Elvira Shanil Philip
Senior Team Leader
Bukit Jalil
Summary
With 10+ years of professional experience, including over 6 years in customer service, I have developed a profound understanding of client needs and expectations, allowing me to drive impactful improvements in service delivery and customer satisfaction. My extensive background in customer service has been instrumental in fostering growth and continuously elevating service standards across the industry.
By utilizing Six Sigma methodologies, SMART goals, and data-driven insights, I have successfully streamlined operations, improved team performance, and delivered measurable results. This approach ensures that all initiatives are Specific, Measurable, Achievable, Relevant, and Time-bound, enabling consistent progress and continuous improvement.
My proficiency in CRM systems, quality assurance, and cross-departmental collaboration has allowed me to enhance service quality and optimize workflows. I am dedicated to empowering teams to not only meet but exceed customer expectations, building long-lasting relationships and driving growth in the customer service industry.
Overview
10
10
years of professional experience
2
2
Years of expertise in Quality Assurance
3
3
Years of Team Leadership Experience
Work History
Senior Team Leader
Open2Assist
Kuala Lumpur
12.2024 - 10.2025
- Applied Six Sigma principles to optimize workflows, achieving faster response times and higher productivity.
- Improved First Response Time (FRT) from 94% to 96% by streamlining scheduling processes and prioritizing high-impact tasks.
- Increased Next Response Time (NRT) from 92% to 96% by implementing more effective workload distribution and resource allocation.
- Reduced email FRT from 4 hours to 3 hours by refining email triage procedures and improving team response protocols.
- Led cross-departmental initiatives to refine and standardize processes, reducing client waiting times by streamlining communication and collaboration.
- Worked closely with multiple teams to enhance workflow management, ensuring faster resolution times and a seamless customer experience.
- Coached agents to reduce email processing time, maintaining SLA compliance and high customer satisfaction.
- Utilized CRM systems, including Intercom and Zendesk, for efficient performance tracking and workflow optimization.
- Developed comprehensive training resources to elevate employee expertise.
- Streamlined interdepartmental communication for efficient project execution and workflow integration.
- Conducted thorough analysis of performance metrics to identify growth opportunities.
- Chaired team meetings to effectively align goals and expectations.
Customer Service Team Lead
Open2Assist
Kuala Lumpur
01.2024 - 12.2024
- Enhanced the team’s average QA scores from 94% to 97% through coaching, feedback, and process improvements.
- Produced monthly reports leveraging advanced Excel functions to enhance data clarity.
- Identified trends in complex datasets, driving improved business efficiency.
- Facilitated accurate data analysis and visualization, supporting informed decision-making.
- Addressed escalated customer concerns promptly, ensuring long-term relationship preservation.
- Guided representatives in effective de-escalation techniques during challenging customer interactions.
- Led team meetings to review performance metrics and share best practices for continuous improvement.
- Streamlined processes for quicker issue resolution, fostering increased customer loyalty.
- Trained new staff on company policies and customer service protocols to ensure consistent service delivery.
Customer Service Team Lead
Amber Pro Solutions (M) Sdn Bhd
10.2022 - 12.2023
- Guided representatives in de-escalation techniques for complex customer interactions.
- Coached new team members on service techniques through quality assurance scoring.
- Addressed escalated customer concerns swiftly, ensuring resolutions and fostering long-term relationships.
- Led team meetings to analyze performance data and promote best practices.
- Streamlined processes for quicker issue resolution to enhance customer loyalty.
- Served as a resource for representatives by providing answers and advice on best practices.
- Regularly evaluated representative performance, offering feedback and implementing improvement plans.
Quality Assurance Specialist
Amber Pro Solutions (M) Sdn Bhd
12.2019 - 09.2022
- Conducted detailed evaluations of agent performance using MaestroQA across chats, emails, and calls.
- Generated QA reports identifying gaps in FRT, NRT, and email handling time to enhance coaching strategies.
