Summary
Overview
Work History
Education
Skills
Summary
Timeline
Generic
Yew Keong Chong

Yew Keong Chong

Customer Service
Kuala Lumpur

Summary

Diligent Customer Service Executive with solid background in customer service operations. Successfully resolved customer issues and improved satisfaction levels through effective communication. Demonstrated excellent problem-solving and conflict resolution skills.

Overview

23
23
years of professional experience
3
3
Languages

Work History

Healthcare Customer Service Representative

Foundever
Kuala Lumpur, Kuala Lumpur
06.2024 - Current
  • -Quality assurance for Hong Kong market for both resellers and customers of medical devices.
  • -Handle email and calls in relation to complains on products.
  • -Coordinate and process replacement to customer with resellers.
  • -Document cases until complete resolution for customer or resellers.
  • Systems used: SAP

Customer Support Specialist

Agoda.com
04.2012 - 04.2024
  • Handles Hotel Accommodations, Flight Tickets and Excursion bookings and inquiry.
  • -Supports Supplier (Hotels) and customer which includes enquiry troubleshooting and negotiations on (status, changes and complaints) of hotel stay purchases.
  • -Currently supports English, Bahasa Malaysia/Indonesia and Cantonese group of customers and hotels.
  • -Handle competitive pricing issues including analysis and granting competitive pricing request and claims from customers.
  • -Provide escalation (2nd level support) for team.
  • -Manage team scheduling as well as mentoring of new staff.
  • Second level support with handling hotel relocation
  • EXPERIENCES GAINED: Global negotiation skills and customer handling techniques, Analytical skills on problems and providing solution, Development and coaching of new staff.

Production Editor

Wolters Kluwer Services Partner
10.2008 - 03.2012
  • -Prepare and update tax and accounting journals (looseleaf) for customers in the United States.
  • -Uploading and maintaining content on the web to ensure up to date information is available to customers/subscribers.
  • -Currently leading a team of 3 subordinates as a unit leader.
  • -Manage day to day activity/task assigned to the unit.
  • -Manage and troubleshoot production problem within the unit or other units.
  • -Supervise and ensure other unit members perform and deliver the final product in accordance to the set standard.
  • -Train new team members on the process of the production process.
  • -Monitor the performance of each unit member.

Technical Support And Pre-sales Executive

Ingenuity Microsystems
10.2006 - 09.2008
  • -Answer to customer inquiry in regards to software technical problems and other related issues. Currently handles the Financial and CRM modules.
  • -Implementing and setup of operating systems to clients on site (Windows XP or Windows Server Editions).
  • -Internal Computer troubleshooting.
  • -Presales (requirement gathering and evaluation) for sales engagement for CRM line of products.
  • -Conduct product training to end customer as well as developing materials for training classes.

Training Executive

Sage Interactive Sdn Bhd
10.2005 - 10.2006
  • -Source new students to join blended learning program.
  • -Administer Learning Management Systems (LMS).
  • -Troubleshoot technical problems faced by users of the LMS.
  • -Extract learners weekly report to be submitted to principle company.
  • -Promote LMS to targeted organizations.
  • -Recruit students into a skill development program.
  • EXPERIENCES GAINED: Selling blended learning to intangible/services of blended learning to job seekers, Organizing class sessions and teaching transferring knowledge to learners, Learning via computer aided learning.

Sales Specialist

Fuji Xerox Pte Ltd
06.2005 - 09.2005
  • -To sell electronic content management application to corporate enterprises.
  • -In charge of the education industry client.

Sales Executive

UBS Corporation Berhad
04.2004 - 05.2005
  • Hit sales target assigned.
  • Support and initiate business development plans for resellers in Selangor.
  • Approach and appoint new reseller in given area.
  • Solve business problems that arise from reseller and end user as well as reseller with principle.
  • Provide pre-sales and after sales support to end user and reseller.
  • Provide presales demonstration and technical troubleshooting for reseller.
  • Achievement: Able to achieve given sales target by 110 % for 5 out of 12 months. Achieve yearly branch overall and individual sales target.

