Wong Chee Meng
Customer Experiences
Kuala Lumpur,10
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Experienced Customer Service Representative
Honeywell
6 2022 - Current
- Establish and maintain contact (by phone calls and face to face meetings) with existing customers to generate aftermarket leads and promote the sales of aftermarket products and services
- Update and maintain the regional installed base list
- Prepare Lifecycle Management (LCM) proposals concerning the following scope of supply: HMI upgrades, aftermarket modifications, engineering services, service contracts, consultancy services, call-out services, training (all forms) and spare parts
- Enter parts and service orders in ERP systems of record
- Update and maintain the CRM system and customer information (contact name and title, assets at sites, status of service contracts, past services and issues, past spare orders and repairs, next outage and scheduled visit, current open opportunities, etc.) to obtain a 360-degree view of our customers, understand their needs and quickly respond to these needs to create a unique customer experience
- Notifies customers of any applicable LCM program, offerings and product notifications
- Create leads and identifies threats within the installed for Key Account Managers by opening opportunities in the CRM
- Work closely with Regional and Global Customer Support Managers to ensure global consistency across regions.
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Client Development Account Manager
INSTANT MANAGED OFFICES MALAYSIA
05.2019 - 04.2022
- Responsible for out bound call activity to both cold and warm clients to generate flexible office requirements
- Responsible for developing and maintaining key strategic relationships with Instant’s key partners
- Responsible for hitting daily activity KPIs, including call and key conversion metrics
- Develop business in line with company objectives and monthly targets
- Planning time effectively to prioritize development of target sales
- Learn how to send out reports that inform our clients of what is currently in the market
- Working with business of all sizes across a multitude of industries and the role involves engaging with customers and prospects via a number of channels, including phone, email.
Inside Sales Account Manager
REGUS MANAGEMENT MALAYSIA SDN. BHD. (PH)
01.2017 - 04.2019
- Working with business of all sizes across a multitude of industries and the role involves engaging with customers and prospects via a number of channels, including phone, email
- Handling inbound and outbound calls and other methods of communication (e.g email ) with new prospects and existing customers to educate, and inform customer about our products and help them select and sign up for the one that is right for them
- Accurately record notes clearly in all relevant systems
- Recommend improvements that will positively impact sales and efficiency
- Work efficiently and effectively in line with company procedures and guidelines, delivering good results against our key performance indicators ( Customer Satisfaction, Productivity and Volume )
- Focusing in Hong Kong Market, alternatively Taiwan or China.
Billing Analyst
Air Products Shared Services Sdn Bhd
12.2014 - 10.2016
- Answers incoming customer phone calls
- Logs complaints into the SAP complains system
- Evaluates appropriate assignments of complaints
- Prioritize and manage portfolio of customer complaints
- Research and resolve customer complaints, including root cause determination
- Follow up with customer to determine satisfaction with complaint resolution
- Process manual billings as required
- Review and process special handled invoices
- Utilize the SAP complaints process as the method of the communication for billing problems across teams, updating text in the complaint as well as recording information in the collections data screens at the invoice level
- Assist in review/analysis of SAP control reports for errors/problem resolution, SAP Complaints reports for managing complaints, and Business Warehouse reports.
Dispute Analyst
American Express (M) Sdn Bhd
11.2009 - 08.2014
- Specialize in Analysis, Customer Service, Dispute Resolution, Process Improvement & Reconciliation
- Handle customers’ dispute enquiry
- Liaise closely with Fraud Department, Cardholder Services Department and Merchant Services Department
- Contact customer in regards of dispute investigation
- (Emails & phone calls)
- Assist leaders to work on reconciliation, escalation and complaint cases
- Liaise with Reconciliation Department to reconcile the ledger
- Assist leaders and seniors on others enquiry
- (Computer skill, Microsoft skill, admin task, system supports and etc)
- Pro-actively to assist teammate on process enquiry
- Self-initiative to assist the team on process improvement
- Actively participate in every meeting/huddles/discussion
- Provide training to other department for task re-allocation (SG & HK SE follow up)
- In charge of various special handling for Merchants and Card members
- In charge of senior resolution for Merchant and Card member dispute complaints
- In charge of Special handling for Card member and Merchant Dispute accounting
- Specialized training for Hong Kong and Singapore Merchant Acquirer Dispute Charge back handling
- Conducted training and calibration for special handling and resolution for Dispute Charge back
- In charge of monthly financial liability Reconciliation ledger for Card member and Merchant account.
Education
Diploma of Art/Design/Creative Multimedia (Fashion Design) -
Kolej Tunku Abdul Rahman
Kuala Lumpur, 14 01.2005 - 04.2006
Higher Secondary/Pre-U/"A" Level -
Sekolah Menengah Kebangsaan Pandan Indah
Kuala Lumpur 01.2005 - 11.2006
Skills
SAP
MS office
Excel
Outlook
Salesforce CRM
Certification
Excel Skills for Business Essentials Course, 03/01/24, Present
Languages
Bahasa Malaysia
Chinese - Cantonese
Chinese - Mandarin
English
Timeline
Client Development Account Manager
INSTANT MANAGED OFFICES MALAYSIA
05.2019 - 04.2022
Inside Sales Account Manager
REGUS MANAGEMENT MALAYSIA SDN. BHD. (PH)
01.2017 - 04.2019
Billing Analyst
Air Products Shared Services Sdn Bhd
12.2014 - 10.2016
Dispute Analyst
American Express (M) Sdn Bhd
11.2009 - 08.2014
Diploma of Art/Design/Creative Multimedia (Fashion Design) -
Kolej Tunku Abdul Rahman
01.2005 - 04.2006
Higher Secondary/Pre-U/"A" Level -
Sekolah Menengah Kebangsaan Pandan Indah
01.2005 - 11.2006
Experienced Customer Service Representative
Honeywell
6 2022 - Current
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