Teoh Hung Jun

Responsibilities:

• Conducted email analysis and categorization into distinct labels, including Advertisements (Bulk, Spam) and Notifications (Phish, Good), with an additional category for Unknown emails.
• Utilized KeStudio tools to manage and assess 400-500 emails daily, consistently meeting Microsoft client KPIs and accuracy requirements of 90%.
• Verified email domains using WHOIS tools to ensure legitimacy and proper categorization.
• Documented daily tasks and performance metrics using Excel, submitting detailed reports to the team leader for review.
• Collaborated with the team to enhance AI filter quality, significantly improving the company's email classification systems and accuracy rates.
• Adapted to rotating shifts based on client schedules and top management requirements, maintaining smooth workflow and productivity.
• Developed custom data models to predict trends and identify key insights.
• Supported management by providing clear, actionable insights from complex datasets, aiding in informed decision-making.
• Produced monthly reports using advanced Excel spreadsheet functions.
• Used statistical methods to analyze data and generate useful business reports.
• Improved decision-making processes with accurate data analysis and visualization techniques.

Experience:

• Utilized KeStudio to filter and enhance the quality and quantity of AI stimulation, increasing accuracy and efficiency to improve the quality standard consistently.
• Used Excel to record daily tasks and questions to understand past incorrect email labeling.
• Coached new hires to ensure they followed policies and met client quality standards.
• Analyzed team weaknesses and strengths, reporting to top management for improvements in team management.

Responsibilities:

• Initiated outbound calls to reach potential customers listed as top performers on the TikTok Shop platform, ensuring proactive engagement and assistance.
• Prioritized customer satisfaction by addressing inquiries, concerns, and issues promptly and effectively, striving to provide the best solutions and maintain positive relationships.
• Educated sellers about shop violations and provided suggestions for improvement, ensuring compliance with TikTok Shop platform policies and guidelines.
• Stayed updated on platform policies and terms of condition, communicating changes to sellers and explaining their implications to ensure adherence.
• Monitored the performance of seller shops on the TikTok Shop platform, analyzing metrics and trends to ensure optimal performance and maintain their position in the top listings.

Achievements:

• Successfully engaged with potential customers, contributing to increased customer satisfaction and retention.
• Proactively addressed seller inquiries and concerns, fostering positive relationships and enhancing seller trust and loyalty.
• Educated sellers on policy compliance, resulting in improved shop performance and reduced violations.
• Ensured timely updates and adherence to platform policies, mitigating risks and maintaining a healthy seller ecosystem on the TikTok Shop platform.

Skills Developed:

• Outbound calling and customer outreach
• Conflict resolution and problem-solving
• Policy education and enforcement
• Performance monitoring and analysis
• Effective communication and relationship-building
• Adaptability and flexibility in a dynamic environment
• Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
• Enhanced team collaboration, sharing best practices and working together to resolve complex issues.

Responsibilities:

• Managed the creation and maintenance of accounts for major clients, including industry leaders such as Intel, Dell, and Jabil, using the CMD Request Management Tool.
• Utilized Master Data Management (MDM) tools to ensure smooth account creation and address setup, enhancing user experience and functionality access.
• Conducted continuous account monitoring to swiftly identify and resolve system issues, ensuring uninterrupted service for clients.
• Oversaw the synchronization of data to Oracle and Salesforce platforms, facilitating seamless transactions and business operations with Keysight Technologies.
• Managed and maintained client data, including relationships, contacts, tax details, and other critical information, ensuring accuracy and compliance.
• Specialized in Sales Channel management, monitoring agreement numbers to support partnerships with potential clients.
• Ensured strict adherence to company policies, regulations, and country laws through regular restriction screenings and policy compliance checks.

Achievements:

• Successfully onboarded and managed accounts for a diverse client portfolio, enhancing client satisfaction and retention.
• Implemented efficient strategies for account creation and management, significantly reducing turnaround times and boosting productivity.
• Maintained high data integrity through meticulous client information management, minimizing errors and discrepancies.
• Played a key role in enabling seamless data flow to Oracle and Salesforce, ensuring effective and efficient client transactions.

Experiences:

• Utilized the Python platform to clean up duplicate customer data, processing over 10,000 records efficiently.
• Provided training sessions to coach new colleagues on utilizing daily task tools such as RMT, MDM, Salesforce, Siebel, Outlook, and other platforms.
• Managed all hardware technical issues and IT equipment for all team members.
• Led team-building activities, organizing events to foster team cohesion.
• Applied the SMART concept to manage self-learning and self-improvement.
• Utilized Excel formulas such as VLOOKUP, COUNTIF, Pivot Table, and Filter to manage customer data effectively.

Responsibilities:

• Collaborated with senior colleagues to create and manage cases in Salesforce, ensuring precise documentation of customer inquiries and technical issues.
• Verified part numbers and serial numbers using Siebel system software, ensuring accurate identification of components and equipment.
• Communicated technical issues to the Technical Support teams, providing detailed case information to aid in prompt resolution.
• Coordinated the return and replacement of faulty devices for customers, minimizing downtime and ensuring efficient handling.

Achievements:

• Contributed to improved response times and customer satisfaction through efficient case management.
• Played a key role in reducing errors by accurately verifying part and serial numbers.
• Enhanced communication between departments, leading to quicker resolution of technical issues and improved customer support.
• Streamlined the spare device return process, ensuring prompt replacements and minimizing operational disruptions for customers.

Skills Developed:

• Case management with Salesforce
• Part and serial number verification using Siebel
• Technical issue identification and communication
• Coordination of logistics for spare device returns
• Attention to detail in documentation and verification
• Collaboration within a technical support environment