Yee Sin Lum

Customer service executive                                          1/9/2016 – 31/8/2017
First Game Technology Sdn.Bhd.
Menara K1, L19-02,
Lrg 3/137c, Jalan Klang Lama,
58200 Kuala Lumpur


Job description

 

• Identifying and assessing customers’ needs to achieve satisfaction through using LiveChat /Wechat/ Whatsapp.
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents.
• Maintain server working in good condition.

Customer Service Executive                                     2/10/2017 -  19/4/2018

L&D INFOCUS TECHNOLOGY SDN BHD

SUITE 17.05,LEVEL 17,CENTREPOINT NORTH,

MID VALLEY CITY.

LINGKARAN SYED PUTRA,59200 KUALA LUMPUR

Job description

• handling and properly solving customer complaints and regulating customer-company relations
• Assist the daily operations management of the department
• Open and maintain customer accounts by recording account information
• Follow communication procedures, guidelines and policies
• Resolve customer complaints via Live Chat.
• Managing incoming chats and customer service inquiries.
• Maintains customer records by updating account information.

Customer Service Executive   （Team Lead）                                                     15/5/2018 - 29/12/2019
TREAL TECHNOLOGY SDN.BHD
LEVEL 20, MENARA BINJAI,
NO.2 , JALAN BINJAI OFF JALAN AMPANG,
50450 KUALA LUMPUR.


 

• Deal directly with clients and handle clients technical support questions or complaints
• Interact with technical support team and clients to solve client’s issues.
• Provide proactive monitoring and management of existing systems and identifies changes and  protential problem solutions.
• To process client’s request via phone call, live chat, service desk, email and update clients on the status of their request.
• Suggesting methods to improve area operations, efficiency and service to customers.
• Maintain the workflow like SOP and etc.
• Make improvements and communicate with IT support to enhance variety features
• Arrange timetable for rotate shift.
• Handling Level 2/Level 3 support issues 

Technical Support Specialist

Weebo (M) Sdn.Bhd
(Based in Malaysia)                                                          9/3/2020 - Present
Found8, 5, Jalan Stesen Sentral, 
East Wing Level 3 KL Sentral, 
Kuala Lumpur 50470                                                                             

• Take charge of customer’s technical support for across Singapore and Malaysia.
• Engage closely with technical team based in Singapore.
• Initiated and participated in customer success activities that generated approximately SGD25,000 returning revenue annually.
• Planned and executed an online demonstration process which effectively reduces the efficiency of technical demonstration by 40%.
• Pioneered customer success process for the company and achieve significant revenue gain.
• Responsible for the refining of customer success process for the company.
• Participated in marketing activities with marketing team and has improved leads generation by at least 20%.
• Initiated and executed the use of various communications tools such as Telegram, Hubspot, Intercom and improved communication process by at least 50%.
• Participated in the implementation of projects amounting to approximately SGD 500,000 in project deal size.