SHWU FANG CHAI
B3803, J Dupion Residence, No. 1, Jalan Sembilang, Taman Tenaga,WP Kuala Lumpur
Summary
CAREER OBJECTIVE
To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
4
4
Languages
Work History
Workforce Real Time Analyst
Majorel Malaysia Sdn. Bhd
Kuala Lumpur, WP Kuala Lumpur
10.2019 - Current
- Produced daily productivity reports, adherence and schedule analysis to support management and internal career progression.
- Monitor associate real time schedule adherence; provide authorization for all unplanned activities and coordinate approved activities with management
- Created training materials for new joiners to provide information about attendance guidelines.
- Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level.
- Runs and analyzes reports with the result of making recommendations for adjusting staffing levels
- Real-time adherence monitoring and queues management.
- Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests
Subject Matter Expert
Majorel Malaysia Sdn. Bhd
Kuala Lumpur, WP Kuala Lumpur
06.2019 - 10.2019
- Resolve questions and escalate cases, be an active participant of a work-group for specialized knowledge
- Mentored junior employees to improve performance and customer service skills.
- Identify issue and report findings up to supervisors.
- Respond to internal inquiries for coaching assistance.
- Maintained current knowledge of all team position requirements.
- Developed new training programs such as soft-skill courses, language labs and provided ongoing training to staff.
Customer Service Specialist
Majorel Malaysia Sdn Bhd
Kuala Lumpur, WP Kuala Lumpur
10.2018 - 05.2019
- Handle pre and post reservation inquiries by phone and email.
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
- Act as a liaison between guests and hotel to arrange their request and resolve complaints.
- Manage relationships with hotels and account management support.
Content Moderator
Accenture Malaysia
Kuala Lumpur, WP Kuala Lumpur
01.2018 - 10.2018
- Managed content distribution to online channels and social media platforms.
- Review and investigate website content to preventing fraud and make sure the contents comply with local policies, regulations and culture
- Make decisions according to the defined Policies and Procedures.
- Identify improvement opportunities in workflow and suggest solutions acordingly
- Handle complaints and reports with respect to users and community.
Customer Service Professional
VADS Berhad
Kuala Lumpur, WP Kuala Lumpur
03.2016 - 01.2018
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Act as a customer advocate to resolve their issues by ascertaining urgency and sensitivity.
Finance Cum Admin Executive
Kim Hin Industry Bhd
Kuching, Sarawak
08.2015 - 03.2016
- Responsible to produce and submission of accurate analyst reports
- To handle daily accounting functions and monthly closing activities including preparation and processing of month end journals
- Create and update records and databases with personnel, financial and other data
- Monitor the day-to-day financial operations within the company, such as invoicing, stock, cash float and other transactions
- Responsible to monthly sales report, stocks delivery, monitor flow of documents
- Responsible for quotations, tax invoice and initiation of sales orders in SAP system.
- To undertake other assignments and related duties as and when required
Education
Bachelor of Arts - Economics
University Malaysia Sarawak
Kuching 09.2012 - 11.2015
High School Diploma -
SMK Tarat
Kuching 06.2009 - 12.2011
Skills
MS Office
Timeline
Workforce Real Time Analyst
Majorel Malaysia Sdn. Bhd
10.2019 - Current
Subject Matter Expert
Majorel Malaysia Sdn. Bhd
06.2019 - 10.2019
Customer Service Specialist
Majorel Malaysia Sdn Bhd
10.2018 - 05.2019
Content Moderator
Accenture Malaysia
01.2018 - 10.2018
Customer Service Professional
VADS Berhad
03.2016 - 01.2018
Finance Cum Admin Executive
Kim Hin Industry Bhd
08.2015 - 03.2016
Bachelor of Arts - Economics
University Malaysia Sarawak
09.2012 - 11.2015
High School Diploma -
SMK Tarat
06.2009 - 12.2011
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