Experience

• 

  CMG Holdings Sdn Bhd

  • Malaysia
  • Technology, Information and Internet
  • 1 - 100 Employee

  • Helpdesk System Coordinator Team Lead

    • Jan 2022 - Present

    - Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved- Compile and analyze team’s performance statistical data by daily basis- Prepare team roster every month- Monitor the call monitoring system and make an adjustment if there is lack of agents in the queue- Participates in development of new ticketing system; reviews and test results; provides feedback- Ensure that user expectations are met during the testing process.- Communicates CRM system changes to business unit; as required, provides training on new functionalities/enhancements- Analyze data and information to identify business opportunities- Serve as the middleman between the management and the Helpdesk team members to ensure smooth communication and settling of grievances that may arise in the course ofwork.- Resolve system problems during non-business hours or backlogs by providing off-hours support as needed

  • Helpdesk Team Lead

    • Jan 2019 - Dec 2021

    - Oversee day-to-day operation- Conducting training and coaching of team members to maximize their potential- Monitor team performance and report on metrics- Participate in development of user guides & FAQ list for helpdesk and end user- Track and analyze trends in Help Desk requests and generate statistical reports- Monitor helpdesk activities and ensure all task is delivered according to the department policy and SOP- Help determine priority and help resolve major incidents- Monitors appropriate dashboards to ensure tickets are being addressed in a timely manner to ensure SLA are being met- Monitoring random calls to improve quality, minimize errors, and track operative performance- Provide knowledge / knowledge transfer to new joiners- Give detailed statistical feedback on performance of team members to the management for staff evaluation purposes- Resolve system problems during non-business hours or backlogs by providing off-hours support as needed- Improve application functionality and performance and provide suggestions for system and businessimprovements

  • Application Support Analyst

    • Jan 2016 - Dec 2018

    - Provide first level support to the company's clients through multi medium channel- Manage and see through to close out, support tickets and responding to queries promptly andefficiently- Troubleshoot and escalate alerts that cannot be resolved to appropriate section- Communicates with other service resources involved in resolution to ensure incidents areresolved, requests are fulfilled, and thecustomer communication is complete.- Participate in updating staff knowledge document.- Assist other helpdesk agents if they have any difficulty in resolving the issue.

• 

  OCBC Bank

  • Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

  • Customer Service Agent

    • Sep 2015 - Dec 2015
    • Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

    - Answering customer queries and problem through phone in timely and offer best solution tocustomer based on company policies- Channeling customer request or problem to the relevant team and liaise closely toensure customer requirement is met- Provide accurate information to resolve problems/issues that arise- Attend customer service training/telephone etiquettes/briefings on a regular and need-tobasis.- Handle outbound or follow-up communications to customers whenever required