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Network Power<100 people
Roles
✨50%
Business Owner
🗿37%
HR
🧨37%
Consulting
Geos
🇮🇩12%
Indonesia
🇮🇳12%
India
🇭🇺12%
Hungary
Work Background
GX BANK BERHADTeam Manager
Jan. 2024Malaysia, Petaling JayaManaging the team
Oversees daily operations to ensure department’s SLA meets
WiseCustomer Support Team Lead (APAC)
Sep. 2022 - Jan. 2024Malaysia, Kuala Lumpur- Lead a customer support team of 15 in APAC region (KL office) to streamline inquiry and complaint management, driving operational excellence and customer satisfaction.
- Motivate and guide the customer support team, fostering a culture of continuous improvement and
resilience.
- Devise customer feedback analysis strategies to identify service gaps and implement targeted training
interventions.
- Facilitate cross-functional collaboration to achieve a comprehensive understanding of product updates
and support requirements.
- Lead the development and execution of quarterly objectives and key results, focusing on customer
satisfaction and operational targets. Significant Achievements:
- Led the first team of 12 customer support in the Kuala Lumpur office to be able to meet the KPI
standards set by the department within the first 6 months and able to maintain it to this date.
- Construct a task force plan and team to help under performers meeting their KPI for the team-
Career BreakCaregiving
Jun. 2022 - Sep. 2022Federal Territory of Kuala LumpurAmidst the challenges posed by the COVID-19 pandemic, a significant life event unfolded. In summary, I embarked on a break to assume the role of a caregiver for my mother, who was recuperating from post-COVID complications that eventually led to the diagnosis of a heart condition, exacerbated by pre-existing health conditions. I learned a lot how to take care of an elderly that requires physical help and support. This also teach me empathy and how to be resilient. On a positive note, this experience afforded me valuable insights into the intricacies of caring for an elderly individual requiring physical assistance and support. Additionally, I utilized my free time to enhance my culinary skills and delve into the realm of financial markets, aligning with my interest in the subject.
Amber Pro Solutions (M) Sdn BhdCustomer Support Team Lead
Feb. 2019 - Jun. 2022Jalan Ampang, Kuala Lumpur · On-site- Managed and developed a customer support team of up to 20 in a dynamic environment, increasing
efficiency and promoting upwards growth within the company.
- Designed strategic workforce management across the customer support division to optimise resource
allocation and service delivery.
- Implemented customer service quality assurance frameworks to benchmark and elevate team
performance.
- Developed new hire training schemes, reducing average onboarding time by 20% and expediting
workflow integration.
- Optimised scheduling and forecast headcount requirements to anticipate and meet seasonal demand
peaks
- Led critical internal process improvements, initiating measures that contributed to a 15% increase in
team efficiency. Significant Achievements:
- Coached and trained three senior agents to become Team Leads, leading to their promotion and
enhancing leadership capabilities within the team
- Conceptualized and led a hiring initiative that expanded the language department, enabling 24/7 market
coverage and increasing support scalability.
- Introduced a Workforce Management (WFM) structure that improved operational efficiency by 50%,
achieving smoother daily operations through optimised shift patterns.
- Established a new unit to optimise the service operation.
Amber Pro Solutions (M) Sdn BhdCustomer Support Agent
Aug. 2018 - Feb. 2019Jalan Ampang, Kuala Lumpur · On-site- Assisted customers through various channels as part of a team, enhancing company reputation by delivering high-quality support.
- Facilitated team's adoption of technological tools for improved customer interaction tracking and
data-driven decision-making.
- Pioneered a structured mentorship program, enhancing the professional development and productivity
of new agents.
- Coordinated skill enhancement workshops focused on advanced customer service techniques and
product expertise.
- Leveraged real-time data analytics for dynamic team performance management and quality service
delivery.
- Orchestrated knowledge-sharing sessions to maintain high support standards and current industry
practices.
Career BreakHealth and well-being
Apr. 2018 - Aug. 2018Federal Territory of Kuala LumpurI experienced a minor slip disc that temporarily restricted my movement. I seized this opportunity to explore alternative remedies to facilitate my recovery before resuming work.
AIAAIA Life Planner
Apr. 2018 - Apr. 2019Kuala Lumpur, Malaysia · HybridLife Insurance & Investment-linked (+Takaful, PRS) - Do financial health review for clients
- Assist clients on financial needs by analysis their information
- Provide the best financial solution based on client's need
CIMBContact Center Consultant
Aug. 2015 - Apr. 2018Kerinchi, Bangsar, Kuala Lumpur · On-site- Served as the frontline liaison for CIMB Bank, handling complex banking and credit card inquiries and
improving first call resolution rates.
- Conceptualised and implemented customer-centric solutions to streamline banking experiences and
enhance loyalty.
- Navigated complex customer inquiries, ensuring accurate and regulation-compliant responses that
increase trust.
- Developed and maintained a comprehensive understanding of banking products, leading to more
informed customer engagements.
- Established a systematic feedback loop with the back-end team to resolve escalated cases efficiently and
effectively.
- Maintained meticulous customer profile records, safeguarding personal information and supporting
transaction integrity
U MobileCustomer Service Associate
Sep. 2014 - Jul. 2015Jalan Sultan Ismail, Kuala Lumpur · On-site- Provided comprehensive customer support for U Mobile Mass Customers, offering solutions and
escalating cases effectively to maintain service excellence.
- Delivered consistent, high-calibre customer service for a major mobile telecommunications provider,
ensuring resolution and satisfaction.
- Efficiently managed and escalated issues to back-end teams, enabling prompt resolution of complex
service concerns.
- Contributed to the team's goal of first call resolution by providing authoritative guidance on
service-related inquiries.
- Enhanced customer loyalty by accurately addressing billing and service queries in a fast-paced
environment.
- Recommended improvements based on customer interactions, driving forward service innovation and
upticks in satisfaction.
TDCXMarketing Associate
Mar. 2014 - May. 2014Jalan Ampang, Kuala Lumpur · On-site- Drove sales initiatives for AXA AFFIN LIFE INSURANCE by engaging Citibank clients through outbound calls, improving product awareness and achieving sales targets.
- Executed targeted sales strategies to introduce and promote insurance products, resulting in measurable market penetration growth.
- Educated potential customers on insurance coverage options, underlining benefits and aligning with their needs.
- Persuasively communicate product value, contributing to the team's achievement of ambitious sales
targets.
- Captured and recorded customer information precisely, ensuring data integrity for future follow-up and conversion.
- Collaborated with colleagues to refine sales tactics, sharing best practices and insights for continuous
improvement.
TGV CinemasCustomer Service Officer
Jan. 2012 - May. 2012Kepong, Kuala Lumpur · On-site- Handle petty cash at the ticketing box and food beverages section
- Supervise and report on any technical problem occurs
- To coordinate the customer in order and timely manner
- Responsible of the inventory
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