Hiran Nathaniiel
Customer Service Team Leader
Kuala Lumpur,14
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
11
11
years of professional experience
3
3
Languages
Work History
Team Leader
ATOME
06.2023 - 05.2024
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Held weekly team meetings to inform team members on company news and updates.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Evaluated staff performance and provided coaching to address inefficiencies.
Senior Customer Support Specialist
ATOME
03.2023 - 06.2023
- Mentored junior team members, fostering professional growth and development within the department.
- Resolved challenging cases diplomatically while maintaining professionalism, preserving brand reputation with key clients.
- Championed continuous improvement initiatives, resulting in more streamlined workflows and enhanced customer satisfaction levels.
- Collaborated with cross-functional teams to resolve product-related issues promptly, ensuring a seamless customer experience.
- Enhanced customer satisfaction by resolving complex technical issues and providing exceptional support.
- Monitor agents availability status in system
- Assist agents in cases on a daily basis
- Assist agents to pass cases to relevant team
- Assign cases and ensure SLA on track on daily basis
- Delivered outstanding service on escalated calls, resulting in satisfied customers who provided positive testimonials.
Customer Support Officer
ATOME
01.2022 - 03.2023
- Recommended products to customers, thoroughly explaining details.
- Collaborated effectively with other departments to handle escalated customer issues, resulting in swift resolutions.
- Managed high call volumes while maintaining composure and professionalism under pressure.
- Contributed positively to the organization''s online reputation by promptly addressing negative reviews or comments from dissatisfied customers.
- Reply to customer's email via ZenDesk
- Escalate cases to different department according to type of cases
- Answer inbound calls from various merchants
- Assign emails as cases to available staffs if senior staffs are unavailable.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Network Specialist
Maxis Telecommunication
07.2021 - 11.2021
- Served as liaison between user community and software providers.
- Provided hands-on training sessions for staff members on various networking topics such as VPNs, firewalls, routers/switches configurations.
- Performed configuration and troubleshooting of Tertio & Arista routing/switching platforms.
- Collaborated with IT team members to develop comprehensive strategies for network upgrades and expansions.
- Answer inbound calls and assist customers to
troubleshoot their device on network related issues - Create case and escalate to technical department if network issue is not resolved
Social Media Executive
Astro Go Shop
08.2019 - 06.2021
- Analyzed social media trends to optimize posting schedules and maximize audience engagement.
- Crafted compelling copy for social posts that resonated with target audiences, generating shares and comments.
- Collaborated with marketing team members for cohesive branding across all digital platforms.
- Managed company profiles on various platforms, ensuring consistent messaging and visual branding.
- Handle customers complains and compliments on social media
Perform outbound calls if necessary - Send email to logistics and relevant departments to get feedback
- Pull reports for comments and posts posted on Social Media on a daily basis
- Interact with customers via Social Media if there is a live session
- Reply to customer's inquiry in the product inquiry section
- Review customers' rating they give us in the product review section.
Call Center Representative
Multi Automotive And Service Assist
10.2018 - 07.2019
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Answer incoming calls from various clients such as Liberty Insurance, Takaful Ikhlas General, AVIS, Poslaju Malaysia, Pacific and Orient, Proton Edar, and Mitsubishi
- Assist customers to provide towing or roadside assistance for customers or clients
- Perform outbound calls to all customers or clients to follow up and check the progress every 30 minutes
- Perform outbound calls also to the certain insurance company to check on customers policy renewal date and latest policy number.
- Negotiate towing price with the service provider to align with company budgeting
Customer Service Resolution Specialist
Astro Go Shop
09.2017 - 09.2018
- Enhanced customer satisfaction by promptly addressing and resolving complex issues.
- Analyzed customer feedback to identify areas for improvement in service delivery.
- Provided personalized support to customers, ensuring their needs were thoroughly addressed.
- Served as an escalation point for challenging cases, helping resolve them quickly and effectively while preserving client relationships.
- Handled high-pressure situations calmly while remaining focused on providing exceptional support to both internal colleagues and external clients.
- Implemented effective communication strategies for improved customer interactions and rapport building.
Call Center Representative
Asia Assistance Network
06.2016 - 09.2017
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
Film Crew Member
Rocketship Film Support Services
03.2015 - 06.2016
- Displayed adaptability under pressure while handling unforeseen challenges or last-minute script alterations during shoots efficiently.
- Verified working condition of equipment prior to beginning of shoot.
