Mandy H. Email & Phone Number

Hong Kong Sar

Kuala Lumpur, Malaysia

• Training new hires and existing employees in product & system knowledge, call handling and professional customer service skills and sales techniques• Maintain a high quality of sales and service skills by conducting call audit on scorecard review• Prepare sales/ campaign /advisor performance report and other work documentation in time• Deliver real time monitoring on the floor quality to avoid potential complaint and provide comprehensive and accurate solution.• Provide IT/system support by working closely with Oracle and Cloud-based dialler support team to deliver seamless daily business operation

Kuala Lumpur, Malaysia

• Manage dialler activities – upload leads / campaigns activation / dialler dashboard monitoring etc. to ensure smooth daily operation and reporting to line manager• Prepare weekly sales report and present in conference call to discuss and implement new strategy further enhancement based on daily outbound activity• Ad-hoc duties : Served walk-in customers / ACCA member to assist on enquiries or complaints if necessary• Ecaluate calls via Quality Assurance for QA scoring and report directly to stakeholders in the UK and call centre manager. • Additional task assigned to manage and monitor agents including agents’ actual call activities, talk time, wrap up time, and disciplinary of break time based on predetermined schedulesChallenges/Achievements: After a year of outstanding performance I was giving an opportunity to promote as team caoch to led the outbound team.

• Attend outbound calls and inbound emails to pre-prospect (New students registering for ACCA), prospect (Warm leads for completing registration), affiliates, members of ACCA to provide detailed information on ACCA qualifications, updates, payment and exam entry• Retain existing ACCA member through various campaign (i.e.: Retention /Winback/Detractor) • Recruit students from global scale covered all countries in Middle East and Asia region. • Strive to meet personal and team target for sales campaign as well as non-sales campaigns Challenges/Achievements: I was being hired for a pilot project under ACCA UK as a pioneer in-house outbound call centre advisor. I had achieved the highest student recruitment record (945 sales/month) and maintained as a top performer for months. From Dec 2015 to Oct 2016 in absence of Call Centre Manager, I was appointed to overseen the call centre operation with remote and minimal supervision to led a team of 11 advisors to perform and deliver targets set by each markets within the stipulated time frame. After a year of outstanding performance I was giving an opportunity to promote as Level 2 to pursue my career.

Kuala Lumpur

• Handled Financial Advisor and B2C investors' inquiries and transnational needs via phone, email and Live Chat services effectively, efficiently and accurately• Manage and provide customer service for 5 different platforms simultaneously (B2B, B2C, iGP-prestige investors, Pensions, Vertec) • Assist manager on platforms’ enhancement and UAT • Consolidate investors' feedback and achieves competitive advantage in service and user-friendliness of platforms' website• Offers solutions to client's problems and handles conflict/complaint effectively• Liaising with appropriate departments to resolve issues brought up by clients

Federal Territory Of Kuala Lumpur, Malaysia

• Deal with foreign and local clients on cold room storage management and rental settlement • Schedule and tracking shipment logistic• Manage inventory and stock keeping according to stock management guidelines • Responsible for quality stock control, including proper storage and packaging of stock inventory• Tracking products through depots to all shipment are on schedule• Control and manage cold-room temperature• Manage administrative stock management documents as per procedure, ensure inventory info are updated with actual stock movement to reflect the latest stock levels