ONG HORNG FANG
Team Captain | Customer Experience & Agent Support
Kuala Lumpur
Summary
Dynamic Customer Service Specialist with over 5 years of experience in live chat, email, and phone support, consistently delivering exceptional customer experiences and resolving complex issues.
Recognized as a top performer in customer satisfaction (CSAT) at Agoda in Q4 2021, demonstrating a strong commitment to maintaining high satisfaction scores.
Proficient in multitasking, problem-solving, and utilizing remote collaboration tools to enhance team efficiency.
Pursuing a work-from-home live chat customer support role to leverage strong communication skills and empathy while gaining valuable long-distance management experience.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Customer Support & Admin
Simple Eggs Sdn Bhd
09.2024 - Current
- Manage customer inquiries through WhatsApp, calls, and online platforms, ensuring timely responses.
- Handle order processing, delivery coordination, and issue resolution for B2B and B2C clients.
- Support billing, invoicing, and logistics communications.
- Maintain strong customer relationships and follow up on satisfaction.
Team Captain
Agoda International (M) Sdn Bhd
10.2022 - 08.2024
- Provided live support to agents through internal ping inquiries, assisting in case consultations and compensation requests.
- Reviewed and approved agent compensation requests, ensuring fairness and accuracy.
- Supported SDM (Service Delivery Management) reporting, providing insights on team performance and customer impact.
- Handled escalations and impact support to maintain service quality.
- Acted as first-line support for agents, empowering them to deliver consistent and high-quality service.
Customer Experience Specialist
Agoda International (M) Sdn Bhd
08.2019 - 09.2022
- Delivered customer support via live chat, email, and calls, assisting global guests and partners.
- Consistently achieved high CSAT scores, including Highest Score reward in Q4 2021.
- Selected for Chat Specialist team (2021) to improve customer engagement and efficiency.
- Supported product knowledge training and internal community campaigns.
Medical Sales Representative
GP Medical Sdn Bhd
11.2018 - 07.2019
- Surpassed sales targets by 130% in first quarter through strategic client engagement.
- Built product awareness across Perak hospitals, establishing strong client base.
Medical Laboratory Scientist
Gribbles Pathology (M) Sdn Bhd
06.2017 - 11.2018
- Conducted diagnostic testing, QC, and patient sample handling.
- Mentored new hires and led branch training after HQ certification.
- (Other earlier roles available upon request)
Education
Diploma - Medical Laboratory Technology
Ramsay Sime Darby Healthcare College
01.2016
SPM - undefined
SMK Simpang Empat
01.2012
Skills
Timeline
Customer Support & Admin
Simple Eggs Sdn Bhd
09.2024 - Current
Team Captain
Agoda International (M) Sdn Bhd
10.2022 - 08.2024
Customer Experience Specialist
Agoda International (M) Sdn Bhd
08.2019 - 09.2022
Medical Sales Representative
GP Medical Sdn Bhd
11.2018 - 07.2019
Medical Laboratory Scientist
Gribbles Pathology (M) Sdn Bhd
06.2017 - 11.2018
SPM - undefined
SMK Simpang Empat
Diploma - Medical Laboratory Technology
Ramsay Sime Darby Healthcare College
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