ACADEMIC QUALIFICATION
Multimedia University
LEE KOK ZHUN (Zack)
920704-04-5111
Malaysian
PROFEESIONAL SUMMARY
Superior work ethic and expertise in
working from scripted responses to
resolve customer problems. Driven
and responsible with adaptable,
solution-oriented nature.
Ability to handle fast-paced call
center settings and offering
excellence listening skill and empathy
abilities.
Successful in applying strong
communication and problem
resolution skills to each partner issue.
Positive and upbeat attitude while
greeting and interacting with partners,
answering calls, escalation and
resolution of issues. Accurate when
entering information in company's
back end system and keeping
organized filing systems
CONTACT
PHONE:
016-2598482
EMAIL:
kzlee@live.co.uk
HOBBIES
Badminton
Darts
10/2012 – 06/2017
Bachelor of Business Administration (HON) Banking and Finance
CGPA 2.76
SMK Munshi Abdullah
06/2010 – 12/2011
STPM 2B
SMK Tinggi Saint David
2004 – 2009
SPM 3A 3B 1C
WORK EXPERIENCE
Sudong Sdn Bhd: Customer Care Officer
Jalan Tun Sri Lanang, Melaka
03/2021 - Present
 Handling customer’s inquiry such as transaction issues, first level
technical issues and deliver product knowledge
 Ensuring customer’s satisfaction in all calls
 Performs escalation to the relevant team
 As a support team to others department when needed
 Providing first level of technical support on sim card
connection issues by performing basic troubleshoot and
checking the status via system
 Identify apps issue and provide adequate solution to
customers
 Escalating tickets to second level tech supports via system tools
for more crucial errors and follow up internally
Foodpanda Malaysia Sdn Bhd: Partner Service Real Time Analyst
Chan Sow Lin, Kuala Lumpur
06/2020 – 02/2021
 Monitors incoming chats and calls queue to ensure optimal
staffing and service level objectives
 Administers volume contingency action plans as deemed
necessary and appropriate
 Keys daily exception requests updates, schedules query, and
responds to escalated issues and ad-hoc requests such as
raising tickets for any outages
 Ensures platform health checks and readiness for all live
services including raising emergency escalation when there
are abnormalities.
 Ensures that all EOD reports originating from the department
are accurate and reliable.
Foodpanda Malaysia Sdn Bhd: Partner Service Executive
Chan Sow Lin, Kuala Lumpur
09/2018 – 05/2020
- Ensuring partner's satisfaction in all calls and chats
- Maintained accurate and current partner's data with manual
forms processing and digital information updates
- Educated partners on how to use company's application,
complete forms and obtain desired services
- Resolved issues by coordinating with relevant department
team
- Analyzed and escalated complaints, issues and grievances to
designated departments for investigation and response
 - Enhanced productivity by staying on top of call scripts and
maintaining control over direction of conversations
- Resolving network issues and application glitches from the
tablet provided by the company
- Provides technical supports to partners regarding tablet and
printer issues such as troubleshooting the errors and
applications bug as well as connections issues
- Escalating and logging tickets for level 2 technical team when
details configuring needed and follow up closely

Silver Shun Trading: Supervisor

Lendu, Melaka
01/2018 – 07/2018
- Managing and scheduling employees working hours
- Task designation for foreign workers and lorry drivers
- Prepared accounting reports for directors
- Monitoring daily's operation
- Ensuring the accuracy of payment statement issued to small
estate owners

Vance Passion Sdn Bhd: Event Executive

Seri Kembangan, Selangor
10/2017 – 12/2017
- Arrangement and recruitment of promoters
- Prepared weekly and monthly performance reports for client in
related on roadshow and exhibition
- Evaluates promoter’s performance and trained accordingly, in
order to increase sales target
- Fostered relationships with outlet's supervisor to obtain suitable
set up time and location for roadshow
- Guided promoters ensuring all were trained in product
knowledge and capable of performing sales

The Straits Hotel & Suites: Financial Clerk (Intership)

Melaka Raya, Melaka
03/2016 – 06/2016
- Assisting the hotel internal auditor to post all accounts
- Assisting purchasing manager to handle receiving jobs
- Assisting finance manager to perform data entry on all the
financial database
- Performing stock checking task

SKILLS

Microsoft INTERCOM
Word, Excel Application,
and Power 90%
Point, 75%

NVM and
Talkdesk
Software, 90% Salesforce,
90%
LANGUAGES PROFICIENCY

BAHASA MALAYSIA 85%

ENGLISH 85%

MANDARIN 90%

CANTONESE 70%

HOKKIEN 55%

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