- Increased local team’s QA score from 94% to 96% through targeted coaching and performance monitoring.
- Collaborated with Team Leads to implement process improvements that increased customer satisfaction and compliance.
- Educated employees on QA standards, ensuring adherence to quality benchmarks.
- Monitored product standards and quality control programs for consistent operational performance.
- Delivered regular updates on quality metrics to leadership, highlighting production deficiencies.
- Tested mixers for calibration accuracy and scheduled preventive and reparative maintenance as required.
Customer Service Representative
Amber Pro Solutions (M) Sdn Bhd
08.2018 - 12.2019
- Managed high volume of customer live chats and emails, ensuring minimal wait times.
- Provided tailored advice and assistance, addressing unique customer needs.
- Responded promptly to inquiries regarding products, services, and company information.
- Gathered customer feedback and implemented process improvements to enhance satisfaction.
Customer Service Representative
Aegis BPO Sdn Bhd
10.2017 - 06.2018
- Managed inbound communications through calls and live chat for the Zara online project across the US, New Zealand, and UK markets.
- Promptly resolved customer inquiries and issues to elevate satisfaction.
- Efficiently processed orders while managing customer accounts.
- Provided education on product features and available services to enhance client knowledge.
- Accurately maintained records of all customer interactions and transactions.
Customer Service Representative
Scicom (MSC) Berhad
01.2017 - 09.2017
- Managed inbound and outbound calls for Bosch Home Appliance project.
- Provided technical support for customers in Singapore and Malaysia.
- Coordinated repair service appointments to ensure prompt service delivery.
- Collaborated with back office teams to resolve customer inquiries effectively.
- Followed up on customer cases to address complaints and improve satisfaction.
- Supplied management with insights on service improvements and industry trends.
- Maintained accurate records of customer interactions and transactions.
Customer Service Representative
DHL SERVICE POINT
05.2015 - 06.2015
- Managed outbound customer calls to deliver information regarding government service tax (GST).
- Calculated GST amounts for shipments processed through DHL.
- Assigned couriers based on delivery locations to enhance logistics efficiency.
- Processed returns and exchanges in accordance with company policies.
Education
Sijil Tinggi Pelajaran Malaysia - Associate of Arts
SMK TAMAN SEA
01-2014
Sijil Pelajaran Malaysia -
SMK(P) SRI AMAN
01-2012
Skills
- SMART goal setting
- Six Sigma principles
- CRM systems
- Conflict resolution
- Data-driven decision making
- Advanced Excel Functions
- Customer service excellence
- Effective communication skills
- Team collaboration and leadership
- Adaptability and flexibility
- Process improvement strategies
- Quality assurance practices
Languages
- English, Proficient
- Malay, Proficient
REFERENCES
- Regan Aiyappa – Customer Service Director
Company: Open2Assist
Phone: +6012 287 7935
Relationship: Customer Service Director - Meylda Adheista – HR Generalist
Company: Open2Assist
Phone: +60 1454 72557
Relationship: HR
Timeline
Senior Team Leader
Open2Assist
12.2024 - 10.2025
Customer Service Team Lead
Open2Assist
01.2024 - 12.2024
Customer Service Team Lead
Amber Pro Solutions (M) Sdn Bhd
10.2022 - 12.2023
Quality Assurance Specialist
Amber Pro Solutions (M) Sdn Bhd
12.2019 - 09.2022
Customer Service Representative
Amber Pro Solutions (M) Sdn Bhd
08.2018 - 12.2019
Customer Service Representative
Aegis BPO Sdn Bhd
10.2017 - 06.2018
Customer Service Representative
Scicom (MSC) Berhad
01.2017 - 09.2017
Customer Service Representative
DHL SERVICE POINT
05.2015 - 06.2015
Sijil Tinggi Pelajaran Malaysia - Associate of Arts
SMK TAMAN SEA
Sijil Pelajaran Malaysia -
SMK(P) SRI AMAN
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