Ryan De Cruz

Experience

• 

  HSBC ELECTRONIC DATA PROCESSING (MALAYSIA) SDN. BHD.

  Nov 2015 - Jul 2018

  Global Support Executive

  Accomplishments and Responsibilities in this role:• Completed my tasks in a timely manner and consistently achieved and maintained my Quality Score.• Suggested areas for improvement along with possible solutions for multiple issues and operations. My suggestions that resulted in improvements include, ‘Standardized Waiver Procedures’ and the assignment of a dedicated team to handle escalation calls to maintain good SLA.• Generated profit for the company as part of my ad-hoc role in the Credit Card High Sales team by understanding the customers' needs and providing the best credit card installment plan for them.• Minimized issue escalation by solving it on first contact.• Ensured customers’ information is always protected and secure.• Handled inbound and outbound calls for HSBC Singapore’s customers. Tunjukkan kurang

• 

  AGODA INTERNATIONAL (MALAYSIA) SDN. BHD.

  Jan 2018 - Jan 2020

  Customer Experience Specialist

  Accomplishments and Responsibilities in this role:• Delivered commendable customer service through phone, live chat and emails and handled 2 channels simultaneously.• Constantly took ownership to avoid escalations by gaining the trust of the customers and to be the first and only point of contact for the customer by offering speedy but precise resolutions, such as, contacting the accommodation suppliers directly to expedite the process.• Handling special tasks for the entire department that required immediate assistance – for example, in situations where hotel is overbooked and the customer is unable to check-in, I am responsible to source for an alternative property for the customer, while in the same instance, keeping the customer calm.• Trained to handle and navigate supplier interface (Hotel Beds) for special bookings.• Contributed to overtime during high volume periods.• Professionally handled high volume of inquiries from clients and customers of between 55 to 65 touch points a day. • Dedicated myself to the job and successfully worked under pressure to consistently exceed my monthly KPIs by obtaining, at minimum, 13 closures a day. • Gained exposure in handling English-speaking international customers across all continents.• Resolved product or service problems by handling and clarifying the customer's issues; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting the resolution and following up with the customer to ensure resolution of the ticket. Tunjukkan kurang

• 

  G-P

  Sept 2020 - Jan 2024

  • Sr. Support Specialist (HR/IT/Finance)

    Jul 2023 - Jan 2024

  • Senior Help Center Support Specialist

    Jul 2021 - Jul 2023

  • Help Center Support Specialist

    Sept 2020 - Jun 2021
• 

  Endowus

  Apr 2024 - now

  Client Operations Associate