Summary
Overview
Work History
Education
Skills
Timeline
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Shek Theng Tan

Kuala Lumpur,Setapak

Summary

Dynamic customer service leader with proven success at TDCX, adept at team leadership and issue escalation. Skilled in enhancing customer relationships and driving performance improvements. Recognized for effectively managing high-stakes complaints and delivering tailored solutions, ensuring customer satisfaction and operational excellence. Strong communicator with a focus on team development and results.

Overview

9
9
years of professional experience

Work History

Customer Service Executive to Team Leader

TDCX
Kuala Lumpur, Kuala Lumpur
05.2022 - Current
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Handling complaint case (especially for manager call back inquiry)
  • Mainly focus on mainland china, Taiwan, Hong Kong market - Report and Providing regular updates to higher management or client on team progress, achievements, and challenges
  • Leading and supervising a team (10 team member), including assigning tasks, setting goals, and ensuring deadlines are met.
  • We will work with QA team as well such as involving in Audit and evaluate agent's cases in order to make sure agent can maintain high performance every week.

Customer Service ( Service Recovery Team)

Webhelp APAC
01.2020 - 04.2022
  • Handling cases that is escalate by L1 agent and is related to heavy complaint such as cases has been reported to social media, police or any official Associate.
  • outbound call to customer to explained and understand the issue and provide appropriate solution
  • evaluate the cases report to manager when the cases is related to L1 internal team fault that needs to take immediately action and etc
  • Provide compensation and appropriate action to customer when there is necessary


Customer Service Executive

Mymagnificent Advisory Sdn Bhd
04.2018 - 12.2019
  • Handle customer complaint through social media especially wechat and email
  • liase with Merchant according to related case(customer issue)
  • Follow up customer's case and report to manager for problem discussion if necessary

Customer Service Executive

People Map Sdn Bhd (Hawooo)
01.2017 - 01.2018
  • Handing Customer request, complaint and take appropriate ways and action via Email/Messenger
  • Handling cases such as checking parcel status/returning parcel and etc
  • Complete task that assign by Manager
  • Listen to customer carefully and provide the best/proper suggestion in order to solve customer 's problem
  • Record and follow up customer's problem
  • Refer customers to managers or colleague who can help and always discuss and communicate with each other in order to solve every problem that we face.

Customer Service Executive

Aegis BPO Malaysia Sdn Bhd
06.2016 - 12.2017
  • Handing call from client or airport station as well as make outbound call to customer regarding flight itinerary/information and services that we can offer to customer.
  • Listen and respond to customer's needs and concerns as well as provide important information about product and service.
  • offer best solution to customer based on customer cases situation and company sop

Education

Bachelor of Hospitality And Tourism Management -

Tunku Abdul Rahman University College
Kuala Lumpur
04.2001 -

Skills

Customer Relationship Management

Issue Escalation

Team Leadership

Softskill

Problem Solving

Analysis Skill

Timeline

Customer Service Executive to Team Leader

TDCX
05.2022 - Current

Customer Service ( Service Recovery Team)

Webhelp APAC
01.2020 - 04.2022

Customer Service Executive

Mymagnificent Advisory Sdn Bhd
04.2018 - 12.2019

Customer Service Executive

People Map Sdn Bhd (Hawooo)
01.2017 - 01.2018

Customer Service Executive

Aegis BPO Malaysia Sdn Bhd
06.2016 - 12.2017

Bachelor of Hospitality And Tourism Management -

Tunku Abdul Rahman University College
04.2001 -

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Shek Theng Tan