Foong Chee Sum
Team Leader
Kuala Lumpur
Summary
Dynamic project management professional with extensive experience leading teams to achieve critical project milestones and deliver exceptional results. Recognized for strong organizational and problem-solving skills that effectively address project challenges while maintaining high standards of execution. Proven ability to cultivate a collaborative team environment, enhancing productivity and ensuring timely delivery of complex projects. Committed to streamlining processes and driving continuous improvement within project management practices.
Overview
9
9
years of professional experience
3
3
Languages
Work History
Team Leader - Project Management
TDCX
05.2024 - Current
- Responsible for the day to day management of the contact centre to ensure that KPIs are met.
- Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Project Manager to maintain the agreed service levels to customers
- Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
- Ensure that the feedbacks provided to the team members on their performance are accurate, complete and timely. Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization’s guidelines and policies.
- Collaborate with Customer Experience and Training team to identify the issues , drive the metrics and able to balance and prioritize the above based on seasonality and the needs of customers, team and client.
- Enhance the performance of team members by creating team connection, team briefings, and monthly coaching sessions.
- Delivered successful projects by leading cross-functional teams and effectively managing resources.
- Coordinated with stakeholders to identify project requirements, aligning goals and expectations for successful results.
Team Leader - Project Management
Majorel Malaysia
04.2022 - 05.2024
- Developed comprehensive project plans, ensuring timely completion of tasks and delivering client satisfaction.
- Exceeded client expectations consistently by delivering exceptional results through strong leadership, efficient processes, and clear communication.
- Optimized resource allocation across multiple projects simultaneously without compromising quality or timeline adherence.
- Collaborated with other department leaders to ensure consistency in approach across all projects within the organization.
- Manage a team consists of 30 team member for APAC market.
- Oversee the day-to-day operations of the center
- Motivate frontline team members to consistently improve performance
- Ensure KPIs are met in accordance with company guidelines and standards
- Identify and address existing and potential obstacles and gaps within the Content Moderation team
- Manage team performance, including handling underperformed and outliers through performance improvement plans
Content Moderator
Majorel Group Malaysia
10.2021 - 04.2022
- Responsible for evaluating online social media and advertising content in conjunction with policy.
- Visually navigate and review images and text-based content through internally developed applications or client tools as appropriate.
- Participate in meetings to discuss findings and ongoing recommendations.
- Use internally developed applications to generate quality reports if required.
- Maintain high quality deliverables in daily workflow.
- Examine content which may include ad units, applications or web pages and record findings and opinions using web-based tools and workflow systems.
- Work with engineering and linguistics to help improve the quality of next generation web services as required.
- Work with exceptional attention to detail and deliver optimal quality and productivity levels through data analysis.
- From 2022 December started already assigned as Shift Lead for the queue until current. Mainly focusing on arranging break and task assign, eye look SLA for each queue.
Senior Content Moderator (Mentor)
Concentrix Malaysia
12.2020 - 10.2021
- To filter through videos on social media platform with standards set up by company to ensure the platform is in a green and safety environment. Provide assistance and guiding junior admin when moderating videos and ensure the quality is on par with projects’ target setting by client.
Customer Service Executive
Teledirect Malaysia Airbnb Project
09.2019 - 09.2020
- Proceed to offer assists in positive ways for customer on home stay reservations issue or apps troubleshooting issue. Provide assistant for both host and guest on amendment or cancelation.
- TDCX referral contact: Thomas Wong – 016-5067175
Customer Service Executive
Agoda Malaysia
10.2018 - 09.2019
- Proceed to offer assists in positive ways for customer on hotel booking issue or website issue. Provide assistant for hotel side on payment gateway issues.
Customer Service Executive
Sellbytel Group Malaysia
05.2018 - 09.2018
- Help company to solve issue for customer when having problem with Google Play apps.
Customer Service Executive
Aegis Bpo Malaysia
11.2017 - 05.2018
- Help company to solve issue for customer when having problems with reservation on our website.
Customer Service Executive
Netxonus Sdn Bhd
02.2017 - 10.2017
- Help company to connect with customer and solve issues they are facing when using our website.
Education
SPM -
01.2015
Diploma - Patisserie
The Chef Academy
01.2016
Skills
- Proficient in Microsoft Word
- Proficient in Microsoft PowerPoint
- Strategic task assignment
- Strategic time management
- Strategic project execution
- Client engagement
- Collaborative teamwork
- Problem-solving analysis
- IT technical support
Accomplishments
Directed a team of 25–30 agents to sustain NSS > 90% and SLA > 85% by implementing targeted coaching, KPI dashboards, and process standardization—improving operational reliability and customer satisfaction.
Timeline
Team Leader - Project Management
TDCX
05.2024 - Current
Team Leader - Project Management
Majorel Malaysia
04.2022 - 05.2024
Content Moderator
Majorel Group Malaysia
10.2021 - 04.2022
Senior Content Moderator (Mentor)
Concentrix Malaysia
12.2020 - 10.2021
Customer Service Executive
Teledirect Malaysia Airbnb Project
09.2019 - 09.2020
Customer Service Executive
Agoda Malaysia
10.2018 - 09.2019
Customer Service Executive
Sellbytel Group Malaysia
05.2018 - 09.2018
Customer Service Executive
Aegis Bpo Malaysia
11.2017 - 05.2018
Customer Service Executive
Netxonus Sdn Bhd
02.2017 - 10.2017
Diploma - Patisserie
The Chef Academy
SPM -
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