DAVID JOSHUA ALBERT
Kuala Lumpur,Malaysia
Summary
Accomplished professional with expertise in team leadership and technical support, adept at staff education and training. Proficient in Microsoft Word, PowerPoint, and Excel, with strong organisational skills. Demonstrates exceptional mentoring and coaching abilities, excelling in multitasking and communication to enhance customer service.
Overview
10
10
years of professional experience
2012
2012
years of post-secondary education
Work history
Team Leader (Shopee)
Transcosmos Malaysia Sdn. Bhd.
Kuala Lumpur, Malaysia
2025.03 - Current
- Managed a team of 7–10 agents, ensuring consistent performance within A/B bucketization targets
- Monitored daily CSAT and DSAT metrics, conducting call reviews and coaching sessions to improve customer satisfaction
- Identified performance gaps and provided real-time feedback, including side-by-side call listening and corrective guidance
- Coached agents on QA compliance, call flow adherence, and handling techniques to reduce errors and improve quality scores
- Developed and provided call scripts and best-practice guidelines to enhance communication efficiency and reduce handling time
- Conducted monthly KPI evaluations, tracking individual and team performance metrics
- Managed attendance tracking, payroll inputs, overtime (OT), and public holiday (PH) pay adjustments
- Updated and monitored daily performance metrics including CSAT, AHT, and AUX usage for accurate workforce management billing
- Supervised live dashboards to ensure adherence, minimizing misuse of AUX states and optimizing workforce availability during peak hours
- Led daily team huddles to review previous day (D-1) performance and align on targets
- Handled escalations including MCB and STL cases, ensuring timely resolution and customer satisfaction
- Prepared performance feedback reports and issued warning letters when necessary to address conduct or performance issues
- Conducted weekly one-on-one sessions to understand agent concerns, improve engagement, and control attrition rates
- Collaborated with RTA and clients to manage staffing levels based on call volume and operational requirements
Team Leader (Tiktok)
Transcosmos Malaysia Sdn. Bhd.
Kuala Lumpur, Malaysia
2024.03 - 2025.02
- Spearhead a team of 24 in managing TikTok trending projects.
- Monitor attendance and maintain updated manpower status for clients.
- Segregate agents into appropriate queues to optimise performance.
- Update and analyse daily, weekly, and monthly metrics, including task assignments, total output, and Average Handling Times (AHT) achieved by agents.
- Calculate productivity based on AHT benchmarks established for each queue.
- Prepare and present the Weekly Business Review (WBR) deck to clients on a bi-weekly basis.
- Conduct quality assurance tasks to address backlogs and perform random checks on agents' work to ensure compliance with operational standards.
- Facilitate 20 one-on-one coaching sessions monthly with agents to set expectations and enhance performance.
- Execute floor walks to monitor adherence to operational ground rules and promptly address any breaches.
Acquisition Specialist (Lazada)
Concentrix Sdn. Bhd.
Cyberjaya
2022.01 - 2024.02
- Proactively research and identify new potential sellers by utilizing various channels including Google, Facebook, TikTok, and other business directories and social media platforms.
- Initiate high-volume outbound calls to prospective leads, effectively communicating the value proposition of selling on our platform.
- Manage a robust sales pipeline, from initial contact and lead qualification to appointment setting, negotiation, and ongoing follow-ups to nurture interest and secure commitments.
- Provide comprehensive, step-by-step guidance to new sellers on the registration, verification, and product listing processes, ensuring a seamless and positive onboarding experience.
- Consistently meet and exceed predefined targets for new seller registrations and 'go-live' activations, contributing directly to the platform's growth objectives.
Team Leader (Grab)
Canaan Communication & Technology
Midvalley
2020.03 - 2021.12
- Conducted training and mentorship initiatives to promote team members' productivity, accuracy, and commitment to providing friendly service.
- Fostered open and professional relationships with team members to enable prompt resolutions for various issues.
- Resolved identified issues to enhance productivity and streamline workflows.
- Supported the company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork.
- Processed orders efficiently through accurate input, verification, and confirmation.
- Oversaw day-to-day management of the team to ensure KPIs were consistently met.
- Set targets within the team to align with order fulfilment requirements.
- Managed and supported the backend processing team to ensure optimal performance.
- Ensured high-quality service delivery at all times.
Backend Executive (Grab)
Canaan Communication & Technology
Midvalley
2019.08 - 2020.02
- Managed tasks using the internal web-based application through detailed auditing and validation.
- Ensured KPIs were consistently met by maintaining high-performance standards.
- Achieved team targets to fulfil order requirements efficiently.
Customer Service Officer
Maxis Sdn. Bhd.
Sunway
2016.03 - 2018.12
- Maintained customer satisfaction through proactive strategies focused on addressing needs and resolving concerns.
- Managed a consistent influx of customer calls while ensuring minimal wait times.
- Actively listened to customers, handled concerns promptly, and escalated major issues to supervisors.
- Followed up with customers post-resolution to uphold high standards of service.
- Delivered prompt service to prioritise customer needs effectively.
- Cross-trained and provided backup support for organisational leadership.
Education
Associate of Arts - Sijil Pelajaran Malaysia
SMK Maxwell
Kuala LumpurSkills
- Team Leadership
- Technical Support
- Staff Education and Training
- Microsoft Word
- Power Point
- Excel
- Organizational
- Mentoring
- Coaching
- Multitasking
- Communication
- Customer Service
DRIVING LICENSE
Driving license category D
Timeline
Team Leader (Shopee)
Transcosmos Malaysia Sdn. Bhd.
2025.03 - Current
Team Leader (Tiktok)
Transcosmos Malaysia Sdn. Bhd.
2024.03 - 2025.02
Acquisition Specialist (Lazada)
Concentrix Sdn. Bhd.
2022.01 - 2024.02
Team Leader (Grab)
Canaan Communication & Technology
2020.03 - 2021.12
Backend Executive (Grab)
Canaan Communication & Technology
2019.08 - 2020.02
Customer Service Officer
Maxis Sdn. Bhd.
2016.03 - 2018.12
Associate of Arts - Sijil Pelajaran Malaysia
SMK Maxwell