Samantha Anne
Customer Service Manager
Masai, Johor,01
Summary
Customer Service & Experience Manager with over 13 years of experience leading customer support teams across B2B and B2C environments. Proven expertise in managing day-to-day customer service operations, resolving complex escalations, improving service processes, and driving customer satisfaction and retention. Strong people leader with hands-on experience coaching teams, managing KPIs and SLAs, and collaborating cross-functionally using systems such as SAP and Salesforce. Adept at building service teams that deliver consistent, high-quality customer experiences. Customer Service & Experience Manager with over 13 years of experience leading customer support teams across B2B and B2C environments. Proven expertise in managing day-to-day customer service operations, resolving complex escalations, improving service processes, and driving customer satisfaction and retention. Strong people leader with hands-on experience coaching teams, managing KPIs and SLAs, and collaborating cross-functionally using systems such as SAP and Salesforce. Adept at building service teams that deliver consistent, high-quality customer experiences.
Overview
11
11
years of professional experience
Work History
Customer Service Manager
Incora Malaysia Sdn Bhd
06.2023 - Current
- Led and managed APAC customer service teams of 10, overseeing daily operations, escalations and service quality standards
- Reduced customer complaints and repeat issues through proactive root-cause analysis and process improvements
- Improved customer satisfaction and retention by strengthening collaboration between customer service, operations, and internal stakeholder.
Regional Operation Manager
Hoolah Malaysia Sdn Bhd
05.2021 - 06.2023
- Owned end-to end inbound leads and sales operations, overseeing lead qualification, conversion, and operational execution
- Led regional merchant onboarding program's, acting as a consultant to merchant operations teams across multiple markets
- Managed team of 5 from different regions
- Designed, improved, and implemented onboarding policies, SOPs, and training frameworks aligned with business goals.
- Served as the subject matter expert for merchant operations, providing insights and recommendations to leadership teams
- Acted as the voice of merchants, sharing market insights, consumer trends, and competitor intelligence with stakeholders
Merchant Operation Manager
Hoolah Malaysia Sdn Bhd
08.2020 - 04.2021
- Built and continuously refined in-store merchant onboarding best practices, including training modules and QR code processes.
- Delivered smooth onboarding experiences by collaborating with sales, integration, and account management teams.
- Developed and maintained onboarding content, operational guidelines, and documents.
- Identified process gaps and improvement opportunities through regular reporting and performance analysis..
Business Development Manager
OYO Malaysia Sdn Bhd
12.2019 - 07.2020
- Planned and executed business development strategies to onboard high-quality budget hotels into the OYO network.
- Identified potential hotel partners based on location, pricing, infrastructure quality, and owner readiness.
- Presented partnership proposals and negotiated commercial agreements with hotel owners.
- Strengthened long-term relationships with hotel partners and key stakeholders.
- Collaborated with operations, marketing, pricing, finance, and customer support teams to ensure smooth daily operations. Planned and executed business development strategies to onboard high-quality budget hotels into the OYO network.
Customer Service Manager
Lyreco Malaysia Sdn Bhd
07.2015 - 11.2019
- Managed a customer service team of 10, conducting regular one-to-one coaching, goal setting, and performance reviews.
- Member of the mid-management team for Lyreco Singapore and Malaysia, contributing to monthly strategy reviews and project planning
- Ensured all customer orders and requests received by cut off time were processed on the same day
- Defined team priorities, improved service quality, and supported project implementation initiatives
Education
MBA - Business Administration And Management
University Technology Malaysia
Johor Bahru, Johor, Malaysia 04.2001 -
Skills
Customer Service Operations
Customer Experience (CX)
Complaint & Escalation Management
Customer Retention & Satisfaction
SLA & KPI Monitoring
Team Leadership & Coaching
Performance Management
Training & Development
Workforce Planning
Process Improvements & SOPs
Cross-Functional Collaboration
SAP, Salesforce and JDE
Accomplishments
- Awarded as best collaborator in Incora, 2024
- Employee of the Quarter in Lyreco Q3 2018.
- Lyreco Business School Student in 2016.
Timeline
Customer Service Manager
Incora Malaysia Sdn Bhd
06.2023 - Current
Regional Operation Manager
Hoolah Malaysia Sdn Bhd
05.2021 - 06.2023
Merchant Operation Manager
Hoolah Malaysia Sdn Bhd
08.2020 - 04.2021
Business Development Manager
OYO Malaysia Sdn Bhd
12.2019 - 07.2020
Customer Service Manager
Lyreco Malaysia Sdn Bhd
07.2015 - 11.2019
MBA - Business Administration And Management
University Technology Malaysia
04.2001 -