Elvira Shanil Philip
Senior Team Leader
Bukit Jalil
Summary
With over 10 years of professional experience, including 6+ years in customer service, I have developed a strong understanding of client needs and expectations, enabling me to drive meaningful improvements in service delivery and customer satisfaction.
Leveraging Six Sigma methodologies, SMART goals, and data-driven insights, I have successfully optimized operations, enhanced team performance, and delivered measurable business outcomes. My expertise in CRM systems, quality assurance, and cross-functional collaboration has been key to improving workflows and elevating service standards.
In addition, I have professional exposure to the cryptocurrency and forex trading industry, supporting operations, client management, and analytical functions. This experience has strengthened my adaptability and broadened my understanding of dynamic, fast-paced business environments.
I am committed to empowering teams to exceed expectations, foster long-term client relationships, and drive continuous growth.
Overview
10
10
years of professional experience
2
2
Years of expertise in Quality Assurance
4
4
Years of Team Leadership Experience
Work History
Senior Team Leader
Open2Assist
Kuala Lumpur
12.2024 - 10.2025
- Supervised and motivated agents to achieve KPIs.
- Conducted coaching, feedback, and performance reviews.
- Monitored SLAs, AHT, QA, CSAT, and adherence.
- Resolved complex customer escalations.
- Supported workforce planning, scheduling, and queue management.
- Organized training and upskilling sessions.
Analyzed data to identify trends and improvement areas. - Collaborated with cross-functional teams to enhance workflows.
- Led daily huddles and weekly performance reviews.
Built a positive, accountable, and team-oriented culture.
Key Projects - Implemented Six Sigma workflow enhancements, raising FRT from 94% to 96% (96% of chats answered within 2 minutes) and AHT from 92% to 96% (96% of chats resolved within 10 minutes).
- Reduced KL office email FRT from 4 hours → 3 hours through triage and process improvements.
- Boosted KL office Quality Assurance (QA) scores by 4% through targeted coaching and process improvements.
- Improved Customer Satisfaction (CSAT) by 5% by driving quality, service excellence, and escalation handling.
- Managed a 30% chat surge through resource optimization and engagement initiatives.
- Launched a recognition program that improved morale and drove 92% KPI adherence.
Customer Service Team Lead
Open2Assist
Kuala Lumpur
01.2024 - 12.2024
- Supervised and motivated agents to achieve KPIs.
- Conducted coaching, feedback, and performance reviews.
- Monitored SLAs, AHT, QA, CSAT, and adherence.
- Handled escalations and coached agents in de-escalation techniques.
- Analyzed complex datasets to identify trends, drive operational efficiency, and support informed decision-making.
Key Projects - Built an Excel dashboard integrating QA, AHT, and productivity data for real-time performance tracking.
- Reduced AHT from 15 minutes to 10 minutes while sustaining QA scores above 95% and high customer satisfaction levels through targeted, data-driven coaching.
- Increased my team’s QA scores from 94% → 97% by identifying trends and executing focused quality sessions.
- Automated performance and trend reports using pivot tables and formulas for data-driven decisions.
Customer Service Team Lead
Amber Pro Solutions (M) Sdn Bhd
10.2022 - 12.2023
- Supervised and motivated agents to achieve KPIs.
Conducted coaching, feedback, and performance reviews. - Monitored SLAs, AHT, QA, CSAT, and adherence.
- Resolved complex customer escalations promptly and effectively.
- Supported workforce planning, scheduling, and queue management.
- Organized training and upskilling sessions for team development.
Key Projects - Improved customer service quality by reducing escalations by 25% through coaching and process optimization.
- Increased CSAT scores by 15% by resolving complex cases and enhancing service delivery standards.
- Boosted QA consistency to 95% across all agents through targeted training and monitoring.
- Streamlined onboarding and mentoring processes, reducing new hire ramp-up time from 4 weeks to 2.5 weeks.
- Led workflow improvements that increased team productivity by 20% and enhanced SLA compliance.
