Wong Poi Yee
Customer Experience Planning & Engineering Specialist
Setapak
Summary
Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into various initiatives. Strong communication and interpersonal skills and committed to pursuing best practices in the organization. Organized and dependable candidate successful at managing multiple priorities with a positive attitude to meet team goals.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Customer Experience P&E Specialist
Federal Express (M) Sdn Bhd
06.2021 - Current
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Optimized schedules, forecasts and other tools to present to management.
- Managed real-time inbound call traffic across multiple contact center.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Managed overtime, shift swaps, breaks and leave requests.
Customer Relationship Representative
Federal Express (M) Sdn Bhd
12.2020 - 05.2021
- Produced reports, presentation and maintained operations database
- Assist recruitment and selection process at initial screening stage
- Liaise with recruitment agencies on hiring needs and contract staff related matters
- Provide support to customer service operations as and when required
- Execute various administrative tasks.
Team Leader (Recruiter)
Federal Express (M) Sdn Bhd
01.2010 - 02.2020
- Manage the end-to-end recruitment and selection process
- Co-ordinate recruitment activities in accordance with company procedures including, liaison with recruitment agencies, advertising positions, review of applications and short-listing candidates at initial screening stage
- Co-ordinate and conduct induction activities for new employees
- Comply and monitor relevant policies, rules and regulations relating to recruitment and selection process
- Prepare and maintain recruitment related reports and documentations
- Analyzes the recruitment process performance, prepares the recruitment dashboards, recommends changes to the recruitment process, and implements changes
- Partnering with hiring managers to determine staffing needs
- Analyzes the performance of recruitment agencies, the cost per hire, time to hire and recommends changes and improvements
- Tracks the list of the recruitment agencies and their terms and conditions; introduces standardized terms and conditions for the recruitment vendors if possible
- Keeps the documentation of the recruitment process up to date
- Work closely with HR department to develop creative ways for addressing talent acquisition challenges
- Serve as brand ambassador at various events, like career fairs or on-campus recruiting events
- Transferred to Integration team since April 2019; handled variety of administrative duties and provided cross functional assistance.
Senior Billing Officer
DHL Asia Pacific Shared Service Center
10.2007 - 01.2010
- Manage inquiries from clients (both internal and external) and ensure they are addressed in a timely matter and appropriately resolved
- Execute billing cycle activities including billing adjustments, billing discrepancies, special billing from various departments in timely manner to meet customer's satisfaction
- Assist in month end and other periodic close reconciliations, reporting and analysis
- Oversee operations during the absence of supervisor by monitoring and coordinating team manpower and task
- Liaise closely with various business partner to meet their expectations
- Achievements - Successfully execute Hong Kong Billing Process
- Migration Project, from process mapping, task observation, negotiation with internal stakeholders and creation of standard operation procedure.
Customer Service Coordinator
Wong Poi Yee, Mieco Marketing Sdn Bhd
06.2007 - 09.2007
- Process all sales orders into internal order confirmation through SAP system and monitor product order shipment to ensure on-time delivery to customers
- Handle and resolve customer complaints/inquiries via mail or phone in a timely and accurate manner
- Produce and analyze sales delivery performance, sales forecast and orders report for respective marketing representatives/managers on weekly and monthly basics
- Assist in marketing activities and inventory control maintenance
- Evaluate service expectations from customers in orders to deliver customer satisfaction and maintain competitive stance
- Maintain database of customer sales order and invoicing records.
Trace Representative
Federal Express (M) Sdn Bhd
03.2007 - 05.2007
- Handle customer trace inquiries and complain on shipments until case is resolved; communicate with customer on daily basics, notify customer on troubled shipments due to uncontrollable delay and service failure and assist in facilitating the process
- Settle customers’ claims and provide documentation to appropriate departments; respond, follow up and resolve complex issues with customers, promote and advise customers’ inquiry on complex products and services
- Solicit customer feedback, determine action, and inform management accordingly
- Coach and handling staff in handling day to day job functions and duties; guide less experience staff in handling complex situation
- Compile issue for management review to assist manager in determining improvement action plans.
Education
Bachelor of Arts - Social Sciences
University Malaya
01.2002 - 04.2005
Skills
Communication Skillsundefined
Certification
SAFe for Teams
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
SAFe for Teams
04-2022
Customer Experience P&E Specialist
Federal Express (M) Sdn Bhd
06.2021 - Current
Customer Relationship Representative
Federal Express (M) Sdn Bhd
12.2020 - 05.2021
Team Leader (Recruiter)
Federal Express (M) Sdn Bhd
01.2010 - 02.2020
Senior Billing Officer
DHL Asia Pacific Shared Service Center
10.2007 - 01.2010
Customer Service Coordinator
Wong Poi Yee, Mieco Marketing Sdn Bhd
06.2007 - 09.2007
Trace Representative
Federal Express (M) Sdn Bhd
03.2007 - 05.2007
Bachelor of Arts - Social Sciences
University Malaya
01.2002 - 04.2005
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