Thum Ying Chee, Kevin
Kuala Lumpur,
Summary
Experienced Customer Service Manager with expertise in manpower scheduling and customer satisfaction enhancement at QES Mechatronics Sdn. Bhd. Skilled in leading project management and technical support initiatives, fostering team achievements. Proven track record in building customer loyalty and effectively balancing customer, employee, and company goals.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service Manager
QES Mechatronics Sdn.Bhd
Kuala Lumpur
01.2021 - Current
- Oversaw scheduling and completion of service tasks to ensure timely delivery.
- Played a key role in implementing company-wide CMMS (Service SAP) systems.
- Led recruitment and training efforts, enhancing team performance and efficiency.
- Developed and optimized service operations to consistently meet sales targets.
- Involved in project management planning to ensure machines can be produced and delivered within the timeline.
- Set and monitored SLAs and KPIs to achieve department targets.
- Delegated work and priorities based on staff strengths to maintain highly productive operations.
- Supported other subsidiaries, other locations, with escalated customer issues, and incident reports.
- Drove operational, performance, and financial targets within the customer service team to improve service delivery.
- Developed policies and procedures for the overall effectiveness of existing customer service policies and procedures, and recommended changes as necessary.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Resolved escalated customer issues, improving satisfaction and retention.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
Assistant Service Manager
QES (Asia-Pacific) Sdn Bhd
Kuala Lumpur
01.2019 - 12.2021
- Responsible for creating a planned schedule and overseeing the adherence to and timely completion of work carried out.
- Kept the department running efficiently and effectively by implementing enhanced policies and procedures when required.
- Led daily operations to achieve key business objectives.
- Increase the site operational effectiveness, improve project delivery, mean time between failure and downtime reduction, and manage and implement improvement plans, driving Key Performance Indicators (KPIs), ensuring that health and safety are uncompromised.
- Set department objectives, KPIs, and review and assess the ongoing performance of direct reports.
- Monitor the completion of tasks, ensure good performance, and record on appropriate systems.
- Develop and maintain strong relationships with internal and external stakeholders to ensure optimal performance.
- Liaise and communicate with other departments, customers, suppliers, and other service providers.
- Maintained excellent customer service by promptly following up on complaints and requests.
Business Analyst
HP Malaysia
Petaling Jaya
02.2015 - 10.2015
- Responsible for end-to-end User Acceptance Testing of the functional requirements within the HP system and business processes
- Documented UAT test cases/scenarios (user stories) and integrate deliverables into business workflows
- Draft and maintain business requirements and aligning with technical and functional requirements
- Liaise between business and technical personnel to ensure a mutual understanding of processes and applications
- Involved and successfully completed the migration project for HP separation to HPI & HPE
- Actively participated / arranged with number of iterations between team and end users on domain related tasks
Area Field Supervisor
Siemens Malaysia Sdn Bhd
Petaling Jaya
08.2008 - 09.2014
- Directly leading, mentoring and coordinating engineers on repairs, scheduling of periodic preventive maintenance within territory (Sabah & Sarawak)
- Assisted the PM in developing detailed project work plans using MS Project 2010, coordinated project activities and identified resources needed to complete project tasks
- Hosted weekly project status meetings and provided the project reports to the project stakeholders
- Responsible for driving key performance metrics for engineers and maintaining a high level of service to clients
- Actively involved in Global System updates, meetings and necessary upgrades and ensuring all instrument databases are done within global guidelines and time frame
- Produced monthly project forecast to ensure defined scope was delivered and managed to timelines and budget; communicated project status to management and project stake holders
- Improved territory technical support with courtesy visits to customers, and supplied sales leads for maintenance and engineering services
- Assisted in hiring, training, support and staff retention
- Assisted in training and supervision of less trained staff in company processes and procedures
- Gave regular progress updates on projects to internal clients
- Partnered across departments to set clerical schedules and determine resource requirements for special projects
Field Service Engineer
Dade Behring Asia Pte Ltd
Petaling Jaya
02.2000 - 07.2008
- Responsible for maintaining medical analyzers within the assigned database accounts in Malaysia (Central Region & East Malaysia)
- Performed onsite installation, modification and maintenance of systems and equipment to examine functionality and performance
- Scheduling PMs, global upgrades and repairs
- Performed installations and upgrades, installed patches to fix software glitches, overnight, insuring minimal interruption to client business and service
- Extensively utilized Job Progress Log to record and track issues
- Mentor for new/less experienced FSE
- Maintain coordination with customers regarding escalated technical problems
- Escalate unresolved problem to technical support level 3/ global support
- Follow-up with guidelines as advised by global support team on the related issues
- Follow-up closely on problems until resolved
Education
Master of Business Administration - Business Administration, Project Management
University of Southern Queensland
Australia01.2014
Advanced Diploma - Electronics & Communications Engineering
Charles Darwin University, Tafe College
Negeri Sembilan, Malaysia01.1999
Skills
- Service Level Agreements (SLAs) Management
- Key Performance Indicators (KPIs) Analysis
- Cross-Functional Team Collaboration
- CRM Software Utilization
- Technical Problem Resolution
- Project Management
Certification
PMP certification, In progress
Accomplishments
- Part of the company's core team to set up new CRM software for logistics and service at QES Mechatronics Sdn Bhd streamlined all processes to follow the goals and requirements of the company, successfully running live within the expected period throughout the service organization
- Completed three projects in ST Micro earlier by two weeks for each project at QES (Asia-Pacific) Sdn Bhd, resulting in a reduction of project costs by MYR25,000 to MYR30,000
- Advanced from Assistant Service Manager to Service Manager quickly as a result of service revenue, P&L achievements
- Increased first-time fix rate for the service team from 70% to 80% at Siemens Malaysia by properly scheduling skilled engineers to go for the job
Languages
- English, Fluent
- Malay, Fluent
- Chinese/Mandarin, Fluent
References
References available upon request.
Timeline
Customer Service Manager
QES Mechatronics Sdn.Bhd
01.2021 - Current
Assistant Service Manager
QES (Asia-Pacific) Sdn Bhd
01.2019 - 12.2021
Business Analyst
HP Malaysia
02.2015 - 10.2015
Area Field Supervisor
Siemens Malaysia Sdn Bhd
08.2008 - 09.2014
Field Service Engineer
Dade Behring Asia Pte Ltd
02.2000 - 07.2008
Master of Business Administration - Business Administration, Project Management
University of Southern Queensland
Advanced Diploma - Electronics & Communications Engineering
Charles Darwin University, Tafe College
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