Yvonne Yap
Customer Service
Petaling Jaya, Selangor
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
2010
2010
years of post-secondary education
1
1
Language
Work History
Senior Crisis Management Specialist
TDCX (MY) SDN. BHD.
12.2022 - Current
- Provide information which able to communicate in multiple channel i.e phone call and email
- Provide excellent support experience to customers via all relevant communication channels
- Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified
- Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards
- Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience
- Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures
- Build sustainable relationships and engage customers by taking the extra mile
- Evaluate and reimburse customers if necessary
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Quality Coach
Majorel (Malaysia) Sdn Bhd
05.2018 - 11.2022
- Company Overview: (Formerly known as Arvato CRM)
- Analyze written and verbal interactions between agents and customers to ensure adherence to quality and customer service policies and procedures of the client
- Follow strict criteria of analysis and templates to evaluate quality performance
- Provide effective, accurate and constructive feedback to agents and create action plans to ensure continuous improvement while driving for positive employee satisfaction
- Consolidate quality metrics from all areas and prepare reports for management and the client, tracking trends and ensuring the realization of action plans
- Analyze processes and suggest improvements in quality criteria
- Evaluate and on-board improvement suggestions from other areas
- Ensure absolute consistency in measurement across the business and strive for objectivity and efficiency
- Work against established SLAs and metrics and be evaluated by the degree of their achievement
- Effectively communicate new or changed processes through coaching and Feedback
- Reviewed technical documentation for accuracy and clarity, ensuring all specifications were met during production runs.
Customer Service Agent
Arvato CRM
02.2018 - 04.2018
- Provide information which able to communicate in multiple channel i.e phone call and email
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Handle customer's inquiries related to all reservation ensuring all are resolved timely and accurately
- Resolve customer complaints and problems to the satisfaction of the customer
- Provides a high level of professional and competent customer service and is able to communicate effectively with customer in which ever touch point the guest is engaged with
- Demonstrate a strong customer service orientation and take responsibility to ensure customer are satisfied and always strive for first call resolution
- Liaise with hotels and other department to resolve customer's inquiries and complaints in ensuring service recovery is effective
- Alert relevant department of issues or concerns that require escalation to resolve which may indicate a larger underlying problem
Customer Service Representative (CSR)
Convergys Malaysia Sdn Bhd
01.2015 - 01.2018
- Majority support OneDrive Cloud and Outlook.com web as well
- Mainly support countries as Republic of China, Taiwan and Hong Kong.(Additionally support country as Vietnam, Indonesia, Malaysia, Thai and Philippines too)
- Handle all incoming inquiries on client's product, technologies, program, policies, and services
- (Including products of Outlook.com and OneDrive Cloud.)
- Provide high level of professional, competent service assistance
- Respond to the customer inquiries within 24 hours for email
- Creates and documents interactions in tools supplied by client
- Handle roughly 45 cases per day
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative (CSR)
Aegis BPO Malaysia Sdn Bhd
11.2013 - 10.2014
- Handling all inbound calls pertaining to customer general enquiries, complaints, comments, feedback and other raising issues related to the company's products
- Answering calls or replying emails from Hong Kong customers
- Make outbound calls to hotels to amend booking as per customer requested
- To exceed customers' expectations in terms of customer service and accurate information
- Work in a team to achieve the required KPI elements and SLA
Personal Tutor
Self-employeed
06.2011 - 10.2013
- Role Primary/Secondary Teacher
- Planned and facilitated tutoring workshops for student groups on subjects of interest.
- Established trust with students, enabling them to openly discuss challenges they faced in their studies.
- Helped students prepare for tests and exams by providing guidance, motivation, and encouragement.
- Planned lessons for allotted time to strengthen weak subjects and build skills.
- Generated reports and provided feedback to students, supporting personal learning and development.
Course Instructor
MRC SMM Education Group
12.2010 - 05.2011
- Developed students'' critical thinking skills through inquiry-based learning and project-based assignments.
- Worked with average of 25 participants per class.
- Boosted exam success rates with targeted test preparation strategies, including time management techniques and study resources.
- Improved student comprehension by utilizing various teaching strategies and methods tailored to individual learning styles.
- Participated in ongoing professional development opportunities to stay current in educational trends and expand subject matter knowledge base.
Education
Professional Certificate - Linguistics/Languages, Major Intermediate Levels of the Certified Intensive English Programme
ELS Language Centre
Primary/Secondary School/SPM - Arts
SMK Bukit Rahman Putra
Skills
Customer Service
Active Listening
Product Knowledge
Call Management
Problem-solving abilities
Call center experience
Data Collection
Problem Resolution
Personal Information
Date of Birth: 07/23/91
Timeline
Senior Crisis Management Specialist
TDCX (MY) SDN. BHD.
12.2022 - Current
Customer Service Quality Coach
Majorel (Malaysia) Sdn Bhd
05.2018 - 11.2022
Customer Service Agent
Arvato CRM
02.2018 - 04.2018
Customer Service Representative (CSR)
Convergys Malaysia Sdn Bhd
01.2015 - 01.2018
Customer Service Representative (CSR)
Aegis BPO Malaysia Sdn Bhd
11.2013 - 10.2014
Personal Tutor
Self-employeed
06.2011 - 10.2013
Course Instructor
MRC SMM Education Group
12.2010 - 05.2011
Primary/Secondary School/SPM - Arts
SMK Bukit Rahman Putra
Professional Certificate - Linguistics/Languages, Major Intermediate Levels of the Certified Intensive English Programme
ELS Language Centre
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