Kelly Services Malaysia SDN. BHD. >> Evo Business Consulting Sdn Bhd Accenture Malaysia Solution Sdn Bhd, Kuala Lumpur, Malaysia Oct 2018 - Customer Support Analyst - Japan 2018. 10 - 12・Supported customers who are using the products via Phone, Chat and Email support based on the policy the client provided・Provided general technical support to customers ・Solved the customer's issue in the best way Quality Analyst - Japan 2018.12 - (2020. 4)・Auditing a case based on client’s policy / view and evaluating agent’s(operators) performance accurately.・Having highly understanding of client’s policy and perspective for customer support and announce the team to make them work in the same view as the client has.・Having a meeting with the client to calibrate audited cases together in order to make no any gaps between the client. Providing our insights or flagging our challenges in supporting customer with the policy which fits in western culture.・Creating / Updating a report including my analysis and insights for the client. (weekly basis)・Providing a coaching session with the agents to approach to their difficulties on quality of work effectively. ・Based on Analyze the data, create an effective action plan and execute it properly to manage the team performing on their task in good quality. ・Checking feedback from customers got through the survey and finding out the opportunities where the agent needs improvement by reviewing all interaction in the case. ・Have experienced a training for new joiner. Educating him a whole product knowledge and process as scheduled.

>>Project planning and Marketing Department 2016. 3 – 2018. 3・Posted hotel information on Facebook, advertised some events on Instagram,・In charge of direction of taking hotel promotion photos.・Highly skills in creating a web banner using illustrator.・Responded customer reviews, 98% replied. From the reviews, Found out what are customer’s true wants or needs and created an action plan based on my analysis and executed it ・Supervised or create hotel brochure and flyer, poster etc.・Planed seasonal event and provide some ideas for decoration of the lobby.・Proofread articles in travel magazine or guide book.・Updated and ran hotel’s website regularly,

>> Reservation and Customer desk 2014. 4 – 2016. 2・Handle 70+ phone calls from customer daily with other duties, also correctly handled business phone calls and directed to appropriate recipients. ・Provided support for making a room reservation, arranging any kinds of tickets for UNIVERSAL STUDIOS JAPAN. ・Took care of guest’s problem and responded customer’s request by phone or e-mail.・Managed and updated personal information (birthday or food allergy etc.) using a computerized reservations system, received about 1400 daily. ・Trained 2 new employees on how to manage reservation, sell room, enter the accommodation date into the system. ・Investigated and resolved customer complaints. ・Improved cancellation procedure: Suggested all customers who stay more than 3 days, pay room charges as a deposit through PayPal in advance, in order to decrease “no show” reservations.