- Collaborated closely with directors, producers, actors, and other crew members for a cohesive working environment on set.
- Managed resources effectively to minimize waste and stay within allocated budgets throughout each project phase.
- Assisted in setting up and breaking down of props and fabrications.
- Maintained continuity between scenes by carefully recording key details such as actor positioning, wardrobe elements, and prop placement.
- Loaded and unloaded new rolls of film and maintained camera reports for film lab.
- Enhanced film production quality by meticulously setting up and adjusting lighting equipment.
- Assisted costume department in creating authentic character looks that contributed to overall storytelling success.
- Facilitated smooth scene transitions through skillful management of location changes during shooting schedules.
- Floated between departments to assess needs and manage small tasks as assigned.
- Installed and maintained systems and analyzed users' needs.
- Tested equipment and circuits using various tools such as standard hand tools and network diagnostic tools.
- Followed standards and procedures to maintain safe work environment.
- Repaired cut cable of various sizes and worked with color-coded wires and cables.
Customer Care Representative
Scicom (MSC) Berhad
12.2014 - 02.2015
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- My duty and responsibilities are to handle customer's order via telephone and process their orders and
send it to the respective nearest store from their home.
Telemarketer
SRG ASIA PACIFIC
10.2013 - 10.2014
- Followed up with customers to solicit further sales.
- Managed a high volume of calls daily while maintaining professionalism and efficiency.
- Generated new leads through targeted cold calling efforts, expanding the company''s client base.
- Recorded and updated customer information in online systems.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
- Provided exceptional customer service by actively listening to clients'' concerns and providing appropriate solutions.
- Recorded contact information of customers and potential customers in internal database.
- Built relationships with customers using strong persuasion and active listening skills.
- Built rapport with customers to foster long-term relationships and ensure repeat business.
- Called prospective customers in designated market area to qualify leads.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Completed daily cold calling and outreach to build sales pipeline.
- Answered calls, took messages, and transferred calls to correct individuals.
Concessions Worker
MBO Cinemas
01.2013 - 09.2013
- Consistently provided friendly service to promote better customer engagement.
- Monitored inventory and notified management of deficiencies or shortages.
- Served drinks and snacks to patrons, maintaining professionalism, and supporting individual needs.
- Handled cash and processed payments, sorting bills, and maintaining records of transactions.
- Kept area, equipment and surroundings tidy and organized to comply with cleanliness standards.
- Increased sales by creating attractive food displays and maintaining a clean, inviting environment.
- Kept accurate records of daily sales totals and inventory levels for management review and analysis.
- Demonstrated knowledge of food safety and sanitation standards for compliance with regulations.
Education
Bachelor of Management Studies - Business Management
OUM MALAYSIA
Kuala Lumpur, Malaysia 04.2001 -
High School Diploma -
SMK TAMAN EHSAN
Kepong, Null, Malaysia 04.2001 -
Skills
Team Supervision
Teamwork and Collaboration
Work Planning
Team motivation
Problem-Solving
People Management
Favourite Quote
Being brave is going where no man has gone before.
This quote has always been my greatest strength and motivation.
This quote is relatable to me, because I'm a person who likes to take a brave and bold decision.
Everyone will tell you do not touch the fire, you might get burned, but for me i know the fire is hot, but for me to know how hot is the fire, i will need to touch it.
Timeline
Team Leader
ATOME
06.2023 - 05.2024
Senior Customer Support Specialist
ATOME
03.2023 - 06.2023
Customer Support Officer
ATOME
01.2022 - 03.2023
Network Specialist
Maxis Telecommunication
07.2021 - 11.2021
Social Media Executive
Astro Go Shop
08.2019 - 06.2021
Call Center Representative
Multi Automotive And Service Assist
10.2018 - 07.2019
Customer Service Resolution Specialist
Astro Go Shop
09.2017 - 09.2018
Call Center Representative
Asia Assistance Network
06.2016 - 09.2017
Film Crew Member
Rocketship Film Support Services
03.2015 - 06.2016
Customer Care Representative
Scicom (MSC) Berhad
12.2014 - 02.2015
Telemarketer
SRG ASIA PACIFIC
10.2013 - 10.2014
Concessions Worker
MBO Cinemas
01.2013 - 09.2013
Bachelor of Management Studies - Business Management
OUM MALAYSIA
04.2001 -
High School Diploma -
SMK TAMAN EHSAN
04.2001 -
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