Kelly Sim
Summary
Experienced and results-driven Senior Team Leader with strong expertise in managing both voice operations and backend refund processing teams. Proven ability to lead high-performing teams, improve operational efficiency, and enhance customer satisfaction. Skilled in performance management, KPI tracking, escalation handling, and cross-functional coordination. Adept at managing complex refund (CAS) cases and non-voice customer support workflows while ensuring compliance, accuracy, and timely resolution. Committed to driving continuous improvement and fostering a motivated, customer-focused team environment. Experienced in leading diverse teams to achieve project goals with collaborative and proactive approach.
Overview
10
10
years of professional experience
Work History
Senior Team Leader
TDCX
08.2023 - Current
- Led and supervised a team of 15-30 customer service representatives handling inbound/outbound calls, ensuring achievement of daily KPIs and service level targets.
- Managed a backend refund team responsible for processing refund cases (CAS) and handling non-voice customer support cases, ensuring accuracy, compliance, and timely resolution.
- Oversaw end-to-end refund workflows, reducing processing delays and improving case turnaround time.
- Monitored call quality, case handling standards, and productivity metrics to maintain high service excellence.
- Conducted regular coaching sessions, performance evaluations, and one-on-one feedback to improve team performance.
- Managed workforce scheduling, attendance, and resource allocation for both voice and non-voice teams.
- Collaborated with operations, finance, and compliance teams to ensure accurate refund processing and adherence to policies.
Team Leader
Webhelp APAC Malaysia Sdn Bhd
12.2020 - 08.2023
- Ensure contact center operations targets are met at both individual and team levels.
- Review team performance according to the requirements and effectively manage any underperformance or improvement requirements in a timely manner.
- Motivating and inspiring the team to surpass their potential.
- Encouraging, supporting and motivating actively one’s peer team.
- Promoting and encouraging good customer management practices / driving agents towards achieving set target and goals.
- Helping to devise scripts for team to work on.
- Close mentoring of new team members.
- Facilitating the communication among the members of team.
- Creating sense of ownership within the employees and resolving employee issues, if any.
- Monitoring, organizing and coaching team on a day-to-day basis, includes call listening.
- Ensuring that the employees follow their schedules properly as designed.
- Handling escalated calls, complaints, questions and queries as necessary.
- Carrying out team meetings and actively participating in the weekly and monthly meetings.
- Documenting reports on each team member’s performance and targets.
- Striving for new ways continually, to increase the opportunities to deliver better quality services.
- Identifying quality gaps within the agents.
- Providing team briefing, coaching and improving agent’s performance.
- Executing and implementing process based requirements.
- Managing staff cohesiveness within the team.
- Able to work under pressure.
- Submitting proposals in regards to process enhancements.
- Submitting monthly scorecards for incentives purposes to Operations Manager.
Quality Analyst
Webhelp APAC Malaysia Sdn Bhd
10.2019 - 11.2020
- Ensure the quality performance of the operation by going through their conversation and auditing them with the correct SOP and policies.
- Coaching with agent to make sure the improvement and correct knowledge been delivered.
- Present the performance result to client and come out with action plan.
- Work together with client for their requirement and changes on SOP.
Reviewer
Accenture
02.2017 - 08.2019
- Understand client policies and guidelines, Make decisions according to the defined policies and procedures, Identify improvement opportunities in work flow and suggest solutions, Interface effectively with other internal and Client teams.
- Managing the team productivity and leading a team in production workload basic.
Product Development Executive
Foodtech Production Sdn Bhd
05.2016 - 01.2017
- Develop potential confectionery product in asia market, look for the best factory for production, seek for distributer / client all around the world to bring the product into their supermarket and hypermarket.
- Besides, I am also in charge on the design of the product packaging, finance account and all of the paper work.
Education
Bachelor Degree of Business Marketing (Honours) -
Tunku Abdul Rahman University College
Bachelor Degree of Marketing Management (Honours) -
Sheffield Hallam University
Diploma in Business Marketing -
Tunku Abdul Rahman University College
Sijil Pelajaran Malaysia (SPM) -
Sekolah Menengah Kebangsaan Sri Mutiara
Skills
- Team Leadership
- Backend Operations Management
- Refund Processing
- Non-Voice Case Handling
- KPI Management
- Quality Assurance
- Coaching & Mentoring
- Escalation Handling
- Workforce Planning
- Process Improvement
- Cross-Functional Collaboration
- Photoshop Editing
- Microsoft Office
- Data Management
- Speed Typing
- Sales And Marketing Management
- Google Analytics
- Document Control
Languages
English
Mandarin
Timeline
Senior Team Leader
TDCX
08.2023 - Current
Team Leader
Webhelp APAC Malaysia Sdn Bhd
12.2020 - 08.2023
Quality Analyst
Webhelp APAC Malaysia Sdn Bhd
10.2019 - 11.2020
Reviewer
Accenture
02.2017 - 08.2019
Product Development Executive
Foodtech Production Sdn Bhd
05.2016 - 01.2017
Bachelor Degree of Business Marketing (Honours) -
Tunku Abdul Rahman University College
Bachelor Degree of Marketing Management (Honours) -
Sheffield Hallam University
Diploma in Business Marketing -
Tunku Abdul Rahman University College
Sijil Pelajaran Malaysia (SPM) -
Sekolah Menengah Kebangsaan Sri Mutiara