Ong Tian Fatt
Senior Team Leader
Summary
Over 6 years of experience in Contact Centre (Telecommunications) industry leveraged to team building and communication skills. Team Leader experienced in CRM, appointment booking system and real time monitoring system. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Problem solver, networker and consensus builder.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
Work History
Senior Team Leader
Sudong (Singtel)
Malacca
07.2020 - Current
- Act as a covering operation manager during head of department's absence
- Handle high level escalation from officers & team leaders via phone conversation or emails
- Provide effective coaching and work with direct report on strategies for executing, measuring progress and sharing results
- Monitor & ensure individual/team achieve key performance indicator set by management
- Communicate and coordinate with internal/external stakeholders to identify processes, procedures and workflow improvement and assist in implementation
- Real time monitor contact centre productivity and provide immediate action when crisis situation
- Collaborate with Team leaders and operation manager to ensure performance enhancement of the department
Team Leader
Sudong (Singtel)
Malacca
07.2019 - 07.2020
- Led team of 15 members while providing exceptional customer service
- Built strong relationships with customers through positive attitude and attentive response
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives
Subject Matter Expert
Sudong (Singtel)
Malacca
07.2017 - 07.2019
- Offered friendly and efficient service to customers, handled escalation cases from Customer Care officers. (Inbound, Outbound & Email platform)
- Worked with difference stakeholders to understand needs and provide excellent service towards consumers
- Demonstrated respect, friendliness and willingness to help wherever needed
Customer Care Officer
Sudong (Singtel)
Malacca
07.2016 - 07.2017
- Assist on inbound calls and resolve concerns with products or services
- Provide excellent customer service by efficiently resolving issues and responding to inquiries
- Took ownership of customers issues to follow problems through to resolution
Education
Diploma in Information Technology - Information Technology
Multimedia University
Malacca, Malaysia 03.2014 - 06.2016
Skills
Leadership
undefinedAccomplishments
- Employee of the Year
- Top Hotline performer
- Perfect Attendance Record
Timeline
Senior Team Leader
Sudong (Singtel)
07.2020 - Current
Team Leader
Sudong (Singtel)
07.2019 - 07.2020
Subject Matter Expert
Sudong (Singtel)
07.2017 - 07.2019
Customer Care Officer
Sudong (Singtel)
07.2016 - 07.2017
Diploma in Information Technology - Information Technology
Multimedia University
03.2014 - 06.2016
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