Hi, I’m
Jacob Thomas Abraham
Quality Assurance Auditor / Call Centre Trainer UNICEF Malaysia
Subang Jaya, Selangor,10
Summary
Customer Service Representative
Dedicated and results-driven Customer Service Representative with a focus on maintaining high levels of customer satisfaction. Proven ability to establish rapport with clients, promptly address inquiries, and resolve issues effectively. Known for reliability, strong time management, and exceptional prioritization skills.
Call Center Assistant Team Lead
Seasoned Call Center Team Lead with over 10 years of experience in high-volume environments, utilizing advanced listening, communication, and problem-solving skills to address diverse customer concerns. Excellent trainer and coach, adept at motivating teams and enhancing performance. Skilled in applying independent decision-making and sound judgment to drive team success and contribute to company growth. Passionate about fostering employee engagement and boosting morale to elevate team performance.
Quality Auditor
Experienced Quality Auditor with strong analytical skills and 2 years of regulatory compliance auditing experience in the call center industry. Recognized for a solution-focused approach and highly regarded by peers and management for delivering accurate, actionable insights. Proven ability to work collaboratively with all levels of staff, management, and external authorities to ensure compliance and continuous improvement.
Overview
17
years of professional experience
4
years of post-secondary education
Work History
HSBC Bank UK
Global Service Executive of First Direct Call Centre
01.2008 - 12.2012
Job overview
- Company Overview: First Direct Telephone and internet-based retail bank, a division of HSBC Bank UK
- Promptly responded to general / banking enquiries from customers via telephone
- Maintained up to date knowledge of banking policies regarding payments, account changes and upgrades
- Developed highly empathetic client relationship and earned reputation for delivering exceptional customer service
- Cross-trained and provided back-up for other customer service representative when needed
- Helped to train the new staff while on call
- First Direct Telephone and internet-based retail bank, a division of HSBC Bank UK
HSBC BANK SINGAPORE
Global Service Executive of INSN Call Centre
01.2012 - 12.2014
Job overview
- Inbound Customer Service Answer customer telephone calls regards Motor/General insurance enquiry
- Make requested policy and account changes
- Respond to questions and concerns about service and escalate calls appropriately
- Counsel Customers on options for service and options
- Consistently improve customer’s satisfaction through expert resolution of conflicts, issues and concerns
- Helpdesk (Email) Reply to the customer’s enquiry via email
- Updating customer’s details such as email address in the system
HSBC Data Processing (Malaysia) Sdn BhdCyberjaya, Selangor
Global Service Executive of Takaful Call Centre
02.2014 - 03.2018
Job overview
- Inbound Customer Service Answers inquiries by clarifying desired information; researching, locating, and providing information
- Attracts potential customers by answering product and service questions; suggesting information about other products and services
- Contributes to team effort by accomplishing related results as needed
- Fulfils requests by clarifying desired information; expedite transactions; forwarding requests
- Suggest additional services by recognizing opportunities to retain customer's loyalty; explaining new features
- Updates job knowledge by participating in educational opportunities
- Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
- Outbound Customer Service Policy servicing outbound (amendment, incomplete form, others)
- New business outbound (obtain and clarify on the incomplete forms or details in the applications)
- Under Writer’s outbound (for medical needs and details)
- Billing’s outbound (to obtain confirmation whether the account still active or closed and to remind customer to ensure their account has sufficient amount for the premium deduction)
- Claim’s outbound (to obtain further information, documents, status)
- Payment’s outbound (to informed on the unsuccessful payments made)
- Established team priorities, maintained schedules and monitored performance.
UNICEF Malaysia
Donor Care Assistant
03.2019 - 05.2023
Job overview
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Developed highly empathetic client relationship and earned reputation for delivering exceptional customer service
- Cross-trained and provided back-up for other customer service representative when needed
- Helped to train the new staff while on call
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Identified opportunities to increase revenue generation by salvaging donor's who meant to cancel the pledge with UNICEF malaysia .
- Proactively engaged with donors intending to cancel their pledges, successfully salvaging relationships and ensuring continued support for UNICEF Malaysia’s mission.
- Delivered timely tax-exempt receipts (for both one-time and monthly pledges) upon request via email, ensuring compliance with donor needs and enhancing donor satisfaction.
- Accurately updated donor details, including addresses and payment information, to maintain current records and ensure seamless donation processing.
- Responded to donor inquiries and general queries efficiently, providing information and solutions to foster positive donor experiences and strengthen relationships.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Improved patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
UNICEF Malaysia
Assistant Team Leader
05.2023 - 06.2024
Job overview
- Worked with Donor Care representatives to handle escalated donor's issues.
- Enhanced team performance by implementing efficient work processes and providing constructive feedback.
- Managed day-to-day operations of the department, ensuring smooth functioning of all administrative tasks related to staff scheduling, resource allocation, and workload distribution.
