Hubert Wong Email & Phone Number

Kuala Lumpur, My

Federal Territory Of Kuala Lumpur, Malaysia

As an Customer Support Associate, I am responsible for driving growth and customer satisfaction within the North American market. I drive operational excellence by managing high-impact transactions, ensuring compliance, and optimizing support processes. I collaborate closely with cross-functional teams to resolve complex customer issues, refine operational procedures, and enhance overall customer satisfaction. My role involves data-driven analysis to identify process improvements and implement automation solutions.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

In my current role as a Customer Service Team Lead, I lead and motivate a team of agents to achieve performance targets and consistently deliver excellent customer service. I provide ongoing coaching, mentoring, and feedback to team members to enhance their skills and overall performance. Fostering a positive and collaborative team culture is a key focus of mine as I promote high engagement and morale. I actively monitor and analyze team performance metrics, ensuring adherence to quality standards and key performance indicators (KPIs). Conducting regular performance reviews and setting clear expectations for team members, I ensure that the team consistently meets and exceeds customer satisfaction goals. Proactively identifying trends and areas for improvement based on data and customer feedback, I take measures to enhance the overall customer experience. My collaboration with relevant stakeholders is crucial for identifying opportunities that help me drive process improvements and efficiency gains. Facilitating clear and effective communication within the team and with other departments is an essential element of my workflow. Serving as a point of contact between my team and management, I provide regular updates on team performance and challenges. I ensure that team members adhere to company policies, procedures, and regulatory requirements, while identifying and mitigating potential risks related to customer interactions and data security. As a team player with a clear understanding of the company's code of conduct, I actively contribute to maintaining an engaging, dynamic, and compliant work environment.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

As a Rotational Coach, my role was integral to the success of our new hire training programs, encompassing Classroom Training, Apprenticeship, and On-the-Job Training. In this dynamic position, I actively contributed to the management of class dynamics, ensuring optimal participation and engagement. My expertise in the subject matter, coaching skills, training and learning aid preparation, and application of adult learning principles helped shape the learning experiences of our participants.I was also involved in compliance and quality monitoring, gathering and analyzing data to creating personalized development plans for each new hire, as well as reporting on the each new hire's performance metrics, strengths, and opportunities weekly.One of the highlights of my time in the role was achieving the American Express Tribute Award for Driving Collaboration (USCEN KL OJT Class 16.)

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

As a Senior Customer Service Specialist at American Express, I provided world-class customer service to the US market. My role involved addressing customer inquiries and concerns via calls, utilizing a customer-first approach to build valuable client-brand relationships. I excel in understanding customers' current and future needs, ensuring first contact resolution, and negotiating positive outcomes. I take pride in utilizing a consultative approach, fostering meaningful connections with customers that extend beyond immediate problem-solving.