Megat Iskandar Zolkarnain

-Attending calls & Chat from customers pertaining Credit card features, Account enquiry and available balance.

-Maintenance on customers account such as account maintenance and demographics , change of phone number, address

-To perform waiver on eligible customer with minimum cost that will be bared for the bank such as Interest, Late fees and over limit fees

-To Activate,block & replace card for lost, stolen, forge cards -To initiate investigation to(FMU) Fraud Management Unit for unauthorized transaction

-To cross sell customer with bank product such as Pre Approve (Non Collateral) loan such as Dial For Cash,Flexi Payment Plan and Balance Transfer to maximize Bank profit -To adhere BNM guidelines,BAFIA Act and guidelines

-To ensure all customer complaints,feedback and concern being address to the right channel

-To escalade follow-up for non FCR call

-To ensure AHT less than 5 minuts

BANK PARTICIPATION

-Participate on COB(Continuity of Bussiness) Cheras COB site (March 2014)

-Participate on System Swing(COB) Hong Kong Server (May 2014) -Participate on Mentor Buddy session (July 2014 Intake)

-Participate on Client Excellent Course

ACCOMPLISHMENT

- Best 20 Top CTphone officers (March 2014)

PROJECTS -Producing fail safe system which produce correct escalation process to correct channel for team members use.This projects is to ensure minimum handling time & ACW for Citiphone bankers to escalade non FCR issues within 1 minute time each call without defects.

Among the opportunities given is to manage a team that attend to Quality Management for contract staff, Contract staff Team Leader and non voice email handling. During the QM task I was assigned 2 agents reporting under myself to filter agents with communication skills issue. Its is the most challenging task I have ever attended in my contact centre experience as I have never been into the position before for the past 15 years of may career. Upon completion of the task for 2 months I was moved to Contract TL position. The task assigned to me as a Contract TL post is never new position to me as I was task previously as a team manager in Symphony BPO Solutions and Air Asia.

Among the task is

1.Managing 20 voice agent.

2.Conduct coaching for agents to continuously improve quality of calls.

3.Taking on escalation calls, assisting agents in dealing with difficult customers while managing customers’ expectations at the same time.

4.Staff performance monitoring

5.Ensure minimal attrition by monitoring, coaching and developing team members.

6.Identify areas for service improvement and make recommendations to the management team

7.Disseminate information received from CCM contact point to the team members as soon as possible and to ensure the team members are fully briefed on the information received.

8.Review workflow and procedures to close service gap, ensure productivity and accommodate new products & services. 9.Conduct regular team meeting and 'buzz’ sessions to ensure that two-way communication is maintained between team members and management.

10.Lead by example by displaying initiative in all areas including adherence to schedule and good attendance records Upon completion of my TL task, I was recall to the floor to manage incoming email in VEMF team. In the email task I was assigned to answer customer interactions in email product related enquiries, product features, and to ensure Departmental KPIs are met/achieved, or performance exceeding the monthly goals.

-To attend manager callback via verbal/email enquiries/ problems or complaint pertaining to U Mobile core product within TAT.

-Using appropriate listening skills/ questioning skills and empathy to gather the relevant information relating to customer’s concern.

-To escalate any queries or unresolved issues which cannot be completed within the agreed procedures.

-Perform test call to contact centre to make sure IVR & inbound call is working

-Followup with clients on Plan Mantainence,Pending Cases

-Perform Daily Report Creation

-Colloborate with RTFM and Reporting Specialist on MC/Awol agents to make sure operation runs smoothly.

-following up with client in the event that there is an outage (TT Sample) -Managing query or procedure from CSR

-Perform live escalation to difficult customers & callbacks in the event that TL are engage with other customer

-Performing briefing to agent’s in the event new procedure or MEMO received from client

-Perform unbarring request(By Paper)

-Perform any adhoc cases or folloup cases assigned by respective AM's -Q busting in the event of call spike

-Coaching/counseling agents for misconduct

-Attend client weekly meeting for weekly Contact centre performance.