• Ensure seamless completion of calls for Telco and Charities, maintaining high standards of service and professionalism.• Generate daily, weekly, and monthly reports, meticulously detailing key performance metrics and insights for Management and Marketing Offices.• Collaborate with team members to address any emerging issues, providing support and assistance as needed.• Prepare Authorization Letters promptly upon request from the Marketing Office, ensuring accuracy and compliance with company policies.• Manage and assist in the escalation process across all communication channels, resolving customer concerns efficiently and effectively.• Produce reports as required by the Customer Service Manager, meeting deadlines and delivering actionable insights to support strategic decision-making.• Provide backup support to team members, ensuring continuity of operations and delivering exceptional service even during peak periods.

ART IS FAIR – FAHRENHEIT 88• Collaborated closely with owner Dato Sri Bernard Chandran and Mr. Andrew Yap.• Orchestrated the curation of art displays at BOOKXCESS locations including REX KL, MYTOWN, and LALAPORT.• Coordinated with F88 building management to secure approvals and permits for all Gallery contractors.• Executed daily sales transactions with precision and efficiency.• Oversaw invoicing procedures and maintained regular communication with the Accounts department.• Conducted reconciliation of daily sales reports and facilitated bank deposits at the close of each day.• Ensured daily cleanliness and organization of the gallery, including dusting shelves and arranging merchandise.• Managed restocking of sales merchandise, particularly books, as required.• Assisted in the receiving process of new inventory and its display within the inventory system.• Undertook various miscellaneous tasks as delegated.• Managed all travel arrangements for visiting curators and gallery visitors.

• Oversee day-to-day operations, including staff management, goal setting for store objectives, administration, customer service initiatives, human resources, and product sales.• Prepare and present budgets and expenditure reports to Regional Retail Manager, Head of Department (HOD), and General Manager Retail.• Recruit, train, and support Regional Retail Managers and HODs, conducting regular performance evaluations for lower-level management staff.• Evaluate local market conditions to identify sales opportunities and trends.• Ensure store adherence to budget and sales targets, implementing improvements or adjustments as necessary and providing comprehensive reports to upper management.• Maintain compliance with safety, health, and business regulations, upholding company standards and promptly addressing customer and employee satisfaction concerns, reporting to Regional Retail Manager, HOD, General Manager Retail, or relevant departments.• Collaborate with Regional Retail Manager, HOD, and Marketing team to plan events, campaigns, advertising initiatives, and other marketing activities for the assigned store.• Monitor store supervisors to ensure achievement of business goals and revenue targets, maximizing company profits.• Fulfill any additional projects or responsibilities assigned during employment.

• Ensure consistent and excellent service delivery by all team members, maintaining uniform assistance and problem-solving approaches.• Uphold exceptional customer support standards to meet and exceed customer needs while ensuring high satisfaction levels.• Address product or service issues promptly by understanding customer concerns, identifying root causes, and providing effective solutions, ensuring swift resolution and follow-up.• Identify potential products or services that align with customer requirements through thorough data collection and analysis, and recommend them to management.• Effectively manage high volumes of inbound communication channels such as calls, emails, mail, and social media to address and resolve customer complaints.• Serve as the primary point of contact for customer inquiries and complaints, striving to exceed expectations and foster positive customer interactions as a dedicated Customer Service Practitioner.

• Facilitated Customer Project Management, fostering customer engagement with the product, cultivating familiarity, and establishing a competitive customer service advantage across multiple projects to meet project objectives.• Oversaw, mentored, and led a team of three employees from 2018 to 2020.• Conducted comprehensive training sessions for the Customer Service team (Crew) in various locations including Pakistan, Taiwan, Indonesia, Korea, Thailand, Myanmar, and Malaysia (KL Sale).• Training encompassed proficiency in Excel database management, Xilnex operations, and FAQ procedures.• Developed tailored questionnaires for each event in close collaboration with the marketing team.• Analyzed customer survey data post-event to provide valuable insights.• Monitored the performance of part-time staff during events, addressing daily tasks and managing customer complaints effectively.

Asia Pacific (APAC):• Acted as the Single Point of Contact (SPOC) for incident management across 10 accounts, providing 24x7 support via both call and email channels, adhering to established call and email handling protocols and ticket logging procedures.• Ensured prompt and high-quality responses to emails, maintaining the highest standards of customer service.• Diligently logged all tickets into the Remedy system with precision and accuracy, escalating them to the appropriate level within agreed Service Level Agreements (SLAs).• Proactively followed up on pending tickets, ensuring timely updates on progress and resolution until closure.• Generated daily, weekly, and monthly reports, as well as ad hoc reports upon customer or engineer request.Malaysia:• Serve as the primary point of contact (SPOC) for customer inquiries and support related to our product line, including servers, POS systems, notebooks, LCD screens, and key phones.• Manage SEM (Support Escalation Management) incidents, ensuring timely escalation to the appropriate support levels (ASP or T2) and facilitating ticket resolution within SLA parameters.• Coordinate SEM activities with the commercial team, ASP, and logistics department to ensure all necessary tasks are completed and SLAs are met.• Compile IMAC (Install, Move, Add, Change) job orders as documentation for the billing process, providing evidence to the commercial team.• Monitor and ensure timely submission of PM (Preventive Maintenance) exercise documents, adhering to SEM's requirements for PM reports.• Track and update SEM assets across all stores during PM exercises.• Act as a helpdesk for AEON Fantasy, logging and tracking out-of-service (OOS) tickets for game machines and submitting daily reports.• Ensure all reported faults are logged in the ASTEA system within SLA timelines.For full list of responsibility, let's connect!

- Handling inbound calls from candidates and assist them for their test registration.- Manage candidate inquiries/complaints via telephone, email and provide solutions immediately.- Escalate unsolved cases to relevant departments for resolutions and follow up.

• Handles all calls from CELCOM customers (telephone and e-mail), • Provide direct marketing and sales support to distribution sales organization • To respond, to solve and to assist troubleshooting to the customers for the problem and the connection error.