Preview Resume

2018

Last Position : Senior Executive Quality Analyst for Call Center ZARA

Period : July 2018  to December 2020

Job Description :

- To provide support to operation team to meet and sustain client targets by providing accurate and timely analysis -CallChatEmail monitoring and evaluation -Timely coach and feedback to agents -Variance reporting Weekly, Monthly, and etc. - Ensuring key issues related to process is reported and corrective action are taken from client side - Calibration session with the agents - Monitoring CallChatEmail volumes to meet SLAs - Handle day-to-day agents and customer issues - Handle CallChatEmail for team back up - Interview, train and supervise for new hire agents

Last Position : Quality Analysts Executive for Call Center Expedia, Hotels.com and AirAsiaGo

Period : May 2018  to June 2019

Job Description :

- To provide support to operation team to meet and sustain client targets by providing accurate and timely analysis - Call monitoring and evaluation - Timely feedback to agents - Ensuring implementation of action plan - Continuously improving process performance metrics - Ensuring compliance to monitoring and feedback process by meeting audit targets - Ensuring low variation in calibration

2016

Last Position : Travel Centre Executive Expedia, Hotels.com and AirAsiaGo

Period : June 2016  to April 2017

Job Description :

- To handle all inbound calls pertaining to hotel reservation and travel product information and other enquiries. - To exceed customers expectation in terms of customer service accurate information. - To be able to provide information related to travel and tours for customers convenient traveling.

2014

Last Position : Customer Support Team Leader

Period : March 2014  to May 2016

Job Description :

- Meeting and presenting company profile to new customer and current customer - Training and development needs within an organization - Responded to customer inquiry face-to-face and call 24 Hours stand by, quickly assessing the consumers needs and problems in order to deliver an ideal solution - Document control making customer agreement, meeting report, email answering and etc. - Responded to customer payment via credit card cash - Other duties as assigned

2011

Last Position : Customer Care Officer

Period : October 2011  to January 2014

Job Description :

- Responded to customer inquiry face-to-face and call, quickly assessing the consumers needs and problems in order to deliver an ideal solution - Handling more than 50 angry customers regarding misunderstood of company services, term and condition etc. - Initial smart phone technical troubleshooting with a technical help desk system - Represented smart phone selling and advising most of the brands available in the market - Responded to customer counter payment via credit card, cash, cheque

2010

Last Position : Assistant Secretary and Administrative

Period : April 2010  to September 2011

Job Description :

- Assisted secretary binding the price list books, sending the quotation to the clients - Balanced receipt voucher and payment voucher and reported to management team - Managed plane ticket, accommodation, transportation and office stationery - Responded to customer inquiry calls, giving the information for the clients - Other duties as assigned

2009

Last Position : Receptionist

Period : June 2009  to March 2010

Job Description :

- Performed reception and potential client seeker - Responded to customer inquiry calls, giving the information for the clients - Managed plane ticket, accommodation, transportation and office stationery - Other duties as assigned