Ryan Eng Email & Phone Number

Petaling Jaya, Selangor, Malaysia

Perform customer support and sales operations to enable membership growth and sales to the large organizations. Use customer service and technical skills promptly to ensure concierge service data accuracy and sales promotions.

Petaling Jaya, Selangor, Malaysia

Responsibilities: • Provide support to US and UK markets through email platform using subject matter expertise on Service Center's policies and procedures. • Answer general inquiries and guide members/students to resolve technical issues encountered with web accounts, memberships or subscriptions, payment related issues and company published software or CPE learning material. • Documentation of relevant information/transactions related to each customer contact in various systems. • Collaborate with immediate and partner teams to resolve member/customer issues. • Collaborate with partner teams to answer concerns or complete ad hoc tasks. • Occasionally oversee team members during working hours and escalate any relevant concerns or customer requests to management.Accomplishments: • Consistently achieved top 3 highest in qualitative and quantitative service level metrics for Service Center team in KL Hub. • Initially started providing support to US markets only, nominated for and underwent cross-training to support UK markets approximately 6 months after joining the team (circa November - December 2019). • Appointed to deputize Associate Manager for Service Center's team in KL Hub, in the event of Associate Manager's absence.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Responsibilities: • Provide support to US and UK markets through email platform using subject matter expertise on Service Center's policies and procedures. • Answer general inquiries and guide members/students to resolve technical issues encountered with web accounts, memberships or subscriptions, payment related issues and company published software or CPE learning material. • Documentation of relevant information/transactions related to each customer contact in various systems. • Collaborate with immediate and partner teams to resolve member/customer issues. • Collaborate with partner teams to answer concerns or complete ad hoc tasks. • Occasionally oversee team members during working hours and escalate any relevant concerns or customer requests to management.Accomplishments: • Consistently achieved top 3 highest in qualitative and quantitative service level metrics for Service Center team in KL Hub. • Initially started providing support to US markets only, nominated for and underwent cross-training to support UK markets approximately 6 months after joining the team (circa November - December 2019). • Appointed to deputize Associate Manager for Service Center's team in KL Hub, in the event of Associate Manager's absence.

Selangor, Malaysia

Responsibilities: • Provide support through livechat and email platforms and handle any customer walk-ins as per Standard Operating Procedures. • Answer general enquiries and guide customers to resolve technical issues encountered with account registration, payment related issues and company published games or software. • Verify and test reported in-game/in-client bugs and issues for escalation to game operation or software development teams. • Oversee team members during shifts and inform managment of any concerns. • Complete ad hoc tasks assigned by management, software development or game operations team.Accomplishments: • Started handling and processing Garena account info changes and payment channel issues by February 2016. • Appointed as main point of contact between Singapore and Malaysia (SAM) customer service team and Malaysian game operations team by February 2016. • Responsible for writting and submitting monthly reports, and holding monthly meetings with game operations team to discuss impact of game related changes or issues. • After briefing with game ops, tasked with writing internal customer service team FAQs for upcoming in-game events regarding event mechanics, rewards, and other relevant details. • Given responsibility to create new or change established Standard Operating Procedures regarding support for game or software related issues as needed.