Lawrence Kayang

I’m a customer service professional with 1+ years of experience supporting customers across fintech and retail environments through email, chat, phone, WhatsApp, and digital channels. I focus on resolving customer inquiries, managing order-related concerns, and delivering professional, customer-focused support across multiple touchpoints.

In my recent role as a Complaint Resolution Officer at The Alternative Bank, I managed high-volume customer interactions, investigated concerns, and coordinated timely solutions with Operations, Compliance, and support teams. I maintained accurate customer records and case documentation in Freshdesk and JOY CRM, provided proactive updates throughout each resolution, and escalated sensitive issues when needed.

Previously, as a Customer Service Executive at Cellar Central Limited, I handled 30+ daily customer interactions across phone, email, WhatsApp, and social media, while logging details into CRM systems for continuity. I also bring strong communication and attention to detail, with additional training in virtual assistant work, project management, and human resource management.