Summary
Overview
Work History
Education
Skills
Additional Information
Interests
Accomplishments
Timeline
Generic

Jia Fei Tan

Team Leader
Ulu Yam Lama, Batang Kali, Selangor

Summary

- Focused Team Leader with experience reviewing team analytics to improve overall product quality. Courteous and cordial with goal to coach and train employees to meet maximum potential.

- Strategic leader with extensive team management experience. Builds training, mentoring and development opportunities to drive performance. Shares robust resource planning and project delivery expertise.

- Open and inclusive collaborator with strong team building skills. Excels at root cause analysis and dispute resolution. Leads by example to create positive and supportive working environments.

- Results-focused and proactive in planning day-to-day operations and solving service issues. Offers advanced abilities in tackling issues impacting team and business success. Excels at managing team and personal time to consistently exceed expectations.

- Productive employee with proven track record of successful project management and producing quality outcomes through leadership and team motivation. Works with clients to determine requirements and provide excellent service.

- 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.

- Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.

Overview

9
9
years of professional experience
5
5
Languages

Work History

Team Leader

Concentrix
Cyberjaya, Selangor
01.2024 - Current
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Assisted in recruitment to build team of top performers.
  • Enhanced communication strategies, ensuring clear and timely information exchange within team and with clients.
  • Implemented comprehensive reporting system to track team performance and identify areas for improvement.
  • Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
  • Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
  • Developed and executed training programs that significantly improved team skills and morale.

Team Leader

TDCX
02.2022 - 01.2024
  • Worked effectively as part of wider team and with minimal supervision, consistently exceeding targets.
  • Conducted regular staff assessments to determine underachieving employees requiring further training or assistance.
  • Planned and delegated work to meet project or production goals.
  • Conducted staff meetings before shifts to delegate tasks and communicate priorities.
  • Tracked employee productivity, performance and task completion to meet quality standards.
  • Led new staff onboarding and training, enhancing product knowledge and setting best practices.
  • Motivated teams to meet performance targets by awarding achievements and celebrating milestones.
  • Maintained excellent employee satisfaction by creating positive, friendly and supportive working environments.
  • Contributed to development and implementation of improved policies, regulations and procedures.
  • Ensured teams stayed on track to achieving or exceeding KPIs by analyzing reports and monitoring operations.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Helped managers select talented candidates based on interview success, qualifications and experience.
  • Addressed and resolved employee matters during shift management, including work schedules, complaints, queries and conflicts.
  • Ensured staff stayed in-line with safety regulations, store procedures and other guidelines by continuously monitoring operations.
  • Achieved quality and productivity KPIs, helping to fuel warehouse efficiency.
  • Directed all production phases from initial estimate to final quality check and delivery.
  • Coordinated workforce activities and monitored operations to identify and mitigate potential inefficiencies.
  • Defined clear priorities and production quality standards to achieve desired result within agreed timescale.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.

Crisis Management Specialist

TDCX
01.2020 - 02.2022
  • Followed internal claims processing procedures to prevent fraudulent payments, guaranteeing high-quality assurance standards.
  • Outlined steps for making and processing claims for policyholders and offered advice to help claimants get compensation.
  • Received correspondence from claimants, verified insurance coverage and arranged assistance to meet clients' needs, exceeding performance targets.
  • Examined claim evidence against company guidelines and procedures to determine suitable outcomes for submitted claims, informing approval or rejection decisions.
  • Assessed incoming claims for validity against policy's conditions and communicated reasons for partial or no payments to clients, enabling fair settlement of valid claims.
  • Collected evidence through investigations, verified documentation from claim submissions and opened new cases in company systems to initiate claim processing activities.
  • Sought missing information and clarifications from clients to facilitate claim progression and settlement, recording provided data for future reference.
  • Gathered information from clients, insurers and partners to assist with valuation and cost calculations for accurate settlement payments.

Financial Executive

Public Bank
05.2019 - 10.2019
  • Established and maintained productive client relationships.
  • Advice on investments, cash, credit cards and all treasury functions.
  • Handled customer finance queries, complaints and concerns, resolving with balanced solutions.

Lifestyle Concierge

Aspired Lifestyles
07.2017 - 01.2019
  • Arranged and planned activities for groups, including arts, physical education and language classes.
  • Assisted associated departments with clerical and administrative support.
  • Prepared contract drafts, purchase orders and business correspondence for team.
  • Took messages from clients and relayed them to relevant staff promptly.

Technical Support Executive

Scicom, MSC
04.2016 - 05.2017
  • Installed operating systems and configured business applications to support systems overhaul.
  • Utilised root cause analysis to diagnose and troubleshoot commonly reoccurring issues.
  • Utilised a solution-focused approach to resolve and clear customer cases efficiently.
  • Provided accurate and detailed diagnostic and troubleshooting information over the phone and via webchat.
  • Followed user guides and technical manuals to complete skilled repairs.
  • Educated service users on new software updates and system capabilities.
  • Performed recovery operations to restore systems following failures.
  • Conducted tactical troubleshooting to identify faults.
  • Resolved service user requests within target timeframes.

Education

Diploma - Science （Information System Engineering

Tunku Abdul Rahman University College

Skills

Advocates and takes action for improving services

Team supervision

Teamwork and collaboration

Team motivation

Problem-solving

Quality improvement

People management

Performance improvement

Work Planning and Prioritization

Coaching and mentoring

Additional Information

  • CITIZENSHIP: Malaysian

Interests

Badminton
Travel
Movie
Reading

Accomplishments

  • Success promote to Team Leader within 2 years from a specialist.
  • Continues 3 months become the top 3 team.
  • Able to guide 3 team member to become the top 10 performance in the project.
  • Able to lead 3 team member promote within a year.

Timeline

Team Leader

Concentrix
01.2024 - Current

Team Leader

TDCX
02.2022 - 01.2024

Crisis Management Specialist

TDCX
01.2020 - 02.2022

Financial Executive

Public Bank
05.2019 - 10.2019

Lifestyle Concierge

Aspired Lifestyles
07.2017 - 01.2019

Technical Support Executive

Scicom, MSC
04.2016 - 05.2017

Diploma - Science （Information System Engineering

Tunku Abdul Rahman University College

Similar Profiles

CREATE PROFILE
Jia Fei Tan Team Leader