Abdullah Zuhdi
Project Lead
Kuala Lumpur,10
Summary
Talented Project Lead with strengths in client management and problem-solving. Highly effective at managing multiple, concurrent projects.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Project Lead
Techno Mech Sdn Bhd
Puchong, Selangor
10.2024 - Current
- Successfully handled and delivered multimillion-dollar projects from inception to completion, ensuring alignment with client expectations, timelines, and budgets.
- Led and managed a team of over 250 employees, fostering a collaborative and efficient work environment to achieve high performance and exceed key project milestones.
- Acted as the primary point of contact for client relationship management, building and maintaining strong, long-term client partnerships, while ensuring high levels of customer satisfaction and continued business growth.
- Oversaw billing and financial management processes, ensuring accurate invoicing, cost tracking, and adherence to project budgets, optimizing resource allocation and minimizing financial risks.
- Ensured full compliance with Service Level Agreements (SLAs), monitoring service delivery standards and implementing corrective actions where necessary to meet or exceed client expectations.
- Prepared comprehensive reports and documentation, providing detailed progress updates, risk assessments, and performance metrics to stakeholders and clients.
Team Leader
Daythree Business Services
07.2022 - 10.2024
- Entrusted with handling various of projects ranging from E-commerce with project teams ranging in size from 5 to 15 members.
- Support the leadership team in overseeing project operations, including tasks like monitoring queues and assigning breaks in real time, ticket audits, and interviewing potential new candidates for the project.
- Regularly engage with team members through daily, weekly, and monthly coaching sessions focused on attendance and performance, aiming to identify any training requirements as needed.
- Generate and analyses relevant reports for management review such as weekly and monthly productivity reports.
- Participate in weekly and monthly client meetings to allow exchange of feedback, promptly address any concerns, and review performance.
- Conduct weekly meeting with support team (Person in Charge and SMEs). Ensure and monitor tasks that are handed over to support team are executed
accordingly - Collaborate closely with the client and quality assurance (QA) to streamline processes
- Collaborate closely with the client on urgent cases to prevent negative reviews on social media platforms and escalations to higher levels or HQ.
Acting Team Leader
Daythree Business Services
Subang Jaya , Selangor
01.2022 - 06.2022
- Assigned to manage a team of 5 agents.
- Conduct weekly and monthly coaching for lateness, DSAT coaching, KPI as well as performance based on LOB.
- To ensure the assigned calls are completed or reach the set target on a daily basis.
- Assist leadership team to manage overall operations of the contact center.
Customer Service Executive
Daythree Business Services
09.2021 - 12.2021
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Answered up to 90 inquiries daily via chat, calls and email.
Team Leader
Cold Stone Creamery
12.2017 - 01.2020
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Education
Malaysian Skills Certificate - Cullinary
Akademi Kemahiran Kemas Perak
Perak 04.2001 -
Skills
Project management
Client communications
Mentoring
Leadership skills
Root-cause analysis
Client relations
Timeline
Project Lead
Techno Mech Sdn Bhd
10.2024 - Current
Team Leader
Daythree Business Services
07.2022 - 10.2024
Acting Team Leader
Daythree Business Services
01.2022 - 06.2022
Customer Service Executive
Daythree Business Services
09.2021 - 12.2021
Team Leader
Cold Stone Creamery
12.2017 - 01.2020
Malaysian Skills Certificate - Cullinary
Akademi Kemahiran Kemas Perak
04.2001 -
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