MUHAMMAD SAFWAN MOHD RADZI
CUSTOMER SERVICE SENIOR TEAM LEADER/CONTENT REVIEW TEAM LEADER
Kajang
Summary
Results-driven professional with over 10 years in customer service, specializing in operational leadership and team management. As Content Review Team Leader, led efforts to uphold platform integrity and quality standards. Experienced in managing diverse communication teams, handling escalations, and conducting performance assessments. Skilled in capacity planning, cost analysis, and data-driven reporting to optimize service delivery.
Overview
1
1
Language
13
13
years of professional experience
Work History
E-Commerce Customer Service Team Leader
TDCX
11.2025 - Current
- Supervised a team of 20-25 SPS agents, ensuring adherence to SLA, quality standards, and operational KPIs.
- Trained and supervised team of SPS customer service representatives in providing quality service to Sellers.
- Trained and supervised SPS customer service representatives to enhance service quality for Sellers.
- Reviewed performance metrics, providing feedback and coaching to foster continuous improvement.
- Managed escalated seller complaints, ensuring swift resolutions to enhance seller satisfaction.
- Worked closely with clients and support-functional teams to align support strategies with business goals.
Operation Team Leader
Concentrix Malaysia
04.2025 - 11.2026
- - Managed a team of 25-30 agents (Voice/Chat) for Lazada’s Malaysia, Singapore and Philippines market.
- - Monitored team performance, adherence, and various key metrics.
- - Acted as a Subject Matter Expert and primary point of contact for agent inquiries and escalation to multi-stakeholders (IH).
- - Handled complex customer requests, including escalated manager callbacks.
- - Trained staff on standard operating procedures and company services.
- - Collaborated with Real Time Adherence (RTA) and Workforce Management (WFM) teams for headcount planning to reduce shrinkage and improve service level agreements (SLAs).
- - Facilitated ideas to coaching sessions to enhance agent performance.
- - Contributed ideas to management for process improvement and strategic direction.
Content Review Team Leader
Bytedance
07.2022 - 11.2024
- - Led a team of 15-20 moderators within TikTok’s Trust & Safety department.
- - Oversaw daily operations and performance management.
- - Assessed team performance and analyzed key performance indicators (KPIs).
- - Facilitated coaching and development sessions aimed at improving team performance.
- - Prepared and delivered Weekly and Monthly Business Reviews (WBRs and MBRs).
- - Directed internal and external projects.
- - Played an active role in the hiring process, including conducting interviews for backfilling and team expansion.
Virtual Team Leader
Webhelp
06.2020 - 06.2022
- - Managing 15-20 agents (Voice/Chat/Email) for online shopping (Shopee - SG market).
- - Serving as a Subject Matter Expert (point of contact) for agents to refer to.
- - Conducting one on one coaching sessions (Focused Recognition) specifically for top performance and morale improvement for bottom performers.
- - Facilitated ideas to coaching sessions to enhance agent performance.
- - Conducting test calls or listening to random calls to understand the challenges in handling customers and providing feedback for improvement.
- - Handling complex customer requests, including manager callbacks.
- - Conducting interviews and recruiting new hires based on business needs.
- - Collaborating with RTA and WFM teams to reduce shrinkage and improve SLA.
- - Contributed ideas to management for process improvement and strategic direction.
Team Leader
Kelly Services
06.2016 - 05.2020
- - Started my role as a Customer Service agent in the contact center, swiftly progressing to Team Leader by demonstrating exceptional performance.
- - Managed a team of 15-20 agents for one of the largest clients, Grab (SG).
- - Recognized as the Best Team Leader, achieving all performance metrics.
- - Prepared and delivered weekly and monthly business reviews with both clients and internal teams.
- - Facilitated ideas to coaching sessions to enhance agent performance.
- - Conducted one on one coaching sessions for performance enhancement.
- - Conducted interviews and recruited new hires based on client KPI goals, client overall company objectives.
- - Collaborated with RTA and WFM teams to reduce shrinkage and improve SLA.
Customer Service (front-desk)
Celebrity Fitness
10.2014 - 07.2016
- - Greeting customers when they visit.
- - Handling customer inquiries, feedback, complaints, payments, and fees.
- - Taking responsibility for maintenance issues to enhance customer experiences.
- - Creating and inputting invoices, receipts, new dues agreements, and personal trainer agreements.
- - Making phone calls for daily collections.
- - Generating systems for audits and KPIs for daily reports.
In-house officer (Admin)
University Tunku Abdul Rahman (UTAR)
12.2013 - 09.2014
- - An Administrator provides office and administrative support to either a team or individual.
- - Duties include in fielding telephone calls, receiving and directing visitors, word processing, and creating spreadsheets.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Improved department efficiency by streamlining and implementing policies and processes.
Education
SPM -
SMK King Edward VII
Taiping, Perak01-2010
Skills
Customer relationship management
E-commerce logistics
Customer feedback analysis
Process optimization
Process improvement
Issue resolution strategies
Efficiency improvement skills
Staff training
Staff development
Task delegation
Performance monitoring
Interests
Business, Connection
Other Info
- Https://www.linkedin.com/in/muham
Timeline
E-Commerce Customer Service Team Leader
TDCX
11.2025 - Current
Operation Team Leader
Concentrix Malaysia
04.2025 - 11.2026
Content Review Team Leader
Bytedance
07.2022 - 11.2024
Virtual Team Leader
Webhelp
06.2020 - 06.2022
Team Leader
Kelly Services
06.2016 - 05.2020
Customer Service (front-desk)
Celebrity Fitness
10.2014 - 07.2016
In-house officer (Admin)
University Tunku Abdul Rahman (UTAR)
12.2013 - 09.2014
SPM -
SMK King Edward VII