Summary
Overview
Work History
Education
Skills
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Timeline
Generic

SEW WAI CHUN

Kuala Lumpur

Summary

Flexible hard worker ready to learn and contribute to team success. Goal-driven service manager offering several years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Multi-talented service manager successful at handling customer issues quickly. Demonstrated record of developing successful store-wide policies to promote customer engagement and reduce issues. Bringing several years of progressive experience. Personable Service Manager driving process optimization and business profitability on continuous basis. Accomplished in leading by example and enabling employees to achieve personal and professional best. Understands, keeps abreast of and complies with federal, state, and local regulations that affect service operations. Methodical service manager offering several years of experience tracking inventory, processing new orders and appropriately delegating tasks. Thorough and customer-oriented professional focused on providing customized service to customers and facilitating highest quality of support. Motivated Service Manager knowledgeable about mechanical service needs. Expert in operating vehicles, purchasing parts and satisfying customers. Driven to maintain reputation of excellence by keeping service operations cost-effective, speedy and high-quality. Highly skilled Service Manager with relevant background in leading customer-focused teams and implementing effective service strategies. Strong managerial capabilities, including team leadership, problem-solving skills, and a keen ability to multitask under pressure. Demonstrated success in improving customer satisfaction levels, streamlining operations, and fostering positive work environments. Results-driven Service Manager known for exceptional productivity and efficient task completion. Specialize in customer relationship management, operational leadership, and process optimization to enhance service delivery. Excel in communication, problem-solving, and team collaboration, ensuring smooth operations and high customer satisfaction levels. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Strategic leader in management field known for high productivity and efficient task completion. Possess specialized skills in operational strategy, team leadership, and conflict resolution. Excel in communication, adaptability, and problem-solving to achieve organizational goals. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

16
16
years of professional experience

Work History

Service Manager

Best Contact (M) Sdn Bhd
Kuala Lumpur
07.2008 - Current
  • Managed service staff to ensure customer satisfaction and compliance with company policies.
  • Responsible to assure service team is providing the best service to the customer.
  • Make sure the service team achieves 95% customer satisfaction.
  • Planning and arranging strategy to increase service revenue year by year. Manage a service team to make sure all breakdown and preventive maintenance service and call attendance is on time.
  • Managing up to 8 service engineers in a team, encouraged teamwork spirit.
  • Responsible in after-sales service, such as installation, preventive maintenance service, and attending breakdown call. Able to work effectively with different personalities and behaviors. Supervising and coordinating the activities of personnel, subcontractors, principals, and vendors.
  • Coordinating with more than 5 principals such as Hitachi, GE, Arjo, Ziehm, Carestream, and Philips.
  • Responsible for service revenue generation, and also encouraging repeat business. Achieve a 15% increase in service sales revenue over the next 3 years.
  • Implementation of standards and regulatory compliance matters related to ISO 9001 & 13485, GDPMD, Medical Device Act (Act 737), Medical Device Regulations 2012, and Atomic Energy Licensing Act (Act 304) in Malaysia.
  • Working closely with customer and supplier. Able to work under pressure and as part of a team.
  • A well-presented, highly personable individual with an ability to work independently in a changing and multitasking environment with numerous and competing deadlines. Having a strong customer service orientation and delivery focus, and an active commitment to continuous improvement and quality standards. Excellent communication skills and comfortable working in a fast-paced, hands-on, growth-oriented work environment.
  • Provide user and technical training to customers. Obtained RPO (Radiation Protection Officer) certificate and became RPS in current company from 2014.
    Provide user and technical training to customers. Obtained RPO (Radiation Protection Officer) certificate and became RPS in current company from 2014.
  • Developed and maintained relationships with customers, vendors, and suppliers.
  • Monitored service performance metrics to identify areas of improvement.
  • Resolved customer complaints in a timely manner.
  • Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
  • Created detailed reports on service activities for senior management review.
  • Identified opportunities to increase efficiency through automation or process re-engineering.
  • Trained new employees on the use of customer relationship management software systems.
  • Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
  • Analyzed existing processes for potential cost savings initiatives.
  • Maintained accurate records of all service requests, including resolution times and costs incurred.
  • Provided technical support for hardware and software issues experienced by customers.
  • Coordinated with other departments within the organization to ensure seamless delivery of services.
  • Ensured compliance with applicable laws and regulations related to services provided.
  • Developed strategies for improving customer experience through enhanced product features or improved processes.
  • Created standard operating procedures for all service functions.
  • Managed inventory levels of parts necessary for servicing customers' needs.
  • Performed root cause analysis on recurring problems encountered by customers.
  • Reviewed customer billing statements for accuracy prior to release.
  • Assisted in the development of marketing campaigns targeted at increasing sales opportunities from existing clients.
  • Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
  • Collaborated with customers to offer solutions to service needs.
  • Adhered to customer service standards to foster satisfaction and retention.
  • Reviewed inventory levels and ordered supplies to keep products in stock.
  • Prioritized and delegated daily work tasks to meet anticipated project goals.
  • Hired and trained service department staff to drive performance.
  • Created employee work schedules to keep shifts properly staffed.
  • Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
  • Motivated and supported employees to maintain low turnover.
  • Pitched in to complete various duties during peak periods or employee absences.
  • Created written estimates and obtained customer consent to proceed.
  • Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
  • Monitored employee performance through key metrics analysis.
  • Guided department employees on changes from management.
  • Addressed customer questions and concerns regarding products and services.
  • Coordinated with sales and marketing teams to develop service offers and promotions.
  • Prepared and managed the service department budget, optimizing expenses to increase profitability.
  • Led the recruitment and hiring process for new service department staff.
  • Monitored and analyzed service metrics to identify trends and areas for improvement.
  • Maintained inventory of parts and supplies, ensuring availability for service tasks.
  • Handled customer complaints and resolved issues promptly to maintain positive relationships.
  • Updated and maintained service records and documentation for compliance and quality assurance.
  • Implemented customer feedback mechanisms to gather insights and improve service offerings.
  • Developed and implemented service protocols to enhance operational efficiency.
  • Coordinated staff schedules to ensure adequate coverage during peak hours.
  • Established key performance indicators (KPIs) for the service team to measure success and productivity.
  • Managed team of technicians to ensure high-quality service delivery and customer satisfaction.
  • Established and enforced safety protocols to ensure a safe working environment for all employees.
  • Conducted regular training sessions for staff on new technologies and customer service best practices.
  • Utilized technology to streamline service operations and improve customer experience.
  • Coordinated with the warranty department to process claims and provide customer support.
  • Oversaw daily operations of the service department, including scheduling and workflow management.
  • Represented the service department in executive meetings, providing reports and insights on performance and initiatives.
  • Analyzed competitive offerings to ensure the service department remained competitive.
  • Facilitated communication between the service department and other company divisions.
  • Delegated work to staff, setting priorities and goals.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Recruited and trained new employees to meet job requirements.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Assigned work and monitored performance of project personnel.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Analyzed business performance data and forecasted business results for upper management.
  • Produced thorough, accurate and timely reports of project activities.
  • Proposed or approved modifications to project plans.
  • Created and managed budgets for travel, training, and team-building activities.
  • Implemented quality control measures to uphold company standards.

