Francesca Mary
Operation Team Leader
Sungai Buloh
Summary
Goal-oriented as Team Manager and Backend Support Executive dedicated to meeting team performance objectives and achieving set targets. Offering 6 years of extensive leadership and team lead experience in customer service. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
6
6
years of professional experience
2
2
Certifications
Work History
TEAM LEADER MANAGER
UPSTREAM BPO SDN BHD
03.2024 - Current
- Company Overview : (Senoko Energy Pte Ltd Singapore Project)
- Led employee relations through effective communication, coaching, training, and development.
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Empowered employees to take ownership of their roles by delegating tasks appropriately, resulting in heightened job satisfaction.
- Facilitated cross-training opportunities among team members, creating a more versatile and resilient workforce capable of handling unforeseen challenges.
BACKEND SUPPORT EXECUTIVE
UPSTREAM BPO SDN BHD
11.2022 - 02.2024
- Company overview : (Senoko Energy Pte Ltd Singapore Project)
- Team Lead Of Billing Department.
- Handling commercial customers via email.
- Assist payment related issues and solve agent enquiries.
- Process invoices and update account for clients.t bill, first renewal bill and renewal last bill.
- Process invoices and update account for clients.
- Compliance (identifying and analyzing customer details).ing balances.
- Compliance (identifying and analyzing customer details).
- Locate and contact debtors to inquire of their payment status.
- Managed time efficiently in order to complete all tasks within deadlines.
- Negotiate payoff deadlines or payment updates.
- Assist commercial customers regarding invoices, quotation, renewal process and payment updates and etc.
- Paid attention to detail while completing assignments.
CUSTOMER SERVICE EXECUTIVE
UPSTREAM BPO SDN BHD
07.2022 - 10.2022
- Company Overview: (Motorist Singapore Project)
- Outbound service via call to help customer to list their car in best value.
- CCTV installation call for Johor Bahru border to Singapore link Live Traffic cameras.
- Car insurance services.
CUSTOMER SERVICE (UNIVERSAL)
UPSTREAM BPO SDN BHD
04.2022 - 06.2022
- Company Overview: (Changi Mobile & Insurance Singapore Project)
- Inbound service in all platform calls, emails and social media.
- Handling customer complaints and inquiries.
- Assist customer renew the insurance short term and long-term.
- Update customer details in the insurance to avo mobile sim card and currency change in the website.
- Assist customer on purchasing short term Changi mobile sim card and currency change in the website.
- Help customer to find location of the customer care booth Changi mobile in Airport Singapore.
BACKEND SUPPORT AND CUSTOMER SERVICE (UNIVERSAL)
TECHNO MECH (M) SDN BHD
06.2020 - 02.2022
- Company Overview: (Tenaga Nasional Berhad)
- Handling TNB customer enquiries such as billing, outage and payment via live chat and email.
- TNB Outage issues call handling during flood period.
- Data analyzing overall platform calls, emails, live chat and social media for positive, negative and neutral feedback/comments from customers.
- (PDPA Executive) giving approval to provide customer personal details via email.
- Floor assistant and Assistant team leader for PDPA team giving training and assist agents to reply their emails.
TEACHER
INTELEK TUITION CENTRE
01.2019 - 02.2020
- Tutor students via online in mathematics and accountings.
- Monitored student's academic progress and consulting.
- Assisted the students in improving academic achievements by meeting with them regularly to clarify learning problems and work on study skill.
- Working with small groups of students to enhance the learning process.
Education
DIPLOMA IN BOOKKEEPING & PAYROLL
ALISON
04.2001 -
SPM
SMK DAMANSARA DAMAI 1
Damansara, Selangor 04.2001 -
Skills
- Remote team management
- Motivational skills
- Team leadership
- Time management
- Teamwork and collaboration
- Time management abilities
Certification
(HRD Corp) ADVANCED PIVOT TABLE TIPS AND TRICKS IN EXCEL
Timeline
TEAM LEADER MANAGER
UPSTREAM BPO SDN BHD
03.2024 - Current
(HRD Corp) ADVANCED PIVOT TABLE TIPS AND TRICKS IN EXCEL
11-2022
(HRD Corp) CREATE SALES ANALYTICAL DASHBOARD IN MICROSOFT EXCEL WITH AWESOME TIP & TRICKS
11-2022
BACKEND SUPPORT EXECUTIVE
UPSTREAM BPO SDN BHD
11.2022 - 02.2024
CUSTOMER SERVICE EXECUTIVE
UPSTREAM BPO SDN BHD
07.2022 - 10.2022
CUSTOMER SERVICE (UNIVERSAL)
UPSTREAM BPO SDN BHD
04.2022 - 06.2022
BACKEND SUPPORT AND CUSTOMER SERVICE (UNIVERSAL)
TECHNO MECH (M) SDN BHD
06.2020 - 02.2022
TEACHER
INTELEK TUITION CENTRE
01.2019 - 02.2020
DIPLOMA IN BOOKKEEPING & PAYROLL
ALISON
04.2001 -
SPM
SMK DAMANSARA DAMAI 1
04.2001 -
Similar Profiles
Dhaarshine LetchmananDhaarshine Letchmanan
Customer Service Representative at Upstream BPO Sdn BhdCustomer Service Representative at Upstream BPO Sdn Bhd
Nanthan GunaNanthan Guna
Customer Service Executive at Upstream BPO Sdn BhdCustomer Service Executive at Upstream BPO Sdn Bhd
AHMAD QAYYUMUL IHSAN BIN JOHARI, FCCAAHMAD QAYYUMUL IHSAN BIN JOHARI, FCCA
Manager, Oil and Gas Accounting at Upstream Finance & Risk, PETRONAS Carigali Sdn BhdManager, Oil and Gas Accounting at Upstream Finance & Risk, PETRONAS Carigali Sdn Bhd