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Professional CV

Professional
Experience

2023 - Present

Customer Service Team Lead

Beam Mobility Malaysia Sdn Bhd​

  • Lead and mentor a team of customer support representatives, fostering a customer-centric culture

  • Handle complex and escalated customer queries, ensuring swift resolution and satisfaction

  • Collaborate with cross-functional teams to streamline processes and enhance customer satisfaction

  • Continuously assess and refine customer support processes to improve efficiency and effectiveness

  • Monitor and analyze customer interactions to identify areas for improvement

2021 - 2023

Customer Service Specialist

Beam Mobility Malaysia Sdn Bhd

  • Provided first-contact resolution via call and email for e-scooter and e-bike riders for ANZ market

  • Assisted in conducting refresher training sessions for agents

  • Contributed to external projects, including setting up live chat support and launching services in new cities

2019 - 2021

Customer Service Team Lead

Startek (ZARA Project)

  • Led a team supporting ZARA Online Store for South East Asia, ANZ, and Europe

  • Achieved impressive SLAs: 80% of calls answered within three rings, 90% of chats accepted within 10 seconds, 100% of emails responded to within 24 hours

  • Handled escalated calls and customer requests to speak with supervisors

2012 - 2018

Customer Service Team Lead

Guest Service Assistant

  • Ensured 25-minute turnaround time for flights and maintained 80%+ On-Time Performance

  • Managed ad-hoc situations with minimal supervision

  • Received "Outstanding Customer Experience" award in 2018

  • Trained newcomers with an 80% success rate for long-term employment

Education

2017 - 2024

Open University Malaysia | Bachelor's Degree in Communication

I gained valuable skills in media literacy, public relations, and effective communication strategies. This program equipped me with critical thinking abilities and practical knowledge, preparing me for various roles in the communication industry. I am now well-prepared to excel in careers such as marketing, journalism, and corporate communication and even strengthen my customer service expertise. 

2007 - 2010

Linton College University | Higher National Diploma in Software Engineering

I developed a strong foundation in coding and software development methodologies. It equipped with practical skills through hands-on projects, allowing me to tackle complex problems effectively. I also discovered my passion for web development, a field I continue to enjoy and explore to this day. 

Skills
& Expertise

  • Team Leadership and Management

  • Multi-channel Customer Support: Email, Phone, Chat, Social Media

  • CRM Systems: Zendesk, Salesforce, Intercom

  • KPI and SLA Management

  • Process Improvement and Optimization

  • Flight Operations and Travel Industry Knowledge

  • Problem-Solving and Decision-Making

  • Cross-functional Collaboration

Need a copy of my resume?

Feel free to download my resume in PDF format to learn more about my skills and experiences. I’m excited to share my journey with you and look to the opportunity to connect!

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