Summary
Overview
Work History
Education
Skills
Timeline
Generic
Hairul Iqbal Zali

Hairul Iqbal Zali

Team Lead, Customer Service
Kuala Lumpur

Summary

Experienced team leader with a strong track record of guiding teams toward high performance and achieving strategic goals. Builds trust through transparent communication, fosters collaboration across departments, and drives alignment with organizational priorities. Adept at mentoring talent and leading cross-functional initiatives.

Overview

4
4
years of professional experience

Work History

Team Lead, Customer Service

Centauri Services And Technology Sdn Bhd
Kuala Lumpur, Malaysia
03.2024 - Current
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Assisted management in hiring decisions by conducting interviews with prospective candidates and evaluating their suitability for the Customer Service Specialist role effectively.
  • Reviewed CSAT periodically to identify patterns of dissatisfaction and address them proactively within the team.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.

Process Trainer

Genpact Malaysia Sdn Bhd
10.2022 - 03.2024
  • Delivered high-quality training sessions, leading to increased productivity among team members.
  • Created engaging learning experiences by incorporating real-world examples and case studies into the curriculum.
  • Facilitated post-training evaluations, using feedback gathered to further refine future iterations of course materials and delivery methods.
  • Collaborated with cross-functional teams for seamless integration of new processes and systems..
  • Trained and mentored 200+ new personnel hired to fulfill various roles.
  • Used Google Workspace platform to design training for employees and increase company retention and productivity rates 21%.

Process Associate

Genpact Malaysia Sdn Bhd
07.2021 - 09.2022
  • Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
  • Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
  • Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
  • Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
  • Collaborated with cross-functional teams to develop comprehensive content guidelines and policies.
  • Proactively identified areas requiring policy updates or clarifications, reducing the occurrence of inconsistencies in content moderation decisions.

Education

Bachelor of Architecture - Real Estate Management

Universiti Teknologi Mara (UiTM)
Shah Alam, Selangor, Malaysia
04.2001 -

Skills

Process optimization leadership

Performance evaluation

Operational efficiency enhancement

Effective conflict resolution

Coaching and mentoring

Orientation and onboarding

Training delivery

Timeline

Team Lead, Customer Service

Centauri Services And Technology Sdn Bhd
03.2024 - Current

Process Trainer

Genpact Malaysia Sdn Bhd
10.2022 - 03.2024

Process Associate

Genpact Malaysia Sdn Bhd
07.2021 - 09.2022

Bachelor of Architecture - Real Estate Management

Universiti Teknologi Mara (UiTM)
04.2001 -

Similar Profiles

CREATE PROFILE
Hairul Iqbal ZaliTeam Lead, Customer Service