Microsoft Office
MUKESH RAMONI
Team Leader
Petaling Jaya, Selangor
Summary
Transformational leader with expertise in guiding teams to meet project goals while cultivating collaboration. Recognized for strong communication and ability to inspire excellence. Focused on performance improvement and consistently maintaining high-quality standards. Skilled in conflict resolution, fostering a productive and innovative work environment.
Overview
3
3
Languages
7
7
years of professional experience
Work History
Team Leader
Concentrix CVG Malaysia
01.2025 - Current
- Responsible for the day-to-day supervision of a group of call centre associates, including work and attendance monitoring in accordance with organizational policy and applicable legal requirements.
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at least weekly.
- Identify performance-related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
- Ensure the service delivered to our customers meets contractual Key Performance Indicators