MEI QIE HOI
Kuala Lumpur,MALAYSIA
Summary
Accomplished professional with expertise in customer experience management and team leadership, adept at driving process improvement and managing SLA & KPI metrics. Proven track record in OTA operations, including Agoda and booking systems, with a strong focus on conflict resolution and escalation handling. Skilled in data analysis and reporting, committed to enhancing operational efficiency and delivering exceptional service quality.
Overview
8
8
years of professional experience
Work history
Customer Service Specialist
Agoda Company Pte.Ltd
Kuala Lumpur
2025.11 - 2026.04
- Assisted in managing high-volume inbound calls, chats, and emails to resolve customer inquiries regarding bookings, payments, and account issues.
- Supported customers with booking modifications, cancellations, and special requests while adhering to company policies.
- Provided accurate and timely solutions to enhance customer satisfaction and retention.
- Provided product information, increasing customer knowledge.
- Worked as part of a team, improving communication skills within the workplace.
Operations Lead
WELSEND (HOPEGOO Project)
2024.10 - 2025.09
- Led and coached a 20-member customer service team, driving performance, engagement, and service quality.
- Conducted performance reviews, implemented coaching plans, and improved team accountability.
- Leveraged OTA expertise to ensure accurate service delivery and operational efficiency.
- Collaborated cross-functionally to resolve escalations and optimize workflows.
- Created detailed reports on operational performance, providing valuable insights for decision making.
- Established operational standards, achieving consistency across all shifts.
- Managed staff rosters, resulting in balanced workloads.
- Implemented risk mitigation strategies to prevent operational disruptions.
Team Manager
IGT Solutions Pte Ltd (AGODA Project)
2022.10 - 2024.10
- Led strategic initiatives to reduce process errors and improve resolution times, enhancing service accuracy and efficiency.
- Ensured compliance with SLAs, company policies, and APAC regulatory requirements across multiple markets.
- Analysed performance metrics and customer trends to identify gaps and implement process improvements.
- Streamlined daily operations, aligning service delivery with evolving customer expectations.
- Streamlined operations, leading to increased team performance.
- Facilitated weekly meetings to discuss progress on projects, deadlines, objectives and concerns.
Customer Service Officer
SATS, Singapore
Singapore
2021.02 - 2022.08
- Delivered premium, personalized service to VIP and corporate passengers, achieving 95%+ satisfaction ratings.
- Met daily targets by efficiently managing workload within set timelines.
- Improved operational efficiency by reducing cross-department handoff time by 25%.
- Recognized among top 5% performers for service excellence.
Customer Service Agent
SATS, Singapore
Singapore
2018.10 - 2020.12
- Designed and delivered training programs to enhance service quality and inquiry handling.
- Analysed service data to identify improvement areas and elevate customer experience.
- Supported daily operations in a fast-paced, high-volume environment.
- Anticipated potential problems by closely reviewing account histories, avoided escalation scenarios.
Education
Foundation in Arts - Economics
Universiti Tunku Abdul Rahman (UTAR)
MalaysiaSkills
- Customer Experience Management
- Team Leadership & Coaching
- SLA & KPI Management
- Process Improvement
- OTA Operations (Agoda, booking systems)
- Conflict Resolution & Escalation Handling
- Data Analysis & Reporting
Languages
English
Fluent
Chinese (Mandarin)
Native
Chinese (Cantonese)
Fluent
Malay
Fluent
Timeline
Customer Service Specialist
Agoda Company Pte.Ltd
2025.11 - 2026.04
Operations Lead
WELSEND (HOPEGOO Project)
2024.10 - 2025.09
Team Manager
IGT Solutions Pte Ltd (AGODA Project)
2022.10 - 2024.10
Customer Service Officer
SATS, Singapore
2021.02 - 2022.08
Customer Service Agent
SATS, Singapore
2018.10 - 2020.12
Foundation in Arts - Economics
Universiti Tunku Abdul Rahman (UTAR)