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