Soo Kien Seng Email & Phone Number

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Experience in managing LOBs that provide phone, chat & email customer support to Mandarin market such as China, Taiwan & Hong Kong.• Managing agents’ performance, KPI, attendance & absenteeism etc. Ensuring throughput of each agent utilizes effectively.• Review, create and implement operation workflow time to time to enhance daily operation.• Managing client engagement by SOW compliance and achieving client targets (CSAT, HR, SL, AHT, MPI etc). Weekly & Monthly Business Review… Show more • Experience in managing LOBs that provide phone, chat & email customer support to Mandarin market such as China, Taiwan & Hong Kong.• Managing agents’ performance, KPI, attendance & absenteeism etc. Ensuring throughput of each agent utilizes effectively.• Review, create and implement operation workflow time to time to enhance daily operation.• Managing client engagement by SOW compliance and achieving client targets (CSAT, HR, SL, AHT, MPI etc). Weekly & Monthly Business Review with clients.• DSAT scrubbing, coach agent once identified area of improvement.• Coordinating weekly team huddle and monthly 1 to 1 performance review with agent, provide feedback & motivate agent once identify area to improvement.• People management, development and continuous improvement. New hire management. Organizing team building.• Drive client metrics & customer satisfaction together with Quality Team.• Leading the team to achieve COPC certified. Show less

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Work as a Team Leader apprentice while delivering quality task as a Sr. Quality Evaluator.• Handling 2 different LOBs in term of operation that provide phone & email support.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Handling 3 different LOBs that provide phone & email support from quality perspective.• Create, implement and enhance the workflow SOP time to time.• Monitoring agent’s calls, email transaction and case management following internal & client’s standard.• Provide coaching & feedback to agent in terms of case management or call handling quality once identify area to improvement or at least once in a month.• DSAT analysis. Prepare monthly QA insight to operation team.• Drive… Show more • Handling 3 different LOBs that provide phone & email support from quality perspective.• Create, implement and enhance the workflow SOP time to time.• Monitoring agent’s calls, email transaction and case management following internal & client’s standard.• Provide coaching & feedback to agent in terms of case management or call handling quality once identify area to improvement or at least once in a month.• DSAT analysis. Prepare monthly QA insight to operation team.• Drive client target together with operation team from quality perspective.• Present from quality perspective during WBR with clients.• Others: Provide training to QA apprentice | Monthly Knowledge Check | FMEA | Coach Review | Calibration | Agent Performance Improvement Plan Show less

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Handling inbound calls, provide after sales service in order to deliver customer satisfaction.• Responsible in assisting trainer to deliver monthly knowledge check test for the whole team.• Assist in transaction monitoring as a Quality Assurance apprentice, ensure the calls quality meet client’s expectation.

Kuala Lumpur, Malaysia

• Consults client in terms of social media branding and campaign.• Bring up all the resources and ensure the project goes well.• Analyse data collect from the project and do adjustment to ensure maximum result.• Project handled: - [HonestBee Malaysia] (Chinese New Year Video 2018)- [SWS 28 Medical Sdn Bhd] (New Product Launching) - [JDX Tea Distributors Sdn Bhd] (Mooncake Campaign) - [Eu Yan Sang] (Member Day Campaign) - [JKI International Berhad] (New Property… Show more • Consults client in terms of social media branding and campaign.• Bring up all the resources and ensure the project goes well.• Analyse data collect from the project and do adjustment to ensure maximum result.• Project handled: - [HonestBee Malaysia] (Chinese New Year Video 2018)- [SWS 28 Medical Sdn Bhd] (New Product Launching) - [JDX Tea Distributors Sdn Bhd] (Mooncake Campaign) - [Eu Yan Sang] (Member Day Campaign) - [JKI International Berhad] (New Property Launching) - [Dermique Cosmeceutical Sdn Bhd] (Package Promotion) Show less

Kuala Lumpur, Malaysia

De One (W) Group Sdn Bhd's E-platform - MyMore Online Shopping Mall.Besides an electronic marketplace, MyMore Online Shopping Mall is also an Online Marketing company specialize in O2O (Online to Offline) business model, who helps to increase clients' brand awareness over the Internet.Job responsibilities include:• Develops and execute monthly marketing campaign. 22% growth of Facebook Page Like in 1 month.• Responsible for creating social media page content.•… Show more De One (W) Group Sdn Bhd's E-platform - MyMore Online Shopping Mall.Besides an electronic marketplace, MyMore Online Shopping Mall is also an Online Marketing company specialize in O2O (Online to Offline) business model, who helps to increase clients' brand awareness over the Internet.Job responsibilities include:• Develops and execute monthly marketing campaign. 22% growth of Facebook Page Like in 1 month.• Responsible for creating social media page content.• Recruit, interview and train potential candidates to develop company's marketing department.• Video production, include shooting and editing. Show less

Selangor, Malaysia

• Updating the market place information and trend by complete 40 outbound calls every day.• Ensure close at least 5 potential clients a week through outbound calls.• Review revenue on quarterly basis, ensure at least 5% growth for the following periods.• Set at least 20 visit appointments per week for account manager.• 90% email response and escalation rate on daily basis.

Selangor, Malaysia

• Assist in updating customer information and needs via doing 40 outbound calls daily.• Key in or creating at least 100 customer profiles into database daily. • Collect at least 6 potential leads by whole day outdoor cold calling occasionally.• Assist marketing department to fill in at least 50 consignment notes and gifts packaging occasionally.

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General

Dual Awards Program with 3 month study abroad experience

Bachelor'S Degree, International Business, Cgpa 3.4

Spm, Arts Stream