Team Lead
Cognizant
02.2021 - 10.2023
Hi, I’m
Mohammad Izar Zulkifli
Team Lead
Klang,Selangor Darul Ehsan
Summary
I have roughly15 years of working experience in Business Process Outsourcing (BPO) starting as a Customer Service Representative to a Team Lead role and most of it in IT support either by phone, email and face-to-face.
As a result oriented person, I am practicing an authoritarian and democratic style as a Team Lead.
Work History
CognizantKuala Lumpur, Kuala Lumpur
Team Lead
02.2021 - 10.2023
Job overview
- Provides help to management, including hiring and training, and keeps management updated on team performance.
- Manages and leads a team of employees.
- Communicates company goals, safety practices, and deadlines to team.
- Identify team goals and evaluate team progress.
- Develop team strengths and improve weaknesses.
- Based on the strengths of each team member, managers then assign or delegate appropriate tasks to them.
- Works to coordinate and help work groups to assimilate and work in harmony.
- Assist each employee to enhance their involvement and utilize their strengths to accomplish their shared responsibilities.
- Motivates team members and assesses performance.
- Coach team members. An effective team leader coach members on achieving goals and developing necessary skills that get results.
- Resolve conflict.
Hemmersbach Malaysia Sdn. Bhd.Petaling Jaya, Selangor Darul Ehsan
Technical Engineer
10.2020 - 01.2021
Job overview
- Service Desk Support L2 (Centralized Technical Support).
- Receive cases from Level 1 support.
- Resolving incoming personnel IT queries remotely via email and phone within SLA.
- Identify and diagnose issues and problems.
- Categorize and record reported queries and provide solutions.
- Escalate, if needed, unresolved problems to a higher level of support.
- Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.
- Advise users on appropriate course of action.
- Remain polite, patient and courteous with the throughout the service.
Hemmersbach Malaysia Sdn. Bhd.Petaling Jaya, Selangor Darul Ehsan
Team Lead
07.2020 - 09.2020
Job overview
- Ensure all work is delivered consistently and in accordance with lead measures and Key Performance Indicators (KPIs).
- Detect IT faults and provide efficient and effective solutions to the customer.
- Ensure that all daily data is correctly entered into the system on time, ensuring accurate reports could be provided.
- Work closely with the SDM (Service Delivery Manager) on day-to-day operations.
- Manage and handle escalation from the customer and client.
- Mentoring.
- Coaching.
- Conduct one-on-one for an individual of the performance.
Byte Precision Sdn. BhdKuala Lumpur, Kuala Lumpur
Content Moderator
06.2020 - 07.2020
Job overview
- Ensure legal compliance and safety of content uploaded to the platform (Exposure to Disturbing and potentially harmful content).
- Responsible for the development, improvement, and maintenance of standards for the security of our online communities.
- Improve the content management strategy for short video platforms.
Responsible for coordinating with supervising departments for timely management of content that violates our policies. - Ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Resilience and commitment to self-care to manage the emotional demands of the role.
Concentrix Malaysia (formerly known as Convergys)Kuala Lumpur, Kuala Lumpur
Customer Service Representative
06.2014 - 05.2020
Job overview
- Engaging with the client and other partners with supervisor supervision.
- Assist leads in identifying problems, issues, technical and staff.
- Team Mentor.
- An agent trainer.
- Provide technical phone support to customer.
- User problem solving skills and product knowledge to remotely resolve.
- Customer's technical queries in a timely manner.
- Active engineer for onsite repair with part recommendation or trigger replacement unit for customer in the event of genuine hardware failure.
- Record and update customer's cases into systems for proper tracking.
- Provide accurate and understandable information to customer remotely.
- Ensure customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst ensuring follow through in all cases.
- Maintain high level of customer satisfaction whilst providing technical assistance.
- Maintain accuracy when logging and/or updating call details in the call tracking tool.
- Be familiar with all policy, processes, product, technical knowledge and escalation path.
- Remain polite, patient and courteous with customer throughout the service.
Datacom Southeast Asia (M) Sdn. Bhd.Petaling Jaya, Selangor Darul Ehsan
Product Specialist
08.2012 - 05.2014
Job overview
- As a master trainer to deliver training on process to all: Supplier's support staff.
