Mohd Yunus Ali
Team Manager - Online Assisted Services
Subang Jaya
Summary
Dedicated goal-oriented team manager with 15 years of extensive leadership experience in the call center industry. Committed to meeting team performance objectives and achieving set targets by providing thorough training, setting team goals, and developing innovative strategies. Possesses superb oral and written communication skills, excellent time management, and strong leadership abilities. Able to effectively lead and motivate teams towards success.
Overview
21
21
years of professional experience
2032
2032
years of post-secondary education
2
2
Languages
Work History
Team Manager - Online Assisted Services
Maxis
11.2023 - Current
- Lead and oversee social media channels to ensure timely, effective communication with customers
- Develop and implement strategies to enhance online customer assistance and support services
- Supervise a team of online support agents, providing coaching and guidance for high-quality service delivery
- Analyze performance metrics and customer feedback to identify improvement areas
- Collaborate cross-functionally to resolve customer concerns and enhance overall customer experience
Team Manager - Data Helpdesk
Maxis
08.2018 - 11.2023
- Managed a team of Data Specialists supporting VVIP and regular customer accounts with mobile data, technical, and hardware issues
- Enhanced performance quality through close monitoring, coaching, and performance-driven strategies
- Fostered employee engagement by creating a flexible, high-quality service-oriented work environment
- Collaborated with vendors and stakeholders to address Huawei product issues, including Maxis FTTH Fiber installation
- Conducted monthly face-to-face and PIT stop sessions with team members to discuss processes and performance improvements
Bank Teller
OCBC Bank (M) Berhad
01.2004 - 06.2007
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Educated customers on banking products, enabling them to make informed decisions about their finances.
- Travelling to cross support new openly branches all across Malaysia.
Education
Degree - Communication
Open University Malaysia
High School Diploma - undefined
SMK Jalan Ampang
01.2008 - 12.2011
Skills
Leadership & Team Management
Root Cause Analysis & Problem Solving
Data Analysis & Performance Monitoring
Coaching & Employee Training
Customer Satisfaction & Support
Communication & Interpersonal Skills
Customer focus
Performance coaching
Influencing skills
Operational excellence
Workforce planning
Accomplishments
- Employee Training Success: Trained 50+ employees, resulting in a 30% improvement in service delivery.
- Customer Satisfaction Boost: Increased customer satisfaction scores by 20% within one year.
- Strategy Implementation Success: Implemented a new strategy reducing issue resolution time by 25%.
Additional Information
President, Ellia Residents Association
Taman Puncak Bestari 2
(Jan 2024 – Present)
- Oversee and manage community activities, fostering a harmonious and safe living environment.
- Serve as the primary representative and liaison between residents and local authorities.
- Strategize and implement initiatives to enhance community facilities and services.
- Lead and coordinate meetings, addressing resident concerns and ensuring effective decision-making.
- Manage budgets and financial planning for association projects and events.
- Drive community engagement through organizing events and promoting active participation
Timeline
Team Manager - Online Assisted Services
Maxis
11.2023 - Current
Team Manager - Data Helpdesk
Maxis
08.2018 - 11.2023
High School Diploma - undefined
SMK Jalan Ampang
01.2008 - 12.2011
Bank Teller
OCBC Bank (M) Berhad
01.2004 - 06.2007
Degree - Communication
Open University Malaysia