Sales Executive

UBS Corporation Berhad
04.2004 - 05.2005
  • Hit sales target assigned.
  • Support and initiate business development plans for resellers in Selangor.
  • Approach and appoint new reseller in given area.
  • Solve business problems that arise from reseller and end user as well as reseller with principle.
  • Provide pre-sales and after sales support to end user and reseller.
  • Provide presales demonstration and technical troubleshooting for reseller.
  • Achievement: Able to achieve given sales target by 110 % for 5 out of 12 months. Achieve yearly branch overall and individual sales target.

Product Executive

UBS Corporation
04.2003 - 04.2004
  • Answer calls from dealers all over Malaysia regarding any technical problems they could not solved when dealing with their users.
  • Writing press releases for the company, meeting potential client to gather their systems requirement, writing and present to new and existing client new software produced by the company across Malaysia.
  • Creating new marketing ideas and writing product and technical manuals and fliers.
  • Ensure the marketability of the software based on its benefits and requirement of users.
  • Solve dealer problem both technically and business wise as and when it arises. Liaise with the relevant departments to solve problems that arise for the product under my control.
  • Transfer product knowledge and translate it into sales points to be used by the sales team on the field to market the product.
  • Conduct dealer seminar as well as public seminars to promote the product under my control.
  • Experience Gained: Analytical experience when it comes to solving technical problems, Listening and negotiation skills dealing with diverse clients, Creative writing and marketing skills and tactics, Real life, in front of big audience presentation skills.

Marketing Executive

UBS Software Corporation
03.2003 - 04.2003
  • -Answering calls from dealers all over Malaysia to support technical and marketing issues.
  • -Creating press releases for the company, meeting potential client to gather their systems requirement, writing and present to new and existing client new software produced by the company across Malaysia.
  • -Creating new marketing ideas and writing product and technical manuals and fliers.
  • Experience Gained: Technical problem solving, Listening and negotiation skills dealing with diverse clients, Creative writing and marketing skills and tactics, Real life, in front of big audience presentation skills.

Education

Associate of Arts - Linguistics/Languages (English Language)

London Teachers Training Collage
Kuala Lumpur, 14
01.2008

Bachelor of Science - Information Technology (Computing)

Asia Pacific Institute of Information Technology (APIIT)
Kuala Lumpur
01.2002

Skills

Online Travel Agent Experience

Call center experience

Language Fluency

SAP

Summary

To utilize my IT knowledge to maximize productivity and learn new things and gain more experience along the way., Able to organize and drive myself and team towards to accomplishing task especially time critical task or events., Willing to go the extra mile to accomplish task or mission critical objectives., Excellent in written and verbal communication. Able to articulate simple and complex instructions or request.

Timeline

Healthcare Customer Service Representative

Foundever
06.2024 - Current

Customer Support Specialist

Agoda.com
04.2012 - 04.2024

Production Editor

Wolters Kluwer Services Partner
10.2008 - 03.2012

Technical Support And Pre-sales Executive

Ingenuity Microsystems
10.2006 - 09.2008

Training Executive

Sage Interactive Sdn Bhd
10.2005 - 10.2006

Sales Specialist

Fuji Xerox Pte Ltd
06.2005 - 09.2005

Sales Executive

UBS Corporation Berhad
04.2004 - 05.2005

Sales Executive

UBS Corporation Berhad
04.2004 - 05.2005

Product Executive

UBS Corporation
04.2003 - 04.2004

Marketing Executive

UBS Software Corporation
03.2003 - 04.2003

Associate of Arts - Linguistics/Languages (English Language)

London Teachers Training Collage

Bachelor of Science - Information Technology (Computing)

Asia Pacific Institute of Information Technology (APIIT)

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