Head of Client Relation & Excellence (Customer Experience)

• Jun 2022 - Present

Customer Experience Manager

• Nov 2021 - Jun 2022

Head Of Operations

• Jan 2021 - Oct 2021

Operations Manager

• Jan 2020 - Jan 2021

Project Development Manager

• Mar 2019 - Dec 2019

Community Customer Service Lead (Social Media)

• Jul 2018 - Feb 2019

Managing the team to be effective on solving inquiries from the buyers & sellers through social media. Handling escalation from agents to meet the estimate time frame that have been promised. Manage agent's productivity and team backlog. Manage team occupancy and response rate. Improve quality and work process. Managing the team to be effective on solving inquiries from the buyers & sellers through social media. Handling escalation from agents to meet the estimate time frame that have been promised. Manage agent's productivity and team backlog. Manage team occupancy and response rate. Improve quality and work process.

Lazada Malaysia Partner Support Center SME

• Nov 2017 - May 2018

Handle and manage daily agent's productivity and assist them to reach their KPIs. Manage SL rate and CPH for the agents. Improve agent's working experience by simplifying workflow and processes. Work closely with the vendor in order to achieve company target. Monitor Occupancy and Attendance rate for agents. Provide training on new product or software launch. To achieve our CSAT goal 90% and above. Deepdive on issues and initiate solutions to fix the root cause. Handle and manage daily agent's productivity and assist them to reach their KPIs. Manage SL rate and CPH for the agents. Improve agent's working experience by simplifying workflow and processes. Work closely with the vendor in order to achieve company target. Monitor Occupancy and Attendance rate for agents. Provide training on new product or software launch. To achieve our CSAT goal 90% and above. Deepdive on issues and initiate solutions to fix the root cause.

Seller Support Team Lead & Quality Specialist

• Apr 2017 - Nov 2017

Handle and manage daily agent's productivity and assist them to reach their KPIs. Make sure the operations run well. Improve the process to provide more fast and correct answers from agents. Monitor Occupancy and Attendance rate for agents. Liaising with the correct channel or department to solve common issues as to avoid any dispute on upcoming days. Monitor and improve agent's performance and quality. Provide training on new product or software launch. To achieve our CSAT goal 85% and above. Improve agent's working experience by simplifying workflow and processes.

Partner Support Center Team Lead

• Jan 2015 - Mar 2017

Managing the team to be effective on solving inquiries from the Customer Service Department. Handling escalation from agents to meet the estimate time frame that have been promised to the customers. Manage agent's productivity and train them on problem solving skills.

Partner Support Center Associate

• Apr 2014 - Dec 2014

Attending cases that has been escalated by Customer Service Department pertaining to Marketplace issues. Liaising with sellers and other departments in order to provide advice or solutions to the cases that has been escalated.

Customer Care Consultant

• Nov 2010 - Jul 2011

Attending calls from Maxis customers regarding billing enquiries, product and services. Solving customer’s problems regarding billing issues, network issue and mobile issues. Explain Maxis latest products and assist customer to choose the right products and plans. Attending calls from Maxis customers regarding billing enquiries, product and services. Solving customer’s problems regarding billing issues, network issue and mobile issues. Explain Maxis latest products and assist customer to choose the right products and plans.