Alex Kong
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Experience Specialist
Roche Services (Asia Pacific) Sdn. Bhd
Petaling Jaya
05.2021 - Current
- Managed a team of customer service representatives , providing guidance and support to help them reach their full potential.
- Reduced employee turnover by fostering a positive work environment that encouraged open communication and personal growth opportunities.
- Enhanced cross-functional collaboration by working closely with finance, compliance, and accounting team to resolve escalated issues quickly.
- Spearheaded process improvements that led to increased accuracy in issue resolution while maintaining exemplary levels of customer service.
- Created detailed reports on team performance metrics , identifying areas for improvement and implementing action plans to address them.
Medical Specialized Interpreter
GP Outsourcing Asia Sdn. Bhd.
Malaysia (Remote)
05.2020 - 04.2021
- Utilized active listening skills and cultural sensitivity to convey accurate interpretations.
- Maintained message content, tone, and emotion as closely as possible.
- Collaborated with other interpreters to cross-check accuracy of interpretations.
- Assisted in development of terminology glossaries and other resources to help grow vocabulary in source and target languages.
Education
Bachelor's Degree in Business - Financial Risk Management - Risk Management
Victoria University
Melbourne Australia07.2019
Skills
- Team Management
- Coaching and Mentoring
- Feedback Delivery
- CRM Software
- Trend Monitoring
- Issue and Complaint Resolution
- Quality Control
- Customer Relationship Management (CRM)
- Process Improvement
- Workforce Management
Websites
Accomplishments
- Supervised team of 8 Mandarin Supports.
- Used Google Sheet to develop Back-Up ticket tracking spreadsheets.
- Collaborated with team of 6 in the development of IT-FinProc Collaboration Project.
- Achieved 100% financial posting (T&E) through effectively helping with SAP S/4 Hana deployment.
- Achieved "Employee of the Month" by providing top-notch service quality and efficiency.
Certification
- Lean Six Sigma White Belt - Roche
- ITIL 4 Awareness Training - Roche
- Lego Scrum Training - Roche
Languages
English
Bilingual or Proficient (C2)
Chinese
Bilingual or Proficient (C2)
Malay
Intermediate (B1)
Projects
IT Fin Proc (Integration of IT, P2P, and T&E Departments)
Lead Trainer and Collaboration Specialist, 12/01/22 - 12/01/23.
- Enhanced operational efficiency by fostering a collaborative environment, resulting in a significant reduction in ticket resolution times and improved service levels.
- Developed and delivered comprehensive training programs for IT and P2P departments on T&E business processes.
- Collaborated with departmental trainers to create and maintain a unified 'Knowledge Article,' ensuring all three departments have access to a master file of systems and processes.
- Coordinated and led workshops, training sessions, and knowledge-sharing meetings to enhance understanding and cooperation among departments.
- Facilitated cross-departmental learning and function integration, promoting a hybrid model for improved efficiency and collaboration.
- Established and implemented best practices for maintaining and updating the knowledge repository.
References
https://drive.google.com/file/d/19CTx1oaMJZl3uiNa6FkrWueoQI9lL962/view?usp=sharing
Timeline
Customer Experience Specialist
Roche Services (Asia Pacific) Sdn. Bhd
05.2021 - Current
Medical Specialized Interpreter
GP Outsourcing Asia Sdn. Bhd.
05.2020 - 04.2021
Bachelor's Degree in Business - Financial Risk Management - Risk Management
Victoria University