Summary
Overview
Work History
Education
Skills
Accomplishments
Awards
Interests
Timeline
Generic
AFDZAL FAIZ

AFDZAL FAIZ

Team Lead
Kuala Lumpur

Summary

Knowledgeable Operations Team Lead. Led teams with focus on achieving goals and improving processes. Demonstrated leadership in project management and team collaboration. Utilized problem-solving and communication skills to drive success in maintaining strong connections with clients and stakeholders. Detail-oriented and a fast learner, committed to fostering teamwork, accountability, and operational excellence in fast-paced environments.

Overview

7
7
years of professional experience
2
2
Languages

Work History

Team Lead (Operations)

Concentrix
07.2025 - Current
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Ensured client requests or concerns were addressed promptly, and continued to address them in a timely manner.
  • Acted as an escalation point for unresolved or high-priority issues, and currently acts as the key contact for critical escalations.
  • Ensured that operational commitments to clients were consistently met, and continue to ensure that all client obligations are fulfilled.
  • Generated reports detailing findings and recommendations.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.

Sr. SME

Concentrix
01.2023 - 06.2025
  • Responsible for day-to-day supervision of a team consist of multiple workflows including attendance monitoring.
  • Provide regular reports on their performance on a regular basis to ensure performance metrics are achieved.
  • Identify license and quality related issues, develop an action plan for improvement.
  • Communicate expectations to employees and provide timely updates.
  • Conduct Team Meetings to ensure expedient communication of relevant information and an open forum for input.
  • Conduct a session for each team member to discuss work and non-work related to build a better connection on monthly basis.
  • Schedule and organize team activities.
  • Conduct calibration meeting with stakeholders to discuss on each of the workflows progress and updates.
  • Provide weekly business review on team’s performance data to the clients.
  • Provide solutions to issues arise to allow no impact to the team’s daily productivity.

SME

Concentrix
04.2019 - 12.2022
  • Responsible for grades for multiple line of businesses / workflow.
  • Understand and follow the policy guidelines provided by clients for each of the workflow.
  • Provide weekly quality evaluation on the team's moderation.
  • Conduct coaching for the outlier in the team to improve their knowledge and understanding.
  • Provide immediate feedback to each of the agents on any mismatches found while regarding.
  • Provide weekly updates from the client to the agents.
  • Assist Team Leader in discussing policies and questions with clients during calibration.

Customer Advisor I

Concentrix
09.2018 - 03.2019
  • Responsible to ensure the quality of job postings based on the policies and guidelines provided by the client.
  • Provide assistance for any questions or difficulties in moderation.
  • Proactively communicate with Team leader for any feedback or area of improvement in moderation.

Education

Bachelors of Science - Automotive Mechanical Engineering

International Islamic University Malaysia
Gombak, KL
02.2018

Skills

  • Microsoft Office (Excel, PPT, Word)

  • Documentation and reporting

  • Stakeholder Management

  • Client communication

  • People Management & Team Leadership

  • Problem Solving

  • Performance monitoring

  • Process improvement

  • Coaching and mentoring

  • Employee engagement

Accomplishments

  • Achieved above 90% ESAT Leadership score in 2024 & 2025.
  • Maintained team performance above 95% consistently, month on month.
  • Maintained 0% team attrition consistently throughout 2025.

Awards

  • LOFT Program (2024),
  • Accelerate Program (2020),
  • Best Senior Agent Award (2019),
  • Best Agent Award (2018)

Interests

Photography, Video Editing, Movies, Games, Music

Timeline

Team Lead (Operations)

Concentrix
07.2025 - Current

Sr. SME

Concentrix
01.2023 - 06.2025

SME

Concentrix
04.2019 - 12.2022

Customer Advisor I

Concentrix
09.2018 - 03.2019

Bachelors of Science - Automotive Mechanical Engineering

International Islamic University Malaysia

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AFDZAL FAIZTeam Lead