Zheng Yong Lau
Puchong
Summary
Focused Team Leader with experience reviewing team analytics to improve overall product quality. Courteous and cordial with goal to coach and train employees to meet maximum potential. Award-winning Customer Service Executive proudly resolving issues quickly and effectively. Skilled at building customer loyalty and strengthening relationship-building techniques, winning impressive results.
Overview
12
12
years of professional experience
Work History
E-commerce Customer Service Team Leader
Daythree Digital Berhad
04.2025 - Current
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
Customer Service Team Lead
TaskUs Malaysia
07.2022 - 04.2025
- Successfully promoted from customer service agent to customer service team lead in July 2023.
- Located products through extensive research and arranged for drop shipments from different facilities.
- Managed all client inquires through resolution to enhance customer satisfaction ratings.
- Coached staff on operating procedures to maintain quality services.
Team Leader
Daythree Business Services Sdn Bhd
02.2015 - 02.2022
- Created and implemented monthly KPI targets, driving team motivation and morale to achieve them.
- Recruited and trained high-achieving sales teams, aiding company success against profit goals.
- Updated detailed business and sales records accurately and promptly for reliable reference.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Served as customer service team lead, enforcing company policies, answering co-workers’ questions and training new staff.
Sales Executive
Maxis
12.2013 - 12.2014
- Showcased product features and benefits to drive sales.
- Closed large sales to exceed quota and align with company targets.
- Liaised with potential customers to determine needs and provide recommendations.
Education
SPM -
SMK Sungai Besar
01.2012
Skills
- Goal development planning
- Issue resolution
- Task delegation
- KPI management
- Handling objections
- Collaborative team member
LANGUAGES
Chinese (Mandarin): First Language
English: C1 Advanced
Chinese (Cantonese): C2 Proficient
Malay: B1 Intermediate
Timeline
E-commerce Customer Service Team Leader
Daythree Digital Berhad
04.2025 - Current
Customer Service Team Lead
TaskUs Malaysia
07.2022 - 04.2025
Team Leader
Daythree Business Services Sdn Bhd
02.2015 - 02.2022
Sales Executive
Maxis
12.2013 - 12.2014
SPM -
SMK Sungai Besar
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