Ee Quan Lim
Team Leader, Quality Assurance Specialist, Customer Service Executive
Kepong - Kuala Lumpur
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
9
9
years of post-secondary education
4
4
Languages
Work History
Customer Service Team Leader
TDCX
11.2023 - 03.2024
- Supervising the performance of agents
- Monitoring 4 different channels: Call, Chat, Email and Social Media, met customer call guidelines for service levels, handle time and productivity
- Providing coaching to agents to improve their performance and achieve the targets
- Daily performance and merchant feedback reports are generated and shared with the client on a daily basis.
- Liaised with business partners and management teams to develop solutions and accomplish shared objectives
- Promoted open communication channels among team members for better alignment on goals and objectives
Team Leader
Concentrix
04.2022 - 11.2023
- Act as a communication bridge within the team, setting delivery targets for each project to ensure SLAs are met
- In addition to reviewing and editing translations, also motivate the team to go the extra mile by identifying course errors and communicating them to the designer
- Seek out internal and external training opportunities to share with team members and help them keep their skills up to date
- Maintain open communication with clients to obtain feedback from the translators and provide updates on improvements.
- Held weekly team meetings to inform team members on company news and updates
Team Leader
Scicom (MSC) Berhad
07.2021 - 03.2022
- Supervise agent performance and offer guidance to ensure achieve their KPI targets
- Deliver coaching to assist agents in enhancing their performance and excelling in their roles
- Conduct WBR session and present weekly performance data
- Propose innovative ideas and action plans to boost sales levels
- Generate daily reports and formulate improvement strategies based on trends identified in reports
- Actively manage day-to-day ad hoc tasks with client, including investigating complaint cases and conducting urgent meetings for new information updates.
- Exceeded sales targets by motivating team members and providing ongoing coaching.
Quality Assurance Specialist
Scicom (MSC) Berhad
01.2020 - 06.2021
- Listen to recorded customer interactions to assess the quality of service provided by call center agents
- Evaluate agent performance based on scorecard and SOP, such as adherence to scripts, professionalism, and information accuracy
- Provide constructive feedback to agents, highlighting areas for improvement, and offer coaching to enhance their skills
- Generate regular reports and analysis on call center performance, areas of improvement, provide insights and suggesting process enhancements to ensure high-quality customer service.
- Mentored junior QA specialists, fostering a culture of continuous learning and professional growth
- Reported problems and concerns to management
Customer Service Agent
Scicom (MSC) Berhad
01.2015 - 01.2020
- Primary responsibilities involve providing service to customers through phone calls, live chat, and email communication
- Consistently maintained a high level of performance, which has led to opportunities provided by the company to further training in the Philippines
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Education
Bachelor Degree - Human Resource Management
Open University Malaysia
Jalan Seri Rejang Rampai Business Park South 09.2019 - Current
SPM -
Chong Hwa Independent High School
Jalan St Thomas, Off, Jln Sultan Azlan Shah 01.2009 - 05.2013
Skills
Microsoft Office
Google App
Coaching
Problem solving
Reporting
Translation (Chinese English)
Customer Service
CRM
People Management
Multitasking
Personal Information
Date of Birth: 04/23/96
Timeline
Customer Service Team Leader
TDCX
11.2023 - 03.2024
Team Leader
Concentrix
04.2022 - 11.2023
Team Leader
Scicom (MSC) Berhad
07.2021 - 03.2022
Quality Assurance Specialist
Scicom (MSC) Berhad
01.2020 - 06.2021
Bachelor Degree - Human Resource Management
Open University Malaysia
09.2019 - Current
Customer Service Agent
Scicom (MSC) Berhad
01.2015 - 01.2020
SPM -
Chong Hwa Independent High School
01.2009 - 05.2013