Microsft Word
CHOO YONG WEI
Customer Services Mandarin & English Speaker
Rawang
Summary
Polite and professional Travel Executive successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
6
6
Languages
Work History
Partime Brand Promoter- Touch N Go Ewallet
Touch N Go Ewallet
01.2019 - 01.2019
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Introduce the benefits of applications and provide excellent client support.
- Communicated product value, quality and style to educate and entice potential customers.
- Increased customer satisfaction by resolving Touch N Go Ewallet Convenience issues.
- Worked with new user customers to understand needs and provide the free reload pin service.
Partime Event Promoter - Clearance Store Fair
TPK PUCHONG
02.2019 - 02.2019
- Greeted and offered sales assistance to every customer upon entry into store.
- Quoted, generated and processed customer orders to meet specifications and various occasions.
- Maintained thorough knowledge of needs, characteristics and varieties of product used in shop to inform arrangement decisions and provide information to customers.
- Managed merchandise returns by offering product exchanges, store credit or monetary refunds.
Customer Service Agent-Travel Excecutive
STARTEK MALAYSIA
04.2019 - 04.2021
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Responded to clients' questions, issues and complaints and implemented appropriate solutions.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Resolved over 40 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management
- Communicated with clients regarding account services, statements, and balances
Customer Service Specialist
TDCX MALAYSIA
11.2021 - 09.2022
- Responded to customer comments and questions via LiveChat during shifts.
- Educated customers on company systems, form completion and access to services.
- Resolved customer complaints and addressed emergency requests and needs.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Answered average of 100 calls, emails and chat per day, addressing customer inquiries, solving problems and providing product information
Assistance Call Centre Supervisor
TDCX MALAYSIA
09.2022 - 11.2023
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Resolved problems, improved operations and provided exceptional service.
- Strengthened communication skills through regular interactions with others.
- Provided professional services and support in an dynamic work environment.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Worked flexible hours across night, weekend and holiday shifts.
- Paid attention to detail while completing assignments.
Specialist , Sales Support (MICROSOFT)
Concentrix Srev Malaysia Sdn Bhd
01.2024 - Current
- Streamlined internal processes by developing and implementing new tools for improved sales support efficiency.
- Managed efficient SQL queries and data transport.
- Maximized code maintainability with modular design principles and thorough documentation.
- Defined and maintained databases to deliver responsiveness to data client requests.
- Followed all company policies and procedures to deliver quality work.
Education
High School Diploma -
Despark Collage
Petaling Jaya 01.2016 - 06.2018
Skills
Excellent customer service skills
Customer support
Time management
Calm under pressure
MS office
Quality Assurance
Problem-solving skills
Excellent communication
Software
Microsft Excel
Microsft Powerpoint
Microsoft Outlook
Copilot
Timeline
Specialist , Sales Support (MICROSOFT)
Concentrix Srev Malaysia Sdn Bhd
01.2024 - Current
Assistance Call Centre Supervisor
TDCX MALAYSIA
09.2022 - 11.2023
Customer Service Specialist
TDCX MALAYSIA
11.2021 - 09.2022
Customer Service Agent-Travel Excecutive
STARTEK MALAYSIA
04.2019 - 04.2021
Partime Event Promoter - Clearance Store Fair
TPK PUCHONG
02.2019 - 02.2019
Partime Brand Promoter- Touch N Go Ewallet
Touch N Go Ewallet
01.2019 - 01.2019
High School Diploma -
Despark Collage
01.2016 - 06.2018
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