Summary
Overview
Work History
Education
Skills
Honors & Awards
Training
Self-evaluation
Timeline
Generic
Koh Pang Ann (Andrew)

Koh Pang Ann (Andrew)

Customer Service Team Lead / Supervisor
Kuala Lumpur,14

Summary

Dynamic Customer Service Team Lead with extensive experience in driving high-performance teams and elevating customer satisfaction. Proven track record in resolving complex issues and implementing strategies that enhance service delivery while fostering a collaborative work environment. Expertise in conflict resolution, team training, and performance management ensures adaptability to evolving business needs. Committed to excellence and reliability, consistently achieving results that exceed expectations.

Overview

7
7
years of professional experience
4
4
Languages

Work History

Customer Service Team Lead

Black Knight BPO SDN. BHD - I Gaming Industry
02.2023 - 09.2025
  • Outline: Responsible for performance of Malaysia Work From Home Team with leading 20+ agents and reporting to Supervisor.
  • Key Responsibility:
  • Leading, mentoring, and supporting the customer service team to meet performance goals and enhance service quality.
  • Analyzing metrics and preparing reports on team performance to inform management decisions.
  • Evaluate of Rating 1 chats and provide coaching to ensure customers have a positive experience by maintaining high standards of service delivery.
  • Acting as a liaison between the management and the team to communicate company policies, updates, and changes.
  • Identifying opportunities for process improvements to enhance efficiency and customer satisfaction.
  • Monitoring team performance, providing feedback, and conducting performance evaluations.
  • Conducting training sessions to improve team skills and product knowledge.
  • Scheduling shifts and managing workload distribution to ensure adequate coverage.
  • Fostering a positive work environment that motivates team members and encourages engagement.

Customer Service Team Lead

Transcosmos Malaysia SDN. BHD - Food Delivery Industry
01.2022 - 01.2023
  • Outline: Responsible for performance of entire Hong Kong Team leading 15 agents and reporting directly to Operation Manager.
  • Key Responsibility:
  • Organizing team activities, distributing workload and assigning tasks based on individual strengths
  • Managing daily operations, removing obstacles for staff and continually searching for improvement opportunities
  • Managing staff shift-rotation, holiday allowance and sickness leave records
  • Handling staff disciplinary issues, grievances and contract terminations
  • Collecting reports from clients and operation managers and collating into slide decks for senior management
  • Monitoring team progress, praising high-performers and providing coaching to under-target team members
  • Setting individual and team-wide performance targets and KPIs

Subject Matter Expert

Transcosmos Malaysia SDN. BHD - Food Delivery Industry
09.2021 - 01.2022
  • Outline: Working within team of foodpanda project providing support to agent and overseeing the whole team.
  • Key Responsibility:
  • Resolving vendors complaints swiftly ensuring a mutually beneficial agreement is reached for both the customer and the business
  • Providing general administration support to team lead such as coaching , reports, and monitoring agents
  • Data entry into google sheet database in an accurate and timely manner
  • Monitoring incoming emails and distributing to necessary team members
  • Maintenance of database, updating records and cleansing old or invalid data

Senior Customer Service Executive

Transcosmos Malaysia SDN. BHD - Food Delivery Industry
09.2020 - 09.2021
  • Outline: Working within the customer service team, ensuring that all Hong Kong customers receive and excellent level of customer care at all times.
  • Key Responsibility:
  • Track vendor orders in Backend and update where necessary
  • Ensuring that all vendor queries receive a response within agreed timeframes
  • Working towards challenging KPI targets
  • Assists team to guide on new joiner and take responsibility as a peer coach

Senior Customer Service Executive

Klook Travel Malaysia SDN. BHD - E-Commerce Industry
08.2019 - 08.2020
  • Outline: Leading the Hong Kong and Taiwan customer service team to ensure a high standard of service and drive sales of service.
  • Key Responsibility:
  • Answering queries via call, chat and email to assist customers in making purchases and order inquiries
  • Ensure that customers receive exemplary customer service during all contact points with the company
  • Resolving customer complaints swiftly ensuring a mutually beneficial agreement is reached for both the customer and the business
  • Arranging suitable delivery times for customer and providing updates when required
  • Making all customers aware of new offers and promotions

Junior Customer Service Executive

Aegis BPO SDN. BHD - Travel Agency Industry
01.2019 - 07.2019
  • Outline: Based in Hong Kong Market for Hotels and Airline department to assist on customer's order with purchases and inquiries with provide a high level of customer service.
  • Key Responsibility:
  • Retaining unhappy customers by listening to their issues and providing solutions to solve them
  • Ensure that customers receive exemplary customer service during all contact points with the company
  • Keeping an up-to-date knowledge of all SOP knowledge through regular training and self-study

Education

Advance Diploma - Automotive Engineering

Despark College
12.2018

Sijil Kemahiran Malaysia Level 2 - Polytechnic

Despark College
03.2016

SPM - High school

SMK Chung Hwa Wei Xin
12.2014

Skills

  • Advanced data analysis

  • Effective communicator

  • Advanced English proficiency

  • Mandarin proficiency

  • Proficient in office software

  • Proficient in Malay

  • Leadership proficiency

  • Strategic decision-making

  • Effective conflict resolution

  • Coaching expertise

Honors & Awards

  • Top Performing Agent Awards 2021 Quarter 2
  • Top Perfect Attendance Rewards 2021
  • Top Performance Team Leader 2022 Quarter 2
  • Most Helpful Team Lead Award 2023

Training

  • DISC Personalities Training (Completed in 2024)
  • Customer Service Trainer Training (Completed in 2024)
  • Executive Leadership Development Program Training (Completed in 2023)
  • Leadership and Staff Development Program Training (Completed in 2023)
  • Self Reflection Training (Completed in 2023)
  • Data Analysis Training (Completed in 2022)
  • Peer Coach Customer Service Training (Completed in 2021)
  • Senior Customer Service Training (Completed in 2020)

Self-evaluation

As a Customer Service Team Lead with almost 3 years of experience, I have effectively led a team to achieve exceptional service standards and drive customer satisfaction. My role has been pivotal in enhancing team performance through strategic leadership, continuous improvement initiatives, and fostering a collaborative work environment. I am committed to fostering an environment of excellence and am eager to bring my leadership abilities and passion for customer service to a new role where I can continue to contribute to team success and organizational growth.

Timeline

Customer Service Team Lead

Black Knight BPO SDN. BHD - I Gaming Industry
02.2023 - 09.2025

Customer Service Team Lead

Transcosmos Malaysia SDN. BHD - Food Delivery Industry
01.2022 - 01.2023

Subject Matter Expert

Transcosmos Malaysia SDN. BHD - Food Delivery Industry
09.2021 - 01.2022

Senior Customer Service Executive

Transcosmos Malaysia SDN. BHD - Food Delivery Industry
09.2020 - 09.2021

Senior Customer Service Executive

Klook Travel Malaysia SDN. BHD - E-Commerce Industry
08.2019 - 08.2020

Junior Customer Service Executive

Aegis BPO SDN. BHD - Travel Agency Industry
01.2019 - 07.2019

Sijil Kemahiran Malaysia Level 2 - Polytechnic

Despark College

SPM - High school

SMK Chung Hwa Wei Xin

Advance Diploma - Automotive Engineering

Despark College

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Koh Pang Ann (Andrew)Customer Service Team Lead / Supervisor