Cheng Yun Zhang
Customer Experience Specialist
Kuala Lumpur
Summary
3 years of progressive customer service experience in healthcare, digital media, and travel industries. Currently excelling as a Customer Experience Specialist at Agoda, showcasing expertise in managing complex booking modifications and cancellations through live chat, email, and phone support. Proven ability to maintain high customer satisfaction ratings while efficiently handling high-volume inquiries.
Previous experience includes telephone sales and customer service satisfaction at Teleperformance for the Aligner company of the Smile Direct Club. Additionally, has 1 year of experience in content moderation for Twitch's streaming platform, demonstrating adaptability and strong communication skills across diverse industries.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Customer Experience Specialist
Agoda
03.2023 - 04.2025
- Company Overview: Travel Agency
- Managing complex booking modifications and cancellations through live chat, email, and phone support
- Maintaining high customer satisfaction ratings while handling high-volume inquiries
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
Content Moderator
Teleperformance Malaysia
03.2022 - 03.2023
- Company Overview: Content Moderator agent for the project Twitch (American video live steaming service media)
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
Sales Agent/ Customer Service
Teleperformance Malaysia
02.2021 - 03.2022
- Company Overview: Sales Agent/ Customer Service for project SmileDirectClub (Clear Aligner Company)
- Assisted call-in customers with questions and orders.
Education
Bachelor of Arts - International Hotel & Tourism Management
UOW Malaysia KDU Penang University College
Penang 01.2019 - 01.2021
Diploma - International Hotel & Tourism Management
UOW Malaysia KDU Penang University College
Penang 03.2016 - 12.2018
Skills
- Sales and Customer Service Skills
- Content Moderation
- Empathy and Rapport Building
- Multi-Channel Communication
Miscellaneous
Malaysian, seeking a new opportunities that will provide me with a fresh perspective and new experiences.
Timeline
Customer Experience Specialist
Agoda
03.2023 - 04.2025
Content Moderator
Teleperformance Malaysia
03.2022 - 03.2023
Sales Agent/ Customer Service
Teleperformance Malaysia
02.2021 - 03.2022
Bachelor of Arts - International Hotel & Tourism Management
UOW Malaysia KDU Penang University College
01.2019 - 01.2021
Diploma - International Hotel & Tourism Management
UOW Malaysia KDU Penang University College
03.2016 - 12.2018
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