Menchun Wong
Pulau Pinang,Malaysia
Summary
Passionate, engaging, and attentive customer service specialist trained in conflict resolution and communication. Tons of experience with picky clients who need to fulfill their requirements within their budgets .Seeking to leverage interpersonal skills to build customer loyalty for your company.
Overview
15
15
years of professional experience
Work History
Senior Customer Relationship Executive
Runningman Corp
12.2018 - Current
- Developed customized strategies for individual clients to meet their unique needs and goals.
- Improved customer satisfaction ratings by proactively addressing concerns and implementing solutions.
- Managed a portfolio of key accounts, ensuring client retention and fostering long-term partnerships.
- Conducted quarterly reviews with clients to maintain open lines of communication and gather valuable feedback for improvement purposes.
- Implemented CRM software effectively, increasing efficiency in tracking customer interactions and managing follow-ups systematically.
- Delivered informative presentations at client meetings, demonstrating thorough knowledge of products/services while effectively addressing questions or concerns.
- Served as the primary point of contact for VIP customers, guaranteeing a high level of personalized attention and support.
- Reduced churn rate by swiftly resolving any issues or disputes between the company and its clients.
- Assisted in creating marketing materials that showcased product offerings clearly and persuasively, driving increased interest from prospective customers.
- Initiated upselling opportunities through regular check-ins with clients, driving revenue growth.
- Analyzed customer data to identify trends and patterns, informing strategic decision-making processes.
- Trained junior staff on best practices in customer relationship management, improving overall team performance.
- Evaluated customer feedback to identify areas for improvement, implementing changes as necessary to enhance overall satisfaction levels.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Launched quality assurance practices for each phase of development
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Senior Operations Executive
Cls Decor Sdn.Bhd
02.2012 - 09.2018
- Oversee the activities of workers
- Hire, train and evaluate new employees
- Prepare reports for senior management and ensure the department complies with company policies
- Performance evaluation for workers
- Identify and target for business opportunities
- Acquire and manage the new clients' accounts
- Develop and set up for the relevant products including pricing, improvements and renewals
- Follow up the new leads and quotations
- Coordinates among the clients and the internal departments to meet customer expectations
- Gather customer feed back and proposing improvement to the relevant departments
Payment Officer
Transparamount
11.2011 - 02.2012
- Account management
- Responsible for analyzing the financials of the bank and support sector
- Ensure compliance to the company's policy relating to the cost management
Customer Service Assistant
Transparamount
06.2011 - 11.2011
- Handle the incoming calls from the customers and respond to the customer queries, doubts, and complaints satisfactorily
- Provide the customers with the information about the products, its features, advantages and competitive edge over other products in the market
- Make note of the consumer complaints and take immediate corrective actions against the complaint. Call back the customer to ensure his satisfaction with the corrective measures.
- Prepare weekly and monthly reports, giving details of customer calls made
Casino Croupier
Genting Malaysia Berhad
04.2010 - 04.2011
- takes the bets and pays out the money to the winners
- conducts and co-ordinates the activities on a gambling table
Education
Diploma - Computer Science/Information Technology
Multimedie University
06.2008
SPM - Sciences
Sekolah Menengah Kebangsaan Sultan Badlishah
12.2004
Skills
- Effective communication skills
- Customer relationship building
- Effective customer engagement
- Effective multitasking
- Proficient in managing pressure situations
- Versatile in dynamic environments
- Analytical decision making
- Rapid learner
- Product knowledge
- Positive and constructive feedback
- Effective workflow management
- Call center operations
- Persuasive
Languages
English
Mandarin
Cantonese
Bahasa Melayu
Hokkien
Timeline
Senior Customer Relationship Executive
Runningman Corp
12.2018 - Current
Senior Operations Executive
Cls Decor Sdn.Bhd
02.2012 - 09.2018
Payment Officer
Transparamount
11.2011 - 02.2012
Customer Service Assistant
Transparamount
06.2011 - 11.2011
Casino Croupier
Genting Malaysia Berhad
04.2010 - 04.2011
Diploma - Computer Science/Information Technology
Multimedie University
SPM - Sciences
Sekolah Menengah Kebangsaan Sultan Badlishah
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