Hi, I’m
Ning Lim
Regional Customer Care Manager
Kuala Lumpur
Summary
I am a dynamic and results-driven professional with a strong background in operations and customer experience leadership roles within startup cultures. My exceptional communication skills and strategic thinking abilities have enabled me to build high-performing teams, refine processes, and develop user-centric apps. I have a proven track record of driving operational efficiency and delivering exceptional customer experiences. I am genuinely passionate about innovation and have a knack for thinking outside the box, which allows me to identify opportunities for improvement and implement effective solutions.
Overview
8
years of professional experience
5
years of post-secondary education
Work History
Zenyum Sdn. BhdKuala Lumpur
Regional Customer Care Manager
09.2022 - Current
Job overview
- Spearheaded a team of 12 customer care representatives and ensured adherence to company policies and procedures, resulting in an increase in customer satisfaction ratings, raised SG Google Reviews from 4.2 to 4.7 in the short 6 months.
- Developed and implemented training programs for new hires and ongoing training for existing staff, resulting in a reduction in customer complaints and brought our CSAT to a positive number.
- Analysed customer feedback data and provided recommendations to other departments, especially Product team for process/app improvements, resulting in a increase in operational efficiency.
- Collaborated with cross-functional teams, including sales and marketing, to develop and execute customer upselling initiatives, resulting in a increase in customer retention and revenue growth of $117k of retainer sales.
Comfort Works Sdn. Bhd.Kuala Lumpur
Customer Experience Lead
08.2019 - 08.2022
Job overview
- Orchestrated the successful implementation of a cutting-edge customer feedback program called "People of Comfort Works", boosting overall satisfaction ratings and reviews on multiple platforms.
- Devised and conducted impactful training sessions for customer service representatives, slashing average handling time on FreshDesk to 24-hours and elevating first call resolution rate.
- Collaborated seamlessly with cross-functional teams to introduce a dynamic customer affiliate program, which generated an increase in repeat business and a surge in customer lifetime value.
- Partnered with QA team lead to develop usability and functional test scripts for customer validation and sign-off.
- Provided problem management support to capture customer and business requirements and transform them into solutions.
ServisHeroKuala Lumpur
Operations Manager (Customer Service)
03.2016 - 06.2019
Job overview
- Played a key role as a core team member in an early-stage B2C and B2B2C services app company, focusing on customer-side operations.
- Established and maintained high levels of customer satisfaction, achieving positive CSAT/NPS scores through effective communication and problem-solving skills using Intercom.
- Implemented a customer feedback feature with real-time ticket tracking, improving transparency and customer satisfaction. Collaborated with the development team to create a user-friendly Order Feedback tab within the app which resulted in enhanced visibility into support requests and automated notifications for updates.
- Streamlined customer service processes, resulting in a 50% reduction in response times, boosting productivity and minimizing customer complaints.
- Trained and supervised a team of 10 customer service representatives across two countries (Singapore and Malaysia), implementing a successful onboarding program that significantly improved overall performance.
- Demonstrated industry understanding and implemented Trello+Airtable self automations to streamline operations and ensure exceptional customer experiences, independent of the development team's availability.
StoreHub Sdn. Bhd.Kuala Lumpur
Customer Service Manager
03.2015 - 03.2016
Job overview
- Played a pivotal role as a core team member in building foundational processes, SOPs, and guidelines for the customer service department from the ground up.
- Took on the responsibility of hiring, training, and leading a team of 4 customer service representatives, ensuring seamless resolution of customer inquiries and issues.
- Developed and nurtured strong relationships with customers, resulting in a significant increase in word-of-mouth referrals.
- Recognizing the need for enhanced post-sales support, introduced an after-sales training sessions, aimed at equipping customers with the necessary skills and knowledge for efficient onboarding.
- Identified the need for streamlining operations and improving efficiency, leading to the creation of a dedicated sub-division to offload tasks from the lead filtering team and account management team.
Education
University of BuffaloBuffalo, New York
Bachelor of Science from Business Psychology
01.2013 - 12.2014
HELP University CollegeKuala Lumpur
Bachelor of Science from Business Psychology
04.2011 - 01.2013
Disted CollegePenang, Malaysia
from Science Education
04.2009 - 04.2010
Skills
Customer Experience
Availability
See my work availability
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Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Regional Customer Care Manager
Zenyum Sdn. Bhd
09.2022 - Current
Customer Experience Lead
Comfort Works Sdn. Bhd.
08.2019 - 08.2022
Operations Manager (Customer Service)
ServisHero
03.2016 - 06.2019
Customer Service Manager
StoreHub Sdn. Bhd.
03.2015 - 03.2016
University of Buffalo
Bachelor of Science from Business Psychology
01.2013 - 12.2014
HELP University College
Bachelor of Science from Business Psychology
04.2011 - 01.2013
Disted College
from Science Education
04.2009 - 04.2010
Personality
Astrological Sign - Aquarius with Sagittarius Rising
Myers–Briggs Type Indicator (MBTI) - INFJ-T
Enneagram - 6w2
Personality
Astrological Sign - Aquarius with Sagittarius Rising
Myers–Briggs Type Indicator (MBTI) - INFJ-T
Enneagram - 6w2
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