Che Wan CMY

Led a team of 20 to achieve increase in productivity. Delegated tasks effectively to optimize workflow, resolved conflicts, and motivated team members to exceed performance goals.

Attended inbound calls from North America, performed first-level troubleshooting, and raised tickets for second-level support. Handled priority tickets and monitored agent availability to ensure SLA.

Conducted content moderation policy training for a large MNC project. Performed root cause analysis and training needs analysis, conceptualized training materials, and prepared assessments and reports.

Performed knowledge transfer for a new account and provided technical and product training for new hires. Managed knowledge-based articles and acted as process analyst to close process gaps.

Conducted systems analysis and design, provided processes for agents, and proactively sought improvements to service support. Coordinated process training and supported leadership initiatives.

Attended inbound calls and handled inquiries regarding bank products, logged complaints, and assisted with troubleshooting and transaction discrepancies. Liaised with second-level departments for distress matters.

Attended inbound calls and handled inquiries regarding bank products, especially credit cards. Logged complaints, assisted with banking issues, and cross-sold bank products.

Sold bank and government products, attended to customer inquiries, and opened savings and current accounts. Processed documentation and ensured compliance with Anti-Money Laundering Act.

Attended inbound calls, assisted customers with internet connection issues, and created complaints for technician assistance. Made outbound calls to obtain feedback.