Quality Assurance Specialist
Amber Pro Solutions (M) Sdn Bhd
12.2019 - 09.2022
- Monitor and evaluate customer interactions (chats, emails).
- Identify quality gaps and provide performance feedback to agents.
- Conduct regular QA calibrations with team leads/managers.
- Create and update QA scorecards and evaluation forms.
- Analyze QA data to identify trends and improvement areas.
- Collaborate with training teams on coaching and upskilling needs.
- Ensure process compliance and adherence to company policies.
Key Projects - Redesigned QA scorecard and introduced data-driven insights dashboard, resulting in a 15% improvement in agent quality scores and faster identification of performance gaps
- Implemented a QA calibration program across BPO sites, improving scoring consistency by 18% and increasing CSAT by 4%.
Customer Service Representative
Amber Pro Solutions (M) Sdn Bhd
08.2018 - 12.2019
- Managed high volumes of customer live chats and emails, ensuring all KPIs were consistently met, including FRT, AHT, NRT, CSAT, and SLA adherence.
- Gathered customer feedback and implemented process improvements to enhance satisfaction.
- Assisted customers with queries related to forex trading platforms, cryptocurrency wallets, deposits/withdrawals, and transaction issues.
- Educated clients on trading procedures, platform features, and risk management practices.
Achievements - Increased First Call Resolution by 15% in 3 months through focused training and process improvements, enhancing customer satisfaction and reducing repeat contacts.
- Met AHT targets within 4 months by refining troubleshooting steps and optimizing the knowledge base, boosting efficiency and resolution speed.
- Handled an average of 120 - 160 chats and 30–40 emails per day, maintaining an average quality score at 95%.
- Recognized as top-performing representative for maintaining quality standards while managing high-volume workload.
- Contributed to updating the knowledge base for forex and crypto FAQs, reducing repeat inquiries by 15%.
Customer Service Representative
Aegis BPO Sdn Bhd
10.2017 - 06.2018
- Managed inbound communications through calls and live chat for the online shopping platform across 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.
Achievements - Handled an average of 60–80 calls and 40–50 chats per day while maintaining an AHT of 7–9 minutes.
- Achieved FRT of 96% and AHT of 94% for online chat inquiries.
- Improved CSAT from 89% → 93% through timely resolution and personalized customer support.
- Processed over 150 orders weekly with 98% accuracy, minimizing errors and returns.
- Recognized for cross-market performance, supporting multiple time zones efficiently without service delays.
Customer Service Representative
Scicom (MSC) Berhad
01.2017 - 09.2017
- Managed inbound and outbound calls for a 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.
Achievements - Handled an average of 50–70 calls per day, maintaining an AHT of 6–8 minutes.
- Achieved a First Call Resolution (FCR) rate of 92% for technical support inquiries.
- Improved customer satisfaction (CSAT) from 87% → 91% through proactive issue resolution and follow-ups.
- Reduced service appointment delays by 20% by coordinating efficiently with repair teams.
- Provided actionable reports on recurring issues, contributing to process improvements and product enhancement.
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.
Achievements - Handled an average of 50–60 outbound calls per day with a 98% accuracy rate in GST calculations.
- Improved shipment assignment efficiency by 15% through optimized courier allocation.
- Reduced returns processing time by 20% by streamlining internal workflows.
- Achieved 95% compliance with company policies and accuracy standards for returns and exchanges.
Skills
- Six Sigma principles
- Stakeholder Management
- SMART goal setting
- Strategic Planning
- Conflict resolution
- Data-driven decision making
- Advanced Excel Functions
- Customer service excellence
- Team collaboration and leadership
- Adaptability and flexibility
- Process improvement strategies
- Quality assurance practices
Technical Skills
- Data and analytics: Tableau, Metabase
- Customer support and CRM: MaestroQA, CP, Zendesk, Intercom, Slack and CRM systems
- Productivity tools: Microsoft Excel (advanced), Microsoft Office, Google Workspace
- Workforce & Scheduling Tools: Assembled, Workforce Management Systems
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