Mok Zhuang Chun
Customer Service Manager
22, Jalan Midah 4C, Taman Midah Cheras
Summary
Motivated Customer Service Manager with total 4 years of experience with Lead, Develop, and Manage People.
Resourceful expert at learning customer needs, create best Customer experience to meet company's Mission and Vision.
Committed to strengthening customer experiences with positivity and professionalism while dealing with escalated cases.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
Team Manager
UOB Centre of Excellence (M) Sdn Bhd
04.2018 - Current
- Supervise customer service team
- Develop goals and report progress
- Develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Handle customer's service escalation, feedback, complaint
- Take ownership of customers issues and follow problems through to resolution
- Improve customer service experience, create engaged customers and facilitate organic growth
- Maintain an orderly workflow according to priorities
- Develop service procedures, policies and standards
Customer Service Officer
UOB Centre of Excellence (M) Sdn Bhd
02.2015 - 03.2018
- Manage large amounts of incoming calls
- Identify and assess customers’ needs to achieve satisfaction
- Provide accurate, valid and complete information by using the right methods/tools
- Take the extra mile to engage customers
- Ensure closely follow up to customers' request
Education
Higher Secondary/STPM -
Methodist Boy School
01.2010 - 12.2012
Skills
Verbal & Written Communication Skills
Additional Information
Achievement:
- Top Performer for Cards in:
➵ March, August, December 2016
➵ November 2017
➵ January, March 2018
- Top Manager for Banking and Wealth Banking
➵ February, May, July - December 2019
➵ January and February 2020
- Excellent Service Award (EXSA): Silver Award in year 2017.
- Excellent Service Award (EXSA): Gold Award in year 2018.
- Excellent Service Award (EXSA): Star Award in year 2019.
- Excellent Service Award (EXSA): Star Award in year 2020.
- Certified Contact Centre Manager (CCCM), certified by WKU
Timeline
Team Manager
UOB Centre of Excellence (M) Sdn Bhd
04.2018 - Current
Customer Service Officer
UOB Centre of Excellence (M) Sdn Bhd
02.2015 - 03.2018
Higher Secondary/STPM -
Methodist Boy School
01.2010 - 12.2012
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