Looking for a job

Jeremy Liew

@jeremyliew

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I've worked in Banking, Telecommunication, Online Game, Insurance and F&B industries

Malaysia

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What I'm looking for

A company that accepts idea and changes. Not bound to traditional textbook method in doing business. I like to improve processes wherever I go.

I have work in a wide range of industries such as Banking, Telecommunication, Online Game, Insurance and F&B mainly either as customer service or as a business consultant

Experience

Work history, roles, and key accomplishments

Customer Service Manager

MSIG Insurance

Apr 2016 - Jul 2020 (4 years 3 months)

• Built the contact centre up from scratch
• Won the Malaysia’s MSIG Innovation Award (RM18,000)
• Won the Regional MSIG Innovation Award (SGD5000)
• Reduced the historical abandon rate from 80% to 20%
• Increased revenue by over 250% from 2016 – 2017
• Increased revenue by 100% in first half of 2018

Finance User Experience Business Development Customer Experience Human Resources Backend Development

Business Consultant

Brandt International

Nov 2015 - Mar 2016 (4 months)

• Liaise with clients on process and service improvement plans
• Develop business plans and establish budget for attaining target results within agreed budget constraints
• Oversee the day to day operations of the call center
• Designing process flows, scripts, SOP and reporting templates based on 6 sigma foundation

Consulting

Manager

UOB Bank

Oct 2014 - Oct 2015 (1 year)

• Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations
• Carrying out needs assessments, performance reviews and cost/benefit analyses
• Ensuring all relevant communications, records and data are updated and recorded
• Reviewing the performance of staff, identifying training needs and plannin

Management Customer Service

Assistant Operation Manager

Symphony BPO

Nov 2009 - Feb 2014 (4 years 3 months)

• Liaise with clients on service improvement plans
• Business opportunity proposal to clients
• Develop business plans and establish budget for attaining target results within agreed budget constraints
• Oversee the day to day operations of the call center
• Conduct workload forecasting, designing process flows and performing work force scheduling for both Team Leaders and employees

Management Technical Support Customer Support

Business Development Manager

Zeltrans BPO

May 2005 - Oct 2009 (4 years 5 months)

• System testing
• Planning and execution of new patch updates
• Localization of languages
• System monitoring for backend coding with programmers
• Liaise with Clients on system development and access existing system capability to accommodate the upgrade from v1.5 to v2.0
• Manage web content on main site, 3 other Affiliate sites
• System administrator for backend system to approve affiliate appl

Proofreading Business Development Quality Assurance CRM Management