Firdaus Asnawi
Customer Support Team Manager
Cheras
Summary
Experienced and versatile Customer Support Manager with 7+ years of progressive experience in the financial technology industry, specializing in multilingual support operations across Asia. Proven track record in building and leading high-performing non-English support teams (Korean, Thai, Indonesian, Malay, Vietnamese, Arabic) across remote locations including Kuala Lumpur, Beijing, Bangalore, and Vietnam. Adept in supporting complex financial applications such as Eikon, Workspace, and FX Trading, with certified expertise in Eikon. Known for strong leadership, coaching, and cross-cultural communication skills, having successfully onboarded new hires, developed talent, and achieved top KPI performance within one year. Proactive collaborator with cross-functional teams (Content, SAM, and Site Leads), and a passionate team culture builder, having organized multiple regional team-building initiatives both virtually and in-person. A quick learner and a dependable team player committed to continuous improvement and exceptional client experience.
Overview
12
12
years of professional experience
14
14
years of post-secondary education
4
4
Languages
Work History
Customer Support Team Manager
LSEG
10.2023 - Current
- Spearheaded the launch and management of a newly established non-English customer support team covering Korean, Thai, Indonesian, Malay, Vietnamese, and Arabic languages across four international locations.
- Successfully onboarded, coached, and developed a team of new hires with no prior product knowledge, achieving top KPIs within the first year of operation.
- Provided coaching and guide the new hire to be able to support LSEG flagship products, including Eikon, Workspace, FX Trading, Datastream, and other key platforms.
- Demonstrated strong leadership in managing remote teams across different time zones, ensuring operational consistency and high team engagement.
- Proactively collaborated with cross-functional teams such as the Content team and SAM (Sales Account Management) teams to enhance customer experience and product support efficiency.
- Acted as the LIMT (Local Incident Management Team) administrator, contributing to site-level crisis response and process governance.
- Led employee engagement as Head of the Sports Council, organizing site-wide activities to promote morale and workplace culture.
SENIOR CONSULTANT
Amaris
01.2019 - 10.2023
- Selected as one of the pioneer members to launch Refinitiv’s non-English language support team in Malaysia, delivering high-quality service in Bahasa Malaysia and Bahasa Indonesia.
- Provided expert-level support for flagship Refinitiv products including Eikon and FX Trading, handling both application usage and complex technical/data-related inquiries.
- Earned Eikon Certification in 2020, reinforcing product expertise and technical capability.
- Maintained a consistent track record of resolving high-volume client issues efficiently while working closely with Account Management teams in Malaysia and Indonesia to ensure exceptional client satisfaction.
- Mentored and coached multiple new team members through structured buddy programs, significantly accelerating their product knowledge and promoting team self-sufficiency.
- Organized and led team-building initiatives—including cross-language team activities (Korean, Thai, Vietnamese)—both onsite and virtually, fostering collaboration and team cohesion.
- Successfully coordinated team events such as a Ramadan 2022 team dinner at Hilton Kuala Lumpur, enhancing morale and engagement within a culturally diverse support team.
CUSTOMER SERVICE REPRESENTATIVE
Aegis BPO Malaysia Sdn Bhd
06.2018 - 12.2018
- Resolves product or service problems by clarifying the customer's complaint regarding Zara online purchases.
- Handle US based customers.
- Handle multiple live chat at once.
- Assist customer in parcel status, lost orders, missing item, etc.
CUSTOMER SERVICE PROFESSIONAL
VADS BHD
08.2017 - 05.2018
- Manage high amount of incoming call.
- Open and maintain customer accounts by recording account information by using OVAL.
- Resolving customer's problem regarding technical internet issue, by configure router, ROAD, CCS, SPANMS and basic technical troubleshooting.
- Providing up to date information by accessing WISE.
- Expediting unresolved problem by using NOVA.
- Handle complaints and providing appropriate solution within time limit.
- Able to work under pressure.
RESEARCH ASSISTANT
UNIVERSITI PUTRA MALAYSIA
04.2013 - 04.2015
- Directly involve in the R&D in the department of aquaculture, faculty of agriculture UPM.
- Assist in all laboratory and field work relating to the project. Project focus on the blue swimmer crab and bacteria.
- Gather and present notable insight from previous paper toward the study.
- Work with one of the leading researchers in Malaysia relating with 'quorum sensing'. Work revolve around bacterial cell culture, basic molecular work.
- Collaborate with the Centre of Marine Science handling crab brood stock management.
Education
Bachelor of Science - BIOLOGY
UiTM Arau
Arau, Perlis, Malaysia 05.2013 - 04.2015
Foundation in Science -
UiTM Puncak Alam
Selangor 04.2001 - 09.2011
RESEARCH ASSISTANT - undefined
UNIVERSITI PUTRA MALAYSIA
04.2015 - 04.2017
Skills
- Data Analysis
- Event Management
- Strategic Management
- General HR
- Feedback management
- Customer relations
- Training and mentoring
- Team building
- SLA management
- Team leadership
Timeline
Customer Support Team Manager
LSEG
10.2023 - Current
SENIOR CONSULTANT
Amaris
01.2019 - 10.2023
CUSTOMER SERVICE REPRESENTATIVE
Aegis BPO Malaysia Sdn Bhd
06.2018 - 12.2018
CUSTOMER SERVICE PROFESSIONAL
VADS BHD
08.2017 - 05.2018
RESEARCH ASSISTANT - undefined
UNIVERSITI PUTRA MALAYSIA
04.2015 - 04.2017
Bachelor of Science - BIOLOGY
UiTM Arau
05.2013 - 04.2015
RESEARCH ASSISTANT
UNIVERSITI PUTRA MALAYSIA
04.2013 - 04.2015
Foundation in Science -
UiTM Puncak Alam
04.2001 - 09.2011
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