• Customer Care Executive
  • Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
  • Dec 16, 2020
Full time Customer Service

Personal Summary

An extremely driven and passionate individual with total of 10 years working experience specializing in customer service and computer information technology. Well organized, very responsible and dedicated on a given task. Strong analytical and strategic thinking skills with detailed attitude during execution especially in delivering business. Looking for a permanent job where I can sustain and grow together with the organization.


Corrective Action: Advanced
Housekeeping: Intermediate
First Line: Advanced
Satisfaction: Advanced
Application Support: Advanced
Technical Support: Advanced

Work Experience

Customer Care Executive
Jul 2018 - Jul 2019 iCarAsia

Responsibilities & Experiences
• Handling chat, account approvals and verification.
• Answer calls professionally Inbound/outbound to provide information related to cars and resolve complaints.
• Maintains customer records by updating account information.
• Deal with buyers for hire purchase loan and also insurance.
• Handle sales/ finance and insurance as in calling leads.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Follow up to ensure that appropriate actions were taken on customers' requests.
• Providing and delivering professional, helpful, high quality service and assistance to meet the customer's needs.
Serviced Apartments Melbourne

Jun 2017 - May 2018 Guest Relation & Hosting

Responsibilities & Experiences
• Onboard, develop and optimize the listings for serviced apartments.
• Develop properly cleaning visual checklist.
• Develop par levels for all supplies.
• Ensure optimal booking & price points for properties (yield management).
• Answer prospective guest inquiries, supervising automated responses (guest) and manual responses.
• Ensure availability of hoppers to check in guests and perform check in tasks as well.
• Ensure cleaners have executed successful cleaning.
• Ensure listing supplies are above set par onboard new hosts and listings.
• Work with third party design consultant on any property staging requirements communicate proactively with hosts and handle host inquiries monthly inspection of assigned listings with director of host operations, set revenue/occupancy targets for listings.

Service Desk Analyst
Sep 2015 - Jun 2017 Atos Origin Services (M) Sdn Bhd

Responsibilities & Experiences

• First level application support for internal global user (America, Europe, and Asia Pacific and Oceania countries).
• Make sure service restoration is achieved as soon as possible to the customer's satisfaction.
• Within overall SLA commitment.
• Manage the incident control that provide first line support in order to restore normal working condition as quickly as possible.
• Provide service support for all customers' requests/enquiries related to business applications and IT Operational.
• Respond to user requests by telephone/email/service management tool in a professional manner to ensure users receive a timely service and service levels are met.
• Carrying out "Quick Fixes" on several applications.
• Ensures adherence to escalation procedures. Responds to escalated, complex and high impact user calls in a timely manner as per agreed service levels.
• Monitor progress of incidents and service requests and ensures users and other interested parties are kept informed in a timely manner.
• Help users via first line technical support, troubleshoot computer/ application/ related IT problems
• Record incident / service requests mandatory information and ensure that they are properly logged into the ticketing tool, assigned and responded to in a timely manner and according to agreed standards and procedures.
• Pro-actively resolve customers' /users' complaints and enquiries.

Service Banker
Feb 2013 - Aug 2015 Standard Chartered Scope International Malaysia

Responsibilities & Experiences
• Handle customers on queries related to credit card, personal loans, and payments.
• Responsible of handling both inbound and outbound calls from users.
• Perform sales and promote our services via phone calls and emails to provide service support to all customers' requests/enquiries related to banking, credit cards, loans and other related issues.

Survey Officer
Jun 2012 - Jan 2013 IGB IPSOS

Responsibilities & Experiences
• Conduct surveys through the phone regarding products and services.
• Conducting job evaluation surveys.
• Compiling and presenting information.
• Implementing, advising about and monitoring appraisal schemes.
• Supervising and monitoring progress made via training programmers.
• Ensuring employees receive statutory required training.

Collection Officer
Nov 2011 - Apr 2012 Menara Olympia AEON -KL

Responsibilities & Experiences
• Answer customer's questions regarding problems with their accounts.
• Advise customers of necessary actions and strategies for debt repayment.
• Arrange for debt repayment or establish repayment schedules, based on customers' financial situation.
• Record information about financial status of customers and status of collection efforts.
• Locate and monitor overdue accounts, using computers and a variety of automated systems.
• Receive payments and post amounts paid to customer accounts.
• Negotiate credit extensions when necessary.

May 2007 - Nov 2011 Suria Jernih Cleaning Services

Responsibilities & Experiences
• Supervise work activities of cleaning personnel to ensure clean, orderly, and attractive service to be provided.
• Assign duties, inspect work, and investigate complaints regarding housekeeping service and equipment and take corrective action.
• Purchase housekeeping supplies and equipment.
• Train new employees, and recommend dismissals.
• To make sure the job is done properly according to the given time frame.


Certificate in Information Technology
Jan 2005 - Jan 2006 Tunku Abdul Rahman College

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