Nicholas Toh
Team Leader
Kuala lumpur,Kuala Lumpur
Overview
24
24
years of professional experience
4
4
Languages
Work History
Senior Customer Service Representative
UOB Centre of Excellence (M) Sdn Bhd
Kuala lumpur, Kuala Lumpur
10.2022 - 07.2023
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
Account Manager
Piano Market Enterprise
Kuala lumpur, Kuala Lumpur
09.2019 - 09.2022
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
- Negotiated prices for products and freights to reduce cost of acquisition by achieving lower price.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
Personal Banker
Hong Leong Bank Berhad
Kuala lumpur, Kuala Lumpur
09.2016 - 03.2019
- Managed and opened over 200 checking, saving and line of credit accounts.
- Contacted potential clients to pursue sales and gather funds.
- Upheld stringent bank standards for loans, money handling, and legal considerations.
- Met with clients to generate new business and negotiate contracts.
- Built and maintained productive relationships with internal and external C-level executives to facilitate business success.
Team Leader
UTS Sdn Bhd
Kuala lumpur, Kuala Lumpur
10.2015 - 10.2016
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised 10 team members to confirm compliance with set procedures and quality requirements.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
- Trained team members in successful strategies to meet operational and sales targets.
Assistant Manager
Global Migration Solutions
Kuala lumpur, Kuala Lumpur
06.2013 - 09.2015
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Supported applicants through visa process and helped correct different issues.
- Helped qualified immigrants, giving advice on correct visa for experience, skills and country of origin.
- Maintained current knowledge of immigration laws and coordinated referrals to obtain qualified legal advice for clients.
- Assisted students with obtaining education-related visas for schools offering acceptance letters.
Team Leader
TeleDirect
Singapore, Singapore
2009.11 - 2013.02
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
Customer Service Representative
HSBC Bank
Kuala lumpur, Kuala Lumpur
04.2007 - 11.2009
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer service Representative
American Express, AMEX
Kuala lumpur, Kuala Lumpur
2005.07 - 2007.03
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
Croupier
Resorts World Genting
Kuala lumpur, Kuala Lumpur
09.1999 - 06.2005
- Collected and distributed losing and winning bets by calculating odds and payouts.
- Monitored game table for signs of cheating or other criminal activities by observing body language and behaviors of gamblers.
- Explained rules, variations and betting structures of games such as roulette and baccarat
- Maintained personable and professional demeanor when dealing with ill-mannered or dishonest casino-goers.
- Maintained fast game pace by handling chips, cards, money, and gaming equipment efficiently.
Education
Diploma - Computer Science/Information Technology
Stamford College
2002
Intermediate - undefined
SMK Hulu Kelang, SPM
1999
Skills
- Coaching and Mentoring
- Customer Complaint Management
- Selling Skills
- Articulate Communication
- Training and Development
- Customer Support
- Inbound and Outbound Calling
Timeline
Senior Customer Service Representative
UOB Centre of Excellence (M) Sdn Bhd
10.2022 - 07.2023
Account Manager
Piano Market Enterprise
09.2019 - 09.2022
Personal Banker
Hong Leong Bank Berhad
09.2016 - 03.2019
Team Leader
UTS Sdn Bhd
10.2015 - 10.2016
Assistant Manager
Global Migration Solutions
06.2013 - 09.2015
Team Leader
TeleDirect
2009.11 - 2013.02
Customer Service Representative
HSBC Bank
04.2007 - 11.2009
Customer service Representative
American Express, AMEX
2005.07 - 2007.03
Croupier
Resorts World Genting
09.1999 - 06.2005
Diploma - Computer Science/Information Technology
Stamford College
Intermediate - undefined
SMK Hulu Kelang, SPM
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceCareer advancementPersonal development programsSimilar Profiles
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