Xin Yee Lee
Malaysia
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Assistant Manager
Green Tree Catering Limited (Yum Cha Restaurant & Master Bao)
Mount Wellington
01.2023 - 10.2024
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Delegated daily tasks to team members to optimize group productivity.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Restaurant Manager
Treasure Kitchen
Auckland
09.2022 - 01.2023
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Resolved and investigated complaints regarding service, food quality and accommodations.
- Managed daily operations and processes for reservations, budgeting and forecasting.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Trained new employees to perform duties.
- Supervised activities of dining room staff to maintain service levels and support guest needs.
- Complied with health, sanitation and liquor regulations by clearly communicating and reinforcing standards and procedures to employees.
Butler (Command Center）
MGM Macau
Macau
08.2019 - 06.2022
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Worked closely with team members to deliver guest‘s requirements, develop solutions and meet deadlines.
- Answered phone with positive attitude and asked questions to better understand customer needs.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets.
- Tracked down sources of special products and services to meet customers' special needs.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Analyzed customer activity to promote safe and secure environment.
Customer Service Specialist
Shangri-La Hotel Sdn.Bhd
Malaysia
05.2017 - 04.2019
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Explained benefits, features and recommendations to maximize client retention.
- Improved customer service wait times to mitigate complaints.
- Audited customer account information to identify issues and develop solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered inbound calls and emails to facilitate customer service.
Customer Service Agent
Sutherland Global Service
Malaysia
12.2016 - 03.2017
- Helped clients navigate online systems within established frameworks to obtain services.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Answered incoming telephone calls to provide store, products, and services information.
- Answered inbound calls, chats and emails to facilitate customer service.
Customer Service Representative
SRG Asia Pacific Sdn Bhd
Malaysia
03.2016 - 12.2016
- Answered incoming telephone calls to provide store, products, and services information.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Consulted with customers to resolve service and billing issues.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Reviewed account and service histories to identify trends and resolve issues.
Cashier
Family store
Malaysia
03.2015 - 12.2015
- Operated cash register, collected payments, and provided accurate change.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
- Helped customers find specific products, answered questions and offered product advice.
- Worked closely with front-end staff to assist customers.
- Wrapped items and bagged purchases properly to prevent merchandise breakage.
Education
High School Diploma -
Chung Hua High School
Malaysia2014
Skills
- Activity Planning
- Customer Service
- Administrative Support
- Interviewing Clients
- Teamwork and Collaboration
- Information Confidentiality
- Oral Communication
- Call Center Operations
- Verbal and Written Communication
- CRM Software
- Multitasking and Prioritization
- Calm and Professional Under Pressure
- MS Office
- Inbound and Outbound Calling
- Computer Skills
Languages
English, Chinese (Mandarin), Chinese (Cantonese), Malay
First Language
English
Upper Intermediate
B2
Chinese (Mandarin)
Proficient
C2
Chinese (Cantonese)
Proficient
C2
Malay
Advanced
C1
Certification
- Liquor Controller Qualification - 2023
- IELTS - 2023
- PTE - 2024
Timeline
Assistant Manager
Green Tree Catering Limited (Yum Cha Restaurant & Master Bao)
01.2023 - 10.2024
Restaurant Manager
Treasure Kitchen
09.2022 - 01.2023
Butler (Command Center）
MGM Macau
08.2019 - 06.2022
Customer Service Specialist
Shangri-La Hotel Sdn.Bhd
05.2017 - 04.2019
Customer Service Agent
Sutherland Global Service
12.2016 - 03.2017
Customer Service Representative
SRG Asia Pacific Sdn Bhd
03.2016 - 12.2016
Cashier
Family store
03.2015 - 12.2015
High School Diploma -
Chung Hua High School
- Liquor Controller Qualification - 2023
- IELTS - 2023
- PTE - 2024
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