Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
CustomerServiceRepresentative
Samantha Sue Anne

Samantha Sue Anne

Customer Service Manager
Masai,Johor

Summary

I am a committed individual who painstakingly put all the efforts and produces the best result by raising the bar; every single time I am confident that I have a great deal of enthusiasm to contribute to my profession and that I could be relied upon to work effectively and efficiently within a group. I am very much keen to work in your organization with responsibility and commitment. I strongly feel, given the proper opportunity, I shall be able to prove my excellence. I treat my peers with respect and always collaborate with the team to deliver excellence. I aspire to grow professionally, embracing values like integrity and team work.

Overview

15
15
years of professional experience

Work History

APAC Customer Service Manager

Incora Malaysia Sdn Bhd
06.2023 - Current
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.

Regional Operation Manager

Hoolah Malaysia Sdn Bhd
05.2021 - 06.2023
  • Inbound leads/sales ops end-to-end management : manage inbound leads qualifications and conversions
  • Merchant omni-channel onboarding programs: Own the merchant onboarding program, act as a regional consultant for the merchant ops team, lead & further develop our merchant training programs to bring new merchants up to speed, continuously create, improve and implement business policies for the region, work to identify existing and potential problems in the region's operations process and implement plans to alleviate these challenges, support hoolah new market expansions
  • Merchant executives trainings: Act as a merchant consultant for merchant ops team, train and onboard new merchant executives in new markets, continuously gathering feedback and data to support merchant operation improvements, maintain and update the merchant onboarding operation manual and the operating standards for each market, provide trainings for merchant executives to ensure that every merchant executive from each market is clear on expectations and merchant onboarding procedures
  • Stakeholder management: Act as the point of contact and subject matter expert on merchant operations activities and reporting, provide insights to help shape the strategy of the business, collaborate and communicate regularly with other teams (e.g
  • CX, RSM, BD) to gather feedback and work on optimising the in-store experience
  • Merchant Advocate (Market / Retail Insights & Research) : Be the voice of merchants and share ideas and feedback on trends including competitor insights, consumer needs, sales, product and marketing information with the country merchant ops team as well as leadership teams
  • Special events support: Work as a regional coordinator for merchant in-store activities, such as new market launches and marketing campaigns (e.g
  • 11.11, Black Friday), partner with marketing & commercial teams to design the best in-store experience (e.g
  • Brand Ambassadors), putting end-consumers at its core, drive forward resource planning for key activities to ensure the successful delivery of all commercial initiatives
  • Process improvement: Collaborate with commercial teams (sales, relationship & marketing) to continue to design the strategic merchant onboarding process according to hoolah business guidelines: (goal-task-team-tool)
  • Execution: Work with all countries' merchant onboarding teams to execute ops pilot programs (e.g
  • Hoolah Brand Ambassador and hoolah booths) in each market and create meaningful operating documents adaptable to each local market context, drive continuous improvements through collecting information and feedback from merchants combined with analytics to suggest action and improvement plans (e.g
  • Merchant re-trainings), and scale up the best practice with all markets

Merchant Operation

Hoolah Malaysia Sdn Bhd
08.2020 - 04.2021
  • Build the instore merchant onboarding best practices and continuously refine over time; including onboarding training, QR code processes etc
  • Deliver a smooth onboarding process by working with sales, integration and account management
  • Conduct in-store merchant onboarding training sessions
  • Focus on the continuous improvement of merchant onboarding content, guidelines and operational process to further optimize business operations
  • Report and identify gaps or opportunities to improve the merchant onboarding process
  • Provide weekly reports on merchant onboarding status, pipeline and target go live dates
  • Work cross-functionally to support special events and promotion campaigns
  • Manage and coordinate hoolah Brand Ambassador programme
  • Support any other ad-hoc tasks as required

Business Development Manager

OYO Malaysia Sdn Bhd
12.2019 - 07.2020
  • Plan & oversee business development efforts for OYO in assigned areas / clusters with a goal to on-board high-quality budget hotels on to OYO network
  • Identify new hotels that meet OYO standards in terms of location, pricing, infrastructure quality, owner willingness etc
  • And pitch OYO s partnership proposal
  • Negotiate OYO s commercial agreement with interested hotels and sign-up rooms/partnerships
  • Strengthen relationship with existing hotel owners & other relevant stakeholders
  • Collaborate with other teams in OYO such as operations, marketing, pricing, customer support, finance etc
  • To ensure smooth functioning of hotels on day-to-day basis

