Summary
Overview
Work History
Education
Skills
References
Accomplishments
Timeline
Generic
Siew Chiun Lee

Siew Chiun Lee

Customer Service Operations Specialist
Kuala Lumpur

Summary

Bilingual, award-winning customer service professional recognized for exceptional written and oral communication skills. Proven expertise in effectively resolving customer complaints and fostering conflict resolution to ensure a positive client experience. Committed to delivering high-quality support and enhancing customer satisfaction through proactive problem-solving and attentive service. Dedicated team player with a passion for creating lasting relationships and driving organizational success.

Overview

10
10
years of professional experience
4
4
Languages

Work History

Senior Agent, Customer Service

OKG Technology
10.2024 - Current
  • Provide comprehensive assistance to clients by addressing inquiries via live chat and email.
  • Ensure seamless frontline operations by promptly identifying and reporting any discrepancies or potential risks to management.
  • Stay well-informed about the Company’s products and market trends while promptly managing client inquiries and complaints.
  • Demonstrate a strong ability to accurately identify customer needs, translating them into actionable feedback and appropriate solutions for management consideration.

Operations Officer

EBC Finance SDN. BHD.
05.2024 - 10.2024
  • Review and verify KYC documents, and investigate on noticeable red-flags signal.
  • Perform background check on high risk customers to prevent fraudulent activities.
  • Setup, manage, and maintain Introducing Broker’s account.
  • Maintain and update existing Knowledge Base (known as Workflow) with up-to-date navigation details.
  • To assist with Dealer’s inquiries.

Crisis Management Specialist

TDCX Malaysia
02.2019 - 05.2024
  • Reviews and analyses complex situations, pattern of fraudulent and suspicious trends
  • Comprehensively documents investigations and maintain high level of confidentiality while performing investigation.
  • Provide resolutions to mitigate and prevent illegal activities
  • Ensure community safety, prevent further losses by banishing bad actor when necessarily.

Senior Customer Service Associate

Convergys
05.2017 - 02.2019
  • Facebook Advertising Project
  • Provides adequate support for user’s queries, including Account Creation, Billing Inquiry, Payment & Taxation Support, as well as Advertising Support.
  • Perform troubleshooting and provide alternative resolution to ensure user’s business plan is running smoothly.

Senior Executive (SME)

Aegis BPO Malaysia Sdn Bhd
11.2015 - 05.2017
  • Conduct thorough investigation for hotel lodging issue.
  • Execute emergency response plans to address the challenges.

Quality Analyst (QA)

06.2016 - 10.2016
  • Provide guidance to sharpen agent’s knowledge and communication skills.
  • Perform live data analysis, identify root-cause and implement improvement plan for agents to improve their performance.

Travel Agent Consultant (CS)

11.2015 - 06.2016
  • Answer calls, provides information and assist traveler for any issue arise.
  • Assists traveler for flight and hotel reservation inquiries.

Education

Bachelor of Economics - Natural Resources

University Malaysia
Terengganu, Malaysia
01.2015

Skills

  • Communication Skills

  • Investigation

  • Conflict Resolution

  • Troubleshooting (Problem Solving)

  • Data Analysis

  • Team collaboration

References

  • Saktti Vaell, Opts Team Leads, saktti.vaell@okg.com, 014-6965612, OKG Technology.
  • Michael Wang, Assistance Manager, hotmailisok@hotmail.com, 018-2220968, TDCX Malaysia

Accomplishments

  • Awarded the MVP for 2023 in recognition of outstanding performance, dedication, and significant contributions to team success. - TDCX Malaysia
  • Recognized as MVP of the Month for March 2025 for exceptional performance and contributions. - OKG Technology

Timeline

Senior Agent, Customer Service

OKG Technology
10.2024 - Current

Operations Officer

EBC Finance SDN. BHD.
05.2024 - 10.2024

Crisis Management Specialist

TDCX Malaysia
02.2019 - 05.2024

Senior Customer Service Associate

Convergys
05.2017 - 02.2019

Quality Analyst (QA)

06.2016 - 10.2016

Senior Executive (SME)

Aegis BPO Malaysia Sdn Bhd
11.2015 - 05.2017

Travel Agent Consultant (CS)

11.2015 - 06.2016

Bachelor of Economics - Natural Resources

University Malaysia

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Siew Chiun LeeCustomer Service Operations Specialist