Open to opportunities

Lynn User

@lynnuser3

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Experienced customer support leader with 7+ years in management.

Malaysia

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What I'm looking for

I seek a role that values inclusive leadership and offers opportunities for team development and operational excellence.

I am a dedicated Customer Support Team Manager with over 7 years of experience leading high-performing, multicultural teams across the APAC region. My expertise lies in SaaS startups and global MNCs, particularly within the fintech, tech, and hospitality sectors. I have a proven track record of scaling operations and driving service excellence in both B2B and B2C environments.

At the London Stock Exchange Group, I successfully built and scaled a customer support team for the Greater China markets, managing complex customer issues during major fintech outages. I am passionate about inclusive leadership and team development, having led DEI initiatives and workplace culture enhancement projects. My previous roles include leading customer care teams at StoreHub and Shangri-La Hotels, where I implemented effective workflows and achieved high customer satisfaction ratings.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Team Manager

Current

London Stock Exchange Group

Jan 2023 - Present (2 years 6 months)

Built and scaled customer support team in Kuala Lumpur for Greater China markets. Managed complex customer issues during major fintech outages and led operational excellence. Streamlined case resolution processes and drove service alignment.

Customer Support Operations Remote Team Management Talent Acquisition Operational Excellence Fintech

Customer Care Team Lead

StoreHub Malaysia

Jan 2021 - Oct 2023 (2 years 9 months)

Built and led B2C and B2B support teams across Malaysia and the Philippines, overseeing onboarding, performance, and career development. Handled high-value merchant escalations, designed workflows, and launched inbound voice support from scratch.

Customer Care Team Leadership B2B Support Escalation Management Workflow Design CSAT Technical Support

Operations Team Leader

Shangri-La Hotels and Resorts

Jul 2018 - Nov 2020 (2 years 4 months)

Led contact center operations across 6 hotel properties in Southeast Asia, managing 9 direct reports and supporting 30 agents. Initiated center-wide recognition and training programs, and served as Duty Manager handling urgent guest complaints.

Training Guest Complaints Hiring Coaching

Customer Care Professional

American Express

Jul 2016 - Jul 2018 (2 years)

Achieved Best Customer Care Professional and Top 20 Ranking, delivering 100% CSAT and highest accuracy in financial adjustments. Handled complex and high-level customer complaints and escalations, and delivered new credit card product briefing and training.

Customer Care CSAT Product Training Escalation Management

Education

Degrees, certifications, and relevant coursework

Coventry University

Bachelor of Finance (Honours), Finance

Completed a dual award program, earning a Bachelor of Finance with Honours. This program provided a comprehensive understanding of financial principles and practices.

Tunku Abdul Rahman University College

Bachelor of Finance and Investment (Honours), Finance and Investment

Obtained a Bachelor of Finance and Investment with Honours. This degree focused on in-depth financial analysis and investment strategies.

Tunku Abdul Rahman University College

Diploma in Finance and Investment, Finance and Investment

Earned a Diploma in Finance and Investment, building foundational knowledge in financial markets and investment techniques. Was a recipient of a full scholarship.