Customer Service Manager

Lyreco Malaysia Sdn Bhd
12.2019 - 07.2020
  • Member of the Mid Management Team of the 2 subsidiaries (Lyreco Singapore & Lyreco Malaysia), participating on the strategy review on a monthly basis, follow up of the project implementations, define with the other managers the priorities of the company
  • Managing the Customer service team (10people) by implementing regular 1 to 1 in order to define the tasks / setting the goals /Following up and giving feedbacks to my staff
  • To ensure all Order Request Calls/Emails by 5:00pm are processed by CS Team in SAP system on the same day

Corporate Sales Executive

Lyreco Malaysia Sdn Bhd
07.2015 - 02.2018
  • Build strong relationship with customer
  • Support implementation of new won accounts
  • Maximize account penetration, increases account profitability
  • Researching and identifying sales opportunity, generating leads, target identification and classification
  • Reaching out to new/existing customers and making presentations or pitches outlining the benefits of product/ services
  • Understanding the client requirements and then customizing the product/ services as per their needs
  • Maintaining relationship with all potential and existing clients
  • Ensuring proper servicing and after sales support to clients
  • Data reporting to management and gathering market intelligence
  • Managing Corporate customer service, the SOP of the company, email replies

Customer Service Executive

Lyreco Malaysia Sdn Bhd
06.2015 - 06.2015
  • To deliver high level of professional communication with customer accordingly to Company guidelines
  • Assist customer in their inquiries by giving professional knowledge and service in order to achieve specified productivity and quality service standards
  • Answer incoming calls & attend to emails from customers in regarding of placing orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide accurate information
  • To process and maintain customers account and record accurately into the SAP system
  • To attend to and resolve queries/litigations from customers and sales people; and closely follow-up till closure of case
  • To receive and process orders from internal and external customers via telephone/fax/email and online ordering whenever necessary

Customer Service Officer

Citibank Singapore Pte Ltd
06.2011 - 06.2015
  • Attend calls direct from Singapore customers
  • Solve customers' credit card problems
  • Fill customers needs and request
  • Worked overtime
  • Ensure customer satisfaction by counseling and responding to customer enquiries on the phone
  • Provide direct marketing and sales support to field/distribution sales organization
  • Handle all sales inquiries over the phone or mail
  • Generate new business through outbound calls and follow up on incoming sales leads

Data Validation Clerk

Intersil Corporation Sdn Bhd
02.2010 - 06.2011
  • Support Data Validation function
  • From time to time special instructions will be provided by Intersil Services management to support the corporate goals and the administration of the office
  • Maintain revenue goals by quarter and year to date

Education

Bachelor of Arts (Hons) - Psychology

Wawasan Open University
Penang
07.2011 - 6 2017

Master - Business Administration And Management

Universiti Teknologi Malaysia
Johor
10.2020 - 7 2022

Skills

Microsoft Word

Accomplishments

  • Employee of the Quarter in Lyreco Q3 2018.
  • Lyreco Business School Student in 2016.
  • Integrated ISO 9001 & ISO 14001 Internal Auditor training in 2014.
  • Participated in M to M Total Customer Satisfaction program.
  • Participated in The Successful Leader program.

Interests

Books

Sports

History

Timeline

APAC Customer Service Manager

Incora Malaysia Sdn Bhd
06.2023 - Current

Regional Operation Manager

Hoolah Malaysia Sdn Bhd
05.2021 - 06.2023

Master - Business Administration And Management

Universiti Teknologi Malaysia
10.2020 - 7 2022

Merchant Operation

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
12.2019 - 07.2020

Corporate Sales Executive

Lyreco Malaysia Sdn Bhd
07.2015 - 02.2018

Customer Service Executive

Lyreco Malaysia Sdn Bhd
06.2015 - 06.2015

Bachelor of Arts (Hons) - Psychology

Wawasan Open University
07.2011 - 6 2017

Customer Service Officer

Citibank Singapore Pte Ltd
06.2011 - 06.2015

Data Validation Clerk

Intersil Corporation Sdn Bhd
02.2010 - 06.2011

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