Winston Yap
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Customer Service Representative
Steve World Consultant Sdn Bhd
Mont Kiara
01.2022 - Current
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Cross-trained and backed up other customer service managers.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Developed and updated databases to handle customer data.
Customer Service
Aegis BPO Sdn Bhd
Ara Damansara
05.2018 - 12.2019
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Tracked customer service cases and updated service software with customer information.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Implemented and developed customer service training processes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
Casualty and Property Agent
FullHome Properties Sdn Bhd
Menjalara
08.2016 - 04.2018
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
- Developed strong referral network in community to raise awareness and increase sales opportunities.
- Generated quotes and proposals for clients to match individual needs.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Generated leads through cold-calling, networking and other outreach methods.
- Coordinated appointments to show marketed properties.
- Negotiated between buyers and sellers of properties with efficiency and transparency to maximize profits and maintain satisfaction of clients.
- Compared, researched and appraised properties.
- Sold high volume of properties in short timeframes to exceed quotas and maximize business revenue.
Insurance Agent
Inslegend Cooperation Sdn Bhd
Kepong
08.2015 - 09.2016
- Approached potential clients by using direct marketing mailings and phone contacts.
- Maintained high standards of customer service by building relationships with clients.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Identified potential risks in client businesses and recommended appropriate insurance coverage.
- Investigated and processed claims swiftly to keep customers satisfied.
- Researched and identified potential new markets.
Personal Assistance
Inslegend Cooperation Sdn Bhd
Kepong
08.2015 - 09.2016
- Displayed absolute discretion at handling confidential information.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments, and arranging transportation.
- Documented and distributed meeting notes to identify, analyze, and improve workflows.
- Maintained and organized all shared drives, documents and spreadsheets in Google Workspace.
- Attended meetings, took notes and tracked action items.
Education
SPM -
SMK Maxwell
Malaysia 01.2010 - 12.2014
Skills
Excel
undefinedTimeline
Customer Service Representative
Steve World Consultant Sdn Bhd
01.2022 - Current
Customer Service
Aegis BPO Sdn Bhd
05.2018 - 12.2019
Casualty and Property Agent
FullHome Properties Sdn Bhd
08.2016 - 04.2018
Insurance Agent
Inslegend Cooperation Sdn Bhd
08.2015 - 09.2016
Personal Assistance
Inslegend Cooperation Sdn Bhd
08.2015 - 09.2016
SPM -
SMK Maxwell
01.2010 - 12.2014
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