Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Interests
Timeline
Generic
Paul Tee Kian Peng

Paul Tee Kian Peng

CSR Lead At CBRE GWS Sdn Bhd
Petaling Jaya,SELANGOR

Summary

Experienced Operations Lead with a proven track record in the commercial real estate industry. Proficient in Operations Management, Call Center Development, Facility Management (FM), Customer Relationship Management (CRM), and Workforce Management. Passionate about optimizing processes and enhancing customer satisfaction through strategic leadership and effective team management. Dedicated to driving operational excellence and achieving business objectives through innovative solutions and continuous improvement initiatives.


With proven ability to lead and mentor customer support teams. Successfully managed team operations to enhance customer satisfaction and streamline processes. Demonstrated strong conflict resolution and communication skills.


With proven record of enhancing customer satisfaction and streamlining support processes. Managed team to deliver consistent, high-quality service and resolve customer issues efficiently. Demonstrated ability in team leadership and problem-solving.

Overview

14
14
years of professional experience
9
9
years of post-secondary education
5
5
Certifications
4
4
Languages

Work History

Customer Support Team Lead

CBRE Asia Pacific
04.2016 - Current
  • Managing call center for support and maintenance services in Oil & Gas Sector
  • Ensuring service delivery on par and align with client's requirement
  • Engaging with level 3 contractors to ensure facilities provided on site
  • To achieve KPI that required by client from time to time basis
  • HSSE and Compliance to be in-forced all the time
  • Develop relationships with internal and external client counterparts
  • Develop CSAT and create improvement plan
  • Leading 4 team members that develop customer service experience and skills
  • Assessing and providing measurable and achievable KPI
  • Achieving Service Delivery matrix
  • In-charge in recruitment process and training nor supports
  • Managing 3 clients from market: Malaysia, Singapore, Hong Kong

Workforce Management Analyst

Aegis Software Corporation
01.2014 - 01.2016
  • Allocating and workforce optimization
  • To ensure Interval Compliance are achieved from day to day
  • Real Time monitoring and ensure call center operations are adhered to planned schedule
  • Planning for allocating workforce and seek recruitment for any project expansion
  • Managing a small group workforce to ensure all the markets have full supports on full coverage basis in terms of Real time monitoring, alarm on Interval Compliance if its failing and escalation supports such as IT issue or system tools issue that required to escalate to client's sector or another levels of professional.
  • Markets manpower headcount: Japan (30-40), Korea (40-50), Hong Kong (40-50), China (10-20), Asia (20-30)

Contact Center Specialist

Symphony House
01.2012 - 01.2014
  • To control volume of Service Request and Trouble Ticket under green zone nor client's expectation
  • Prevent lapses and ensure SLA is delivered within the metrics
  • To apprehend and neutralize tickets or request from customer that been mismanage from the first tier: Breach in non compliance, Breach in zero tolerance policy, Cases that been handled in unprofessional way from first tier
  • Analyze consumer behaviors in terms ideas to satisfy needs and the impacts that these processes have on the consumer and deliver data to clients
  • Managing a team and also forming strategies to prevent volumes of SR and TT increases.
  • Providing data and tackling for the root cause on why and how this cases could end up in critical severity.

Education

Business Studies And Law

Kolej KDU
Damansara Jaya
04.2001 - 01.2010

Skills

Facility Management (FM)

Certification

Building Business Relationships

Accomplishments

  • Achieved Service Level Agreement through effectively helping with improving process by AHT and APT management
  • Collaborated with team of 2 in the development of CBRE MyService Web Portal Project and resolved product issue through consumer testing.
  • Supervised team of 3 staff members with total of 7 team member which 4 of them has been internally promoted to other account
  • Achieved 80% score for Customer Survey Index. Resolving customer's feedback with efficiency.

Interests

Football

Pickleball

Hiking

Timeline

Customer Support Team Lead

CBRE Asia Pacific
04.2016 - Current

Workforce Management Analyst

Aegis Software Corporation
01.2014 - 01.2016

Contact Center Specialist

Symphony House
01.2012 - 01.2014

Business Studies And Law

Kolej KDU
04.2001 - 01.2010

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Paul Tee Kian PengCSR Lead At CBRE GWS Sdn Bhd