概要

Professional Experience

Team Leader IRU (Investigation & Resolution Unit) Backend Customer Support
• Manage and handle a team of 20 CCRs and achieve KPIs for qualitative & quantitative targets as assigned
• Liaison with Support Departments for technical/admin related issues at backend
• Regular monitoring of KPIs & Workload (hourly, daily, weekly and monthly)
• Handling of escalated complaints.

Team Leader MSP (Mobilink Service Point) Helpline (7667)
• Manage a team of 13 CCRs for a nationwide helpline 7667 to cater queries and complaints of MSP Channel, Franchise Channel and Collection Department.
• Coordinate with different departments for issue escalations and follow-ups.
• Create daily performance report of helpline stats and monthly stats analysis for Management
• Managing performance KPIs for different functions within the helpline through regular monitoring (hourly, daily, weekly and monthly)
• Handling of escalated complaints and suggesting improvements for any possible gaps in the processes.
• Developed the process workflow for the helpline operations with the help of all stakeholders

Team Leader Mobilink 111 Helpline
• Managing a team of 12 CCRs and achieve KPIs as per assigned targets.
• Handling of escalated calls & complaints.
• Conducting one on one coaching/appreciation session with each team member and provide positive/constructive feedback.
• Ensure that team is updated with all changes in products, policies and procedures for effective customer handling
• Provide feedback to the management on issues and challenges for enhanced customer experience
• Ensure self and team participation in team meetings, Daily Clinics, CTP and other learning forums
• Perform other duties / special tasks as assigned by Floor Management
• Ensure team is aware of company’s policies & procedures and code of conduct
• Get hands on experience of every new promotion and service