Eunice Ng Lening
Operations Team Leader
Kuala Lumpur
Summary
Dynamic and versatile Player Support & Operations Leader with progressive experience in gaming support, player behavior operations, fraud & risk investigations, and team management. Promoted through multiple roles (Player Support → Specialist → SME → Team Lead).
Skilled in escalation handling, workflow development, cross-functional collaboration, team coaching, and maintaining high service quality. Adept at improving operational processes, supporting product launches, and driving player satisfaction. Seeking a Player Support Team Lead role to apply leadership, technical knowledge, and people development skills in a fast-paced gaming environment.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Operations Team Lead
Concentrix Malaysia
10.2024 - Current
- Develop and implement customer service policies and procedures.
- Monitor customer service representatives’ performance and provide ongoing coaching and feedback.
- Resolve customer complaints and inquiries in a timely and efficient manner.
- Monitor customer service representatives’ adherence to company procedures.
- Ensure customer service representatives maintain a high level of customer service.
- Foster an environment of collaboration and teamwork among customer service representatives.
- Collaborated closely with other departments to streamline interdepartmental communication and improve overall organizational cohesion.
- Streamlined workflow processes, resulting in improved overall team efficiency and effectiveness.
Senior Associate, Platform Risk Management
Centauri Services & Technology Sdn Bhd
06.2024 - 10.2024
- Complete comprehensive investigation using various tools and be accountable for all information researched and contained in each case file.
- Ensure confidentiality of all information collected during investigation.
- Review customer transactions to identify fraudulent activities such as account take over, friendly fraud, identity theft and similar acts/risks.
- Contact customer via phone and/or email to validate the transactions activities and account information.
- Resolve customer issues within the scope of existing service level agreements.
- Investigate chargebacks / fraud claims and provide analysis on loss trends: Analyze trading and behavioral patterns and report suspicious accounts to prevent losses and detect fraud.
- Develop healthy partnerships with internal and external stakeholders to enhance investigative processes and minimize the company's risk; and prepare a comprehensive investigation report for all cases.
- Recommend anti-fraud processes for changing transaction patterns and trends.
- Generate suspicious activity reports and risk management reports for Managers.
Subject Matter Expert (Gaming Account)
TDCX (MY) Sdn Bhd
06.2023 - 06.2024
- Address scaled cases of discipline, mainly handling cases related to user complaints, account compromised, gifting fraud, account selling, ban appeal and similar acts.
- Participate in the global synchronization meetings of the discipline. Coordination for workshops/workflow based on data obtained.
- Work together with Contact Experience Lead, Service Designer to implement better tooling for global player support.
- Provide second-level support and be an escalation link with clients of the discipline, interact with senior management of client companies.
- Slack channel hygiene control across all titles. Coaching regarding the current TF and Audit Compliance based on the question tier.
- Handling all external email escalation to ensure proper communication.
- Liaising with Ops Specialists, QA, and L&D for agent's Knowledge Check, training, and workshops.
- Assist in the management of the discipline for Player Support APAC and clients with the basic use of COPC.
- Assist Team Leaders to manage specialist team and player support agents (Team size : above 80).
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
Player Behavior Specialist (SEA)
TDCX (MY) Sdn Bhd
08.2022 - 05.2023
- - To provide the best assistance for Player Support, clients, and the players.
- - To provide Player Behavior (PB) workshops to agents monthly.
- - To support agents in Player Behavior related matters such as account ban appeal, offensive player report, account recovery, account compromised and account takeover repair in escalation channel.
- - To support team leaders, community managers, and clients on new projects launch.
- - To create new Player Behavior (PB) workflows whenever applicable, review, and revamp existing PB related workflows from time to time to stay relevant with the latest trends.
- - To perform testing on newly released backend tools to ensure smooth transition when it is live.
- - Conduct auditing on E-sport Pro Players account monthly.
- - Handling ad-hoc tasks included having meeting with CX Clients, assisting clients to work on new workflow required.
Player Support (Gaming Account)
TDCX (MY) Sdn Bhd
09.2020 - 08.2022
- To support SEA players in account management issues, gameplay issues, technical issues, billing issues, and player behavior issues.
- -To ensure highest level of player experience by achieving CSAT, AWT, QA, and Productivity targets.
- To provide translated version of Traditional Chinese messaging guideline.
- Maintained a high level of knowledge on gaming and services, enabling efficient issue resolution for players.
- Provided personalized service, anticipating player needs and offering tailored solutions.
- To improve team performance by improving team soft skill in Traditional Chinese related tickets.
- To inform the Operations team when noticing ticket trends.
Education
Bachelor’s Degree - International Business
Tunku Abdul Rahman University of Management & Technology
02.2020
Diploma - International Business
Tunku Abdul Rahman University of Management & Technology
05.2017
Skills
Operational management
Customer relationship management
Root-cause analysis
Escalations & Complex Case HandlingTeam Coaching & MentorshipWorkflow & SOP DevelopmentCRM & Ticketing (Zendesk, Salesforce etc)Fraud/Risk InvestigationQuality Monitoring & Process Compliance (COPC)Cross-regional Stakeholder CommunicationCommunity & Player Behavior OperationsPerformance Reporting (SLA, QA, CSAT)Training, L&D Support, Knowledge Base MaintenanceRemote Team Collaboration & Management
Timeline
Operations Team Lead
Concentrix Malaysia
10.2024 - Current
Senior Associate, Platform Risk Management
Centauri Services & Technology Sdn Bhd
06.2024 - 10.2024
Subject Matter Expert (Gaming Account)
TDCX (MY) Sdn Bhd
06.2023 - 06.2024
Player Behavior Specialist (SEA)
TDCX (MY) Sdn Bhd
08.2022 - 05.2023
Player Support (Gaming Account)
TDCX (MY) Sdn Bhd
09.2020 - 08.2022
Diploma - International Business
Tunku Abdul Rahman University of Management & Technology
Bachelor’s Degree - International Business
Tunku Abdul Rahman University of Management & Technology