Education

MBA - Marketing

UPM
KUALA LUMPUR
09-2014

Bachelor of Science - Electrical Engineering

UTAR
KUALA LUMPUR
08-2008

Skills

  • Strategic business planning

To achieve service target from Year 2018 onwards

  • Inventory Management

For service spare part

  • Productivity monitoring

Monitor up to 8 service engineers dairy job

  • Budget Control

To help company to save cost on Capex and Opex

  • Workplace Safety

To Make sure engineer are follow Radiation safety rules and risk for MRI and dairy routine job

  • Relationship Building

For All the entire customer and principal

  • Employee Training and Development

For current Staff

  • New Employee Hiring
  • Training attended

1 Year 2009: Carestream CR service training

2 Year 2020: Hitachi Ultrasound and Permanent MRI (Airis Vento and Aperto) service training

3 Year 2011: Carestream DRX Evolution Service Training

4 Year 2011: MOSTI RPO certificate (Sales)

5 Year 2011: RPS as Best Contact (M) Sdn Bhd

6 Year 2011: Hitachi CT Scan Eclos Service Training

7 Year 2013: Hitachi CT Scan Scenaria Service Training

8 Year 2014: ZiehmCarm Basic and Advanced Service Training

9 Year 2015: Carestream/Philips PACS Service Training

10: Year 2017: GDPMD Training, GE BMD Service Training

11 Year 2018: Arjo patient bed, flusher service training

12 Year 2018: Carestream DRX 1, Digital X-ray Ascend Service Training

13 Year 2018: Hitachi Superconductive Magnet Echelon Smart Service Training

14 Year 2018: GE Ultrasound Abus, and Basic and Advance series service training

15 Year 2019: Hitachi CT Scan Supria Service Training

16 Year 2019: Ziehm Advance RFD 3D and Ziehm 8000 service training

17 Year 2020: Awareness Training on Corporate Liability

18 Year 2020: MDA Compulsory Competency Module Training

19 Year 2020: Radiation Safety Awareness Course Training

20 Year 2021: Carestream DRX Compass Service Training

21 Year 2021: ISO 13485:2016 Awareness Training

22 Year 2021: ISO 14971:2019 Risk Management for Medical Devices: Requirements, Training Course

23: Year 2022: Radiation Safety Refresher Course

24: Year 2022: Radiation Safety Practices for the RPO Course

25: Year 2022: Introduction Series ISO 13485: 2016

26: Year 2023: STELIE Table Service Training

27: Year 2023: Fujifilm FDR, CR, Printer Service Training

28: Year 2023: Radiation Safety Practices for RPO Course

29 Year 2024: Ziehm Basic and Advanced Carm Training

30: Year 2024: Innocare, InnoCare, YuShan, Retrofit Training

Languages

English
First Language
Chinese (Mandarin)
Upper Intermediate (B2)
B2
Chinese (Cantonese)
Advanced (C1)
C1
Malay
Advanced (C1)
C1

Timeline

Service Manager

Best Contact (M) Sdn Bhd
07.2008 - Current

MBA - Marketing

UPM

Bachelor of Science - Electrical Engineering

UTAR
SEW WAI CHUN