SCGS (Malaysia) Sdn Bhd                                                                                                  June 2017 - Present

Team Leader for Korean Air English Language Call Center

·         Assisting and supervising Subject Matter Experts on their daily tasks.

·         Conducting monthly audits and ensuring all errors are rectified, together with preparing monthly reports.

·         Providing training to new hired Subject Matter Experts and creating monthly schedules for all team members.

·         Handling escalation calls and emails.

SCGS (Malaysia) Sdn Bhd                                                    December 2015 - December 2017

Subject Matter Expert for Korean Air English Language Call Center

·         Authorizing ticket refund requests.

·         Providing email and phone assistance for any ticket refund related queries

·         Assisting in handling credit card dispute cases and debit notes.

·         Training and assisting new team members.

Manpower Business Solutions Sdn Bhd                                       December 2013 - December 2015

CRM Delivery Analyst for Korean Air English Language Call Center

·         Resolving queries by mainly issuing airline tickets and updating existing reservations.

Eurogain TRE Secta Sdn Bhd                                                                      October 2011 - October 2013

Assistant Accountant Intern

·         Preparing complete, timely and accurate full set of accounts and making year-end adjustments.

·         Handling ratio analysis of Company financial statements.

·         Meeting up with clients to provide clarification of their respective Company financial statements.

·         Liaising with tax and audit department to provide support for preparation of accounting information for year-end audit and annual tax submission.

University of East London, United Kingdom

May 2008 - December 2010

Bachelor's Degree (Hons) Accounting & Finance

Awarded with a First-Class degree.

                                                                                         July 2011 - June 2013

ACCA (Association of Chartered Certified Accountants)

Affiliate status

Bridge Education Group                                                         June 2018 - Present

TEFL (Teaching English as a Foreign Language)

40-hour course completed.

Currently pursuing the 120-hour course.