tasker who is able to handle multiple assignments in tight deadlines despite of the obvious challenges.
- Ability to speak and write in English and Bahasa Malaysia fluently, including dialects such as Mandarin, Cantonese and Hakka.
Timeline
Associate Director, Customer Support
Tricor Orisoft Technology Sdn Bhd
01.2022 - Current
Senior Manager, Customer Support
Orisoft Technology Sdn Bhd
11.2017 - 01.2022
Customer Support Manager
Orisoft Technology Sdn Bhd
02.2006 - 11.2017
Consultant
IFCA Solutions Sdn Bhd
05.2005 - 02.2006
Business Project Specialist
Orisoft Technology Berhad
06.2002 - 04.2005
B.Sc (Hons) - Computer Science
Conventry University
01.1999 - 01.2001
Sijil Pelajaran Malaysia [SPM] - undefined
Methodist [A.C.S] Secondary School
01.1990 - 01.1994
Sijil Rendah Pelajaran Malaysia [SRP] - undefined
Methodist [A.C.S] Secondary School
01.1987 - 01.1989
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