Jan 2023 – Jan 2025 · 2 yrs

• As a Senior Customer Support Executive, I am responsible for handling customer communications through email and live chat, as well as making outbound calls to employers to explain our product offerings and encourage sign-ups. I assist jobseekers in creating and optimizing their profiles using our AI-powered resume builder. In addition to support tasks, I actively contribute to sales efforts to achieve my daily commission targets. I also train new team members on our product knowledge and processes to ensure smooth onboarding. I handle challenging customer situations with patience and professionalism, aiming to provide the best possible service experience. Additionally, I take on the role of event organizer for monthly company celebrations and special events, contributing to a positive and engaging workplace culture. I take pride in being part of a dedicated team within a well-organized and dynamic organization.

Dec 2021 – Mar 2023 · 1 yr 3 mos · WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia · On-site

• Delivered customer support for Australia, New Zealand, and Singapore markets via chat, email, and calls, effectively handling escalations and payment-related issues.
• Maintained high customer satisfaction by consistently meeting response time and resolution KPIs.
• Managed service recovery cases and conducted manager call-backs through email and phone communication.
• Monitored and resolved escalation queues to ensure timely handling of complex cases.
• Supported the Team Leader in tracking real-time performance and implementing corrective actions when required.
• Participated in ad-hoc projects and major sales campaigns, including Shopee 8.8, 9.9, 10.10, 11.11, and 12.12 events.

May 2021 – Nov 2022 · 1 yr 6 mos · WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia · On-site

• Acted as the primary escalation point for FBS sellers, handling post-sales issues such as cancellations, late shipments, and damaged returns.
• Investigated root causes of fulfillment failures and provided sellers with clear, actionable solutions to prevent recurrence.
• Managed and resolved high-priority seller disputes, ensuring fair and timely outcomes.
• Maintained strict adherence to ticket resolution timelines, contributing to strong platform trust and service standards.
• Prepared and analyzed “Health Reports” on aging escalations, highlighting potential risks and keeping internal stakeholders informed.

Jan 2021 – Jan 2022 · 1 yr

• To handle all customer inquiries coming from multichannel, including Call, Emails and Voicemail. To handle all customer inquiries based on Standard Procedure and Guideline defined by the Company and Client. Must be ready for shift operation if it's required.

Jan 2019 – Feb 2022 · 3 yrs 1 mo · WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia · On-site

• Registered and updated patient details, ensuring accurate data entry in the system.
• Assisted in dispensing medications and processing prescription orders.
• Maintained vaccination records and prepared reports using Microsoft Excel.
• Monitored patient vital signs and supported basic clinical procedures.
• Assisted in patient care, including transferring patients and providing general support.
• Conducted basic medical screenings for both local and foreign patients.
• Collected blood samples and assisted with routine health check-ups.
• Explained medical reports and procedures to patients in a clear and supportive manner.
• Assisted doctors during consultations and treatments to ensure smooth clinic operations.

Jan 2018 – Jan 2019 · 1 yr · titiwangsa · On-site

• Provided high-level administrative and secretarial support to the boss, ensuring smooth daily operations and efficient coordination of schedules.
• Managed international travel arrangements, including flight bookings, accommodation, transportation, and itinerary planning for overseas business trips.
• Coordinated and followed up with agents regarding visa applications, documentation, and travel requirements to ensure timely approvals.
• Accompanied the boss on overseas business trips to provide on-ground administrative and coordination support.
• Maintained daily communication updates on meetings, client appointments, and business engagements to ensure full awareness of schedules and priorities.
• Organized and managed meeting schedules, including internal discussions and external client meetings.
• Acted as a liaison between the boss, clients, and business partners to ensure clear communication and smooth workflow.
• Handled confidential documents, correspondence, and reports with a high level of discretion and professionalism.
• Supported preparation of meeting materials, presentations, and follow-up action items after client discussions.

Feb 2016 – Jan 2018 · 1 yr 11 mos · telawi bangsar · On-site

• Developed basic coaching and mentoring skills while assisting in children’s activities and programs.
• Registered children upon arrival and ensured accurate attendance tracking.
• Supervised children at the playground to ensure a safe, structured, and positive environment.
• Engaged with children in a friendly and supportive manner to encourage participation and confidence.
• Maintained a high level of customer service when interacting with parents and visitors.
• Monitored safety standards and ensured children followed playground rules and guidelines.
• Assisted with end-of-day closing procedures, including counting attendance records and ensuring proper closure of daily operations.
• Supported overall center operations with responsibility, teamwork, and attention to detail.