Darral Goh Cai Kit
Team Leader
Klang, Selangor
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Eager to contribute to team success and further develop professional skills.
Overview
6
6
years of professional experience
3
3
Languages
Work History
Team Leader - Service Delivery
Transcosmos Malaysia Sdn. Bhd.
02.2024 - Current
- Facilitate as the main PIC for several projects to external and internal stakeholders.
- Played a critical role in launching several projects by coordinating with stakeholders to design workflow, define KPIs and support operational ramp-up.
- Acted as a liaison between operations, polices with QA teams to resolve escalations and in maintaining consistent result and performance.
- Promoted a positive work environment by fostering teamwork, collaboration, and continuous learning among team members.
- Managed resources efficiently to meet project requirements while minimizing costs and maximizing productivity.
- Conducted regular meetings with the team to review progress, address challenges, and align goals for successful outcomes.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Enhanced team performance by implementing efficient service delivery processes and procedures.
- Incorporated best practices in service delivery management into daily routines, resulting in better decision making.
- Developed strong relationships with clients, ensuring their needs were met and maintaining open lines of communication.
Subject Matter Expert
Byte Precision Sdn. Bhd.
10.2023 - 01.2024
- Mentored team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Fostered culture of continuous improvement, identifying and implementing process optimizations.
- Streamlined communication between departments, ensuring that project specifications were clearly understood and met.
Content Moderator
Byte Precision Sdn. Bhd.
01.2021 - 2023
- Analysed user-generated content for potentially inflammatory or offensive content, flagging and remove inappropriate contents in accordance with company guidelines.
- Spearheaded a team of 4 new moderators to review and improve accuracy & handling time which lead to increase in the overall performance.
- Reported any trends or patterns observed in user behaviour to superiors.
- Selected as a SME in a RISER program to other region market to assist and coaching moderators for 3 months.
Telemarketing Executive
01.2020 - 01.2021
- Entries lead lists and individual prospects into a system, as identified or provided by self or other staff members.
- Cold calls to prospective clients to offer seminars feed.
- Schedule service and renewal appointments for sales team.
- Follow up on clients on enquiries on seminar appointments.
- Updates information management in system files(docs) with appropriate data and activity tracking.
Customer Service Executive
UCOE (M) Sdn. Bhd.
01.2020 - 01.2020
- Build customer relationships and respond to customer's inquiries.
- Solve customer's problem in credit card related matters.
- Maintain a high degree of product knowledge and service expertise.
- Outbound lead follow-up.
- Various processes and refunds to customers.
Education
Bachelor's - Hospitality Management
Berjaya University College
11-2019
Diploma - Hotel Management
Berjaya University College
02-2017
Skills
- Excellent Adaptability skill to respond to unexpected changes to able to accomplish task
- Excellent Team Player when working with others while respecting and trusting their skills when solving a problem or completing a project
- Strong Coaching Skills to induce clear, achievable and motivating goals to an associate when needed
- Ability to work under pressure when dealing with constraints and perform well despite them
- Ability to multitasks under pressure with great efficiency
- Great Active listening skills that helps teams connect, collaborate, and resolve conflict
References
- Mr.Tee, Operation Manager, 017-7777103, Transcosmos Malaysia Sdn. Bhd.
- Ms.Shaylee, Quality Assurance Peers, 012-3467329, Transcosmos Malaysia Sdn. Bhd.
- Putri, Team Lead, 014-7312506, Byte Precision Sdn. Bhd.
Water Sport Activities
Not a great swimmer, but loves all types of water activities!
Timeline
Team Leader - Service Delivery
Transcosmos Malaysia Sdn. Bhd.
02.2024 - Current
Subject Matter Expert
Byte Precision Sdn. Bhd.
10.2023 - 01.2024
Content Moderator
Byte Precision Sdn. Bhd.
01.2021 - 2023
Telemarketing Executive
01.2020 - 01.2021
Customer Service Executive
UCOE (M) Sdn. Bhd.
01.2020 - 01.2020
Bachelor's - Hospitality Management
Berjaya University College
Diploma - Hotel Management
Berjaya University College