Nelson Isaiah Joseph
Customer Service Representative
Cheras,Selangor
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service and Recruitment industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients,customers and candidates. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Chat Specialist
Concenrix
Cheras, Selangor
10.2021 - Current
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Cultivated relationships with new customers and maintained good partnerships with existing clients.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Concierge support team.
- Handling emails, outbound calls,chats.
Member Service Specialist
Young & Living
Kuala Lumpur
11.2019 - 10.2021
- Answering emails and chats pertaining to questions, concerns, and complaints regarding membership
- Providing information on membership fees, policies, processes, benefits, products, and services
- Actively listening to members and identifying their needs
- Recommending and cross‑selling products and services to members and potential members
- Investigating and resolving or escalating membership and payment issues
- Assessing member eligibility and processing payments, applications, and requests
- Documenting all inquiries and maintaining accurate membership records
- Handling the Global markets (USA, Philippines and Malaysia)
Talent Engagement Executive
Bizreach
Kuala Lumpur
11.2019 - 11.2020
- Identify talent for respective industry/ service lines, pre‑screen candidates and shortlist candidate based on our client’s job description technical aspect
- (Malaysia & Singapore)
- Showcase experience in searching for leading job sites (Job Street, Indeed & Monster) professional networking sites (LinkedIn & Facebook), market intelligence across technology & corporate space
- Implement executive sourcing strategies using hiring channels, conduct initial telephonic screening, and maintain candidate data in recruitment management system
- Provide outstanding client service, problem‑solving, teamwork and knowledge‑sharing skills
- Adhere to sourcing processes, defined SLA, consistency, performance targets and delivery timelines.
Sourcing Specialist
Kelly OCG / Kelly Services
Kuala Lumpur
07.2018 - 11.2019
- Identifying future hiring needs and developing job descriptions and specifications.
- Collaborating with department managers to compile a consistent list of requirements.
- Attracting suitable candidates through databases, online employment forums, social media, etc.
- Conducting interviews and sorting through applicants to fill open positions.
- Assessing applicants' knowledge, skills, and experience to best suit open positions.
- Providing recruitment reports to team managers.
Sourcing Specialist
Randstad Source right
04.2017 - 06.2018
- Personal
- Resume objective
- Work experience
- Design and implement overall recruiting strategy
- Develop and update job descriptions and job specifications
- Perform job and task analysis to document job requirements and objectives
- Prepare and post jobs to appropriate job board/newspapers/colleges etc
- Source and attract candidates by using databases, social media etc
- Screen candidates resumes and job applications
- Conduct interviews using various reliable personnel selection tools/methods to filter candidates within schedule
- Assess applicants’ relevant knowledge, skills, soft skills, experience and aptitudes
- On‑board new employees in order to become fully integrated
- Monitor and apply hr recruiting best practices
- Provide analytical and well documented reports to the rest of the team, APAC Sourcing Centre, Kuala Lumpur
- Execution of unique sourcing methodology, which is known as Total Talent Sourcing Methodology (TTSM) based on active sourcing for passive candidates
- Responsible for attracting and matching candidates with client companies across US region
- Qualifying roles with onsite recruiter / client to understand requirements and needs
- To provide voice recruiting to identify and qualify active and passive candidates before endorsing them to clients
- To provide advanced research and sourcing support to internal and external clients
- Manage multiple diverse sourcing channels including (but not limited to) career job portals, social medias, headhunting, talent pool and managing candidate database
- Adherence to Service Level Agreement for recruitment activities
- Manage and build good relationships with stakeholders/partners (internally and externally) to ensure effective staffing communication, processes, performance and operations are in place
- Results driven and ability to work with diverse culture
Fraud Protection Specialist
American Express
Kuala Lumpur
04.2014 - 04.2016
- Obtains client information by answering telephone calls; interviewing clients; verifying information
- Determines eligibility by comparing client information to requirements
- Establishes policies by entering client information; confirming pricing
- Informs clients by explaining procedures; answering questions; providing information
- Maintains communication equipment by reporting problems
- Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
- Updates job knowledge by studying new product descriptions; participating in educational opportunities
- Answering fraud after hour calls
- Usually escalating cases to fraud team
Education
Cruise Ship Diploma - Cruise Management
Greencity International College
01.2010 - 01.2012
CERTIFICATE OF PERSONAL SURVIVAL TECHNIQUES - undefined
Euro Tech Maritime Academy
CERTIFICATE OF PROFICIENCY IN PERSONAL SAFETY AND - undefined
RESPONSIBILITIES - undefined
Euro Tech Maritime Academy
CERTIFICATE OF ELEMENTARY FIRST AID - undefined
Euro Tech Maritime Academy
CERTIFICATE OF FIRE PREVENTION AND FIRE FIGHTING - undefined
Euro Tech Maritime Academy
CRUISE SHIP DIPLOMA, Greencity International College
01.2010 - 01.2012
Skills
Communication skillsProblem-solving abilitiesPeople skillsEnglishBahasa MelayuTamilSkillsLanguages
Timeline
Chat Specialist
Concenrix
10.2021 - Current
Member Service Specialist
Young & Living
11.2019 - 10.2021
Talent Engagement Executive
Bizreach
11.2019 - 11.2020
Sourcing Specialist
Kelly OCG / Kelly Services
07.2018 - 11.2019
Sourcing Specialist
Randstad Source right
04.2017 - 06.2018
Fraud Protection Specialist
American Express
04.2014 - 04.2016
Cruise Ship Diploma - Cruise Management
Greencity International College
01.2010 - 01.2012
CERTIFICATE OF FIRE PREVENTION AND FIRE FIGHTING - undefined
Euro Tech Maritime Academy
CRUISE SHIP DIPLOMA, Greencity International College
01.2010 - 01.2012
CERTIFICATE OF PERSONAL SURVIVAL TECHNIQUES - undefined
Euro Tech Maritime Academy
CERTIFICATE OF PROFICIENCY IN PERSONAL SAFETY AND - undefined
RESPONSIBILITIES - undefined
Euro Tech Maritime Academy
CERTIFICATE OF ELEMENTARY FIRST AID - undefined
Euro Tech Maritime Academy