Tan Hooi Shan
Customer Service Representative
Petaling Jaya,SL
Summary
Dynamic and motivated professional seeking opportunities in a challenging, fast-paced environment that promotes growth and development. Possesses a strong foundation in office administration, with expertise in optimizing organizational efficiency, managing communications, and coordinating schedules to ensure seamless operations. Eager to embrace new challenges that foster professional advancement while prioritizing team collaboration and delivering impactful results. Committed to supporting colleagues and cultivating a positive work atmosphere, with adaptability to changing needs recognized as a key strength.
Overview
18
18
years of professional experience
Work History
Customer Care Senior Support Office Representative (Mandarin Speaker)
Givaudan Business Solutions Asia Pacific Sdn Bhd
Petaling Jaya, Selangor
11.2019 - 05.2023
- Customer care support: receiving and entering orders into SAP, respecting order entry procedures and prioritizing.
- Encourage and liaise: part of a great customer care process is to ensure careful execution of requests.
- Maintain a high level of customer satisfaction by meeting established performance goals.
- Paying attention to shipping dates, label, packaging and stock holding according to customer requirements.
- Enhancement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification.
- Maintain accurate records of customer interactions and transactions, and ensure that all customer data is kept confidential and secure.
- You will improve on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification.
- Monitor billing process and work with partner to ensure invoice are generated.
- Collaborate with other departments to resolve customer issues, and escalate issues to management.
Executive, Customer Services (Healthcare)
DKSH Malaysia Sdn Bhd
Petaling Jaya, Selangor
07.2019 - 10.2019
- To provide customer service support by obtaining, verifying and processing client price / bonus maintenance and customer purchase orders timely.
- To deliver excellent customer service through fast and accurate processing of orders, communication and coordinating with other departments to resolve customer enquiry or complaints.
Supervisor, Customer Services (Healthcare)
DKSH Malaysia Sdn Bhd
Petaling Jaya, Selangor
04.2016 - 06.2019
- To ensure sufficient manpower for better optimization and cost effectiveness.
- To lead coach and motivate team members.
- To achieve department's objective and address gaps and ensure continuous improvement, full support Customer Service manager in the smooth running of DKSH operations.
Specialist, Customer Services (Healthcare)
DKSH Malaysia Sdn Bhd
Petaling Jaya, Selangor
09.2013 - 03.2016
- To provide customer service support by obtaining, verifying and processing customer purchase orders timely and meeting zero-base targets.
- To deliver excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve customer enquiry or complaints.
Formal Outbound Telesales Agent
Chartis Malaysia
11.2009 - 01.2010
Formal Outbound Telesales Agent
Astro on Demand
06.2009 - 11.2009
Part time sales
The Store
01.2005 - 01.2006
Education
Diploma in Business Studies - Accounting
Tunku Abdul Rahman College
Kampar, Perak, Malaysia 04.2001 -
Certificate in Business Studies - Accounting
Tunku Abdul Rahman College
Kampar, Perak, Malaysia 04.2001 -
Certificate in Business Studies - Office Administration
Tunku Abdul Rahman College
Kampar, Perak, Malaysia 04.2001 -
SPM & PMR -
Sekolah Menengah Kebangsaan Seri Bedena
Sungai Besar, Selangor, Malaysia 04.2001 -
Skills
- Customer Service Excellence – 10 years of experience delivering responsive and professional support in healthcare and FMCG industries
- Order Processing & Data Management – Skilled in SAP and CRM systems for accurate order entry, billing, and customer records
- Microsoft Office Proficiency – Advanced knowledge of Excel, Word, and PowerPoint for reporting and documentation
- Process Improvement – Experienced in enhancing workflows, SOPs, and documentation for efficiency and standardization
- Team Leadership – Proven ability to supervise, coach, and motivate team members to achieve service targets
- Problem Solving & Coordination – Strong collaboration with internal departments to resolve customer issues promptly
- Multilingual Communication – Fluent in Mandarin and English, supporting diverse client needs across the Asia-Pacific region
- Attention to Detail – High accuracy in data entry, invoice tracking, and compliance with customer-specific requirements
- Positive Attitude & Professionalism – Known for maintaining a positive, solution-focused approach under pressure
- Strong Organizational Skills – Capable of managing multiple priorities and meeting performance goals consistently
Profiles
- Date of Birth : 2 Sept 1989
- Gender : Female
- Nationality : Malaysian
- Race: Chinese
LinkedIn: http://linkedin.com/in/shanths89
Timeline
Customer Care Senior Support Office Representative (Mandarin Speaker)
Givaudan Business Solutions Asia Pacific Sdn Bhd
11.2019 - 05.2023
Executive, Customer Services (Healthcare)
DKSH Malaysia Sdn Bhd
07.2019 - 10.2019
Supervisor, Customer Services (Healthcare)
DKSH Malaysia Sdn Bhd
04.2016 - 06.2019
Specialist, Customer Services (Healthcare)
DKSH Malaysia Sdn Bhd
09.2013 - 03.2016
Formal Outbound Telesales Agent
Chartis Malaysia
11.2009 - 01.2010
Formal Outbound Telesales Agent
Astro on Demand
06.2009 - 11.2009
Part time sales
The Store
01.2005 - 01.2006
Diploma in Business Studies - Accounting
Tunku Abdul Rahman College
04.2001 -
Certificate in Business Studies - Accounting
Tunku Abdul Rahman College
04.2001 -
Certificate in Business Studies - Office Administration
Tunku Abdul Rahman College
04.2001 -
SPM & PMR -
Sekolah Menengah Kebangsaan Seri Bedena
04.2001 -
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