- Achieved high levels of customer satisfaction by consistently delivering exceptional service through proactive problem-solving abilities.
- Provided ongoing coaching and mentoring to junior staff members, fostering their professional growth and career advancement opportunities.
- Managed team workload to reach production targets.
- Acted as a liaison between team members and upper management to facilitate communication and ensure alignment with company objectives.
- Monitored team productivity and provided regular progress reports to senior management, highlighting areas for improvement.
- Established and maintained healthy relationships with both internal and external partners by demonstrating a high level of professionalism in all interactions.
- Delegated tasks effectively, ensuring optimal utilization of each team member''s skills and capabilities.
- Oversaw performance evaluations for team members, setting clear expectations and providing constructive feedback that led to enhanced productivity levels.
- Conducted new-hire trainings.
- Assisted in the development of training materials for new hires, resulting in a more streamlined onboarding process.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Conducted regular reviews of operations and identified areas for improvement.
- Organized weekly team meetings to discuss projects, share updates, and address any challenges faced by the team.
UNICEF Malaysia Damansara Heights , Kuala Lumpur
Quality Assurance Auditor & Donor Care Trainer
06.2024 - Current
Job overview
- Educated and oriented employees to improve compliance with quality control protocols.
- Completed timely quality reports highlighting deficiencies and recommending corrective actions.
- Enhanced product quality by conducting thorough audits and identifying areas for improvement.
- Identified issues of non-compliance and elevated reports to Team and Department manager.
- Monitored departmental forms for compliance to submissions rules and guidelines.
- Gathered and reviewed current data to determine areas in need of improvement.
- Incorporated real-life case studies into lessons, providing practical examples of call center challenges and effective solutions.
- Evaluated the impact of various training methods on employee performance, refining techniques accordingly for optimal results.
- Enhanced trainee performance by implementing customized training modules tailored to individual needs.
- Delivered ongoing refresher courses to maintain employee proficiency in product knowledge and customer service skills.
- Improved overall call center performance by identifying skill gaps and providing targeted training solutions.
- Collaborated with management for Donor Care call center process improvements, resulting in better customer satisfaction scores.
- Provided coaching and mentoring to Donor Care Staff.
- Achieved higher trainee retention rates through continuous feedback and coaching sessions.
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Mentored and coached team members on QA topics and strategies.
- Provided detailed reports on complaint statistics, identifying areas for improvement and recommending corrective actions.
- Evaluated existing procedures periodically to identify potential areas of improvement in the overall handling of customer complaints.
- Demonstrated empathy towards Donor's by actively listening to their concerns, exploring all possible avenues for resolution and providing clear explanations on the steps taken in each case.
- Promoted open lines of communication within the organization by providing regular updates on complaint statuses and outcomes.
- Developed and maintained comprehensive complaint records, ensuring accurate tracking and reporting.
- Increased resolution rates through effective communication with customers throughout the entire process.
- Performed root cause analysis to identify and resolve quality issues and defects.
- Implemented corrective action plans based on audit findings, resulting in measurable improvements over time.
- Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
- Improved customer satisfaction ratings through meticulous attention to detail and consistent quality control measures.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.
- Monitored staff organization and suggested improvements to daily functionality.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Cultivated quality-centric mindset throughout organization, leading to fewer customer complaints.
- Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
- Supported Donor Care UNICEF Team in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
Education
Sekolah Menengah Methodist
Sijil Pelajaran Malaysia (SPM) from Pure Science
01.2003 - 01.2007
Skills
Microsoft Word
Availability
upon commencement required
References
- Divya Bashkar, 014-368 2543 / 03-8315 2000 ext.: 84818, Assistant Manager FCC, HDPM, Previous Assistant Manager
- Kevin David, 012-614 8240, Manager HSBC Security Services, HDPM, Previous Processing Trainer
- Wigneswaran Muniandy, 03-8315 2000/ 016-208 1617, HSBC Electronic Data Processing (Malaysia) Sdn Bhd, Previous Direct Manager
- Jeyanthi Raman, 016-6615007, UNICEF Donor Care Department Manager
Personal Information
- Age: 34
- Expected Salary: RM 6700
Timeline
Quality Assurance Auditor & Donor Care Trainer
UNICEF Malaysia
06.2024 - Current
Assistant Team Leader
UNICEF Malaysia
05.2023 - 06.2024
Donor Care Assistant
UNICEF Malaysia
03.2019 - 05.2023
Global Service Executive of Takaful Call Centre
HSBC Data Processing (Malaysia) Sdn Bhd
02.2014 - 03.2018
Global Service Executive of INSN Call Centre
HSBC BANK SINGAPORE
01.2012 - 12.2014
Global Service Executive of First Direct Call Centre
HSBC Bank UK
01.2008 - 12.2012
Sekolah Menengah Methodist
Sijil Pelajaran Malaysia (SPM) from Pure Science
01.2003 - 01.2007
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