YANG YEN LENG

• Handled multiple chat sessions simultaneously, maintaining high-quality service standards under pressure.
• Managed sensitive customer information with discretion, adhering to data protection regulations.
• Supported new team members through mentoring, sharing best practices for managing customer interactions effectively.
• Managed live chat inquiries, providing timely and accurate responses to customer queries to enhance satisfaction levels.

Intern Shift Leader (Oct-Dec 2024)

• Assisted the Shift Leader in managing team members' performance and data.
• Conducted training sessions to onboard new team members and update existing staff on process changes.
• Resolved any escalated issues and ensured consistent quality of service.

• Handled multiple chat sessions simultaneously, maintaining high-quality service standards under pressure.
• Managed sensitive customer information with discretion, adhering to data protection regulations.
• Supported new team members through mentoring, sharing best practices for managing customer interactions effectively.
• Managed live chat inquiries, providing timely and accurate responses to customer queries to enhance satisfaction levels.
• Built expert knowledge of company products and services to accurately answer customers queries.

• Handled multiple chat sessions simultaneously, maintaining high-quality service standards under pressure.
• Managed sensitive customer information with discretion, adhering to data protection regulations.
• Supported new team members through mentoring, sharing best practices for managing customer interactions effectively.
• Managed live chat inquiries, providing timely and accurate responses to customer queries to enhance satisfaction levels.
• Built expert knowledge of company products and services to accurately answer customers queries.

• Initiated phone calls to existing customers to promote and increase sales of the company's latest product promotion
• Marketed products and services effectively using persuasive communication skills
• Effectively communicated product details and resolved customer queries to optimize sales performance
• Achieved revenue growth by consistently meeting cold calling goals and effectively upselling new products
• Managed lead tracking and follow-up to optimize customer acquisition process.

• Plan and prepare training material for some training course
• Train and guide new employee to ensure that all employees are performing job responsibilities according to training
• Conduct needs assessment or activities and identifies performance gaps and implementing training best practices to ensure alignment with company needs
• Design internal new hire daily report, handover report and trainer scorecard
• Evaluates job performance of trainee after training and during nesting session.

• Delivered exceptional, to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
• Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
• Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies
• Contributed to company achieving and holding industry‑leading customer service ratings
• Helped average of 100 customers every day by approaching conversations with positive attitude and focus on customer satisfaction
• Learned and maintained in‑depth understanding of product information, providing knowledgeable responses to diverse questions.