- Troubleshoot and process knowledge.
- Report generation related to service quality, e.g call coach report, etc.
- Plan and schedule training.
- Conduct training material audit.
- Act as the technical consultant to CSR.
- Co-ordinate with HP educations team for technical consultations.
- Conduct Product and Technical training for new and existing CSR.
- Ensure that all technical and product update provided by HP are effectively communicated to CSR.
- Handle and manage technical problem raised by CSR or customer. This includes, but not limited to, simulating and testing technical problems, escalating technical problems to the appropriate level whilst ensuring follow through in all cases, and delivering resolutions to customer to their needs and satisfaction.
- Report generation (related to technical issues).
Datacom Southeast Asia (M) Sdn. Bhd.Petaling Jaya, Selangor Darul Ehsan
Technical Support Representative
11.2009 - 07.2012
Job overview
- Provide technical phone support to customer.
- User problem solving skills and product knowledge to remotely resolve.
- Customer's technical queries in a timely manner.
- Active engineer for onsite repair with part recommendation or trigger replacement unit for customer in the event of genuine hardware failure.
- Record and update customer's cases into systems for proper tracking.
- Provide accurate and understandable information to customer remotely.
- Ensure customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst ensuring follow through in all cases.
- Maintain high level of customer satisfaction whilst providing technical assistance.
- Maintain accuracy when logging and/or updating call details in the call tracking tool.
- Be familiar with all policy, processes, product, technical knowledge and escalation path.
- Remain polite, patient and courteous with customer throughout the service.
Caliber Interconnects Sdn. Bhd.Seri Kembangan, Selangor Darul Ehsan
Technician
07.2008 - 11.2009
Job overview
- Ensuring that all systems are working properly.
- Performing basic computer hardware/software installation and configuration.
- Configuring and installing of new IT equipment.
- Responding to incoming requests for support.
- Communicating with customers in person, over the phone and via email.
- Identifying and resolving issues regarding software, hardware, and operating system.
- Maintaining incident records and its resolution.
Education
Kolej Teknologi Yayasan Alor GajahAlor Gajah, Melaka
Diploma from Information Technology – Computer System
01.2007 - 07.2009
Kolej W.I.T Workers Institute of TechnologyPort Klang, Selangor Darul Ehsan
No Degree from Technician Computer System Certification
01.2005 - 12.2005
Kolej W.I.T (Workers Institute of Technology)Port Klang, Selangor Darul Ehsan
No Degree from Assistant Computer System Certification
01.2004 - 12.2004
Sekolah Menengah Sultan Sharif AliNegara Brunei Darussalam
GED
01.1999 - 12.2003
Skills
Communication
Honesty
Responsibility
Motivation
Problem solving
Troubleshooting computer (Desktop / Laptop)
Networking
Troubleshooting imaging & printer
Microsoft Office
Google Workspace
Certification
Microsoft® Certified Technology Specialist: Windows 7,Configuration
Timeline
Technical Engineer
Hemmersbach Malaysia Sdn. Bhd.
10.2020 - 01.2021
Team Lead
Hemmersbach Malaysia Sdn. Bhd.
07.2020 - 09.2020
Content Moderator
Byte Precision Sdn. Bhd
06.2020 - 07.2020
Customer Service Representative
Concentrix Malaysia (formerly known as Convergys)
06.2014 - 05.2020
Product Specialist
Datacom Southeast Asia (M) Sdn. Bhd.
08.2012 - 05.2014
Microsoft Certified Professional
04-2012
Microsoft® Certified Technology Specialist: Windows 7,Configuration
05-2010
Technical Support Representative
Datacom Southeast Asia (M) Sdn. Bhd.
11.2009 - 07.2012
Technician
Caliber Interconnects Sdn. Bhd.
07.2008 - 11.2009
Kolej Teknologi Yayasan Alor Gajah
Diploma from Information Technology – Computer System
01.2007 - 07.2009
Kolej W.I.T Workers Institute of Technology
No Degree from Technician Computer System Certification
01.2005 - 12.2005
Kolej W.I.T (Workers Institute of Technology)
No Degree from Assistant Computer System Certification
01.2004 - 12.2004
Sekolah Menengah Sultan Sharif Ali
GED
01.1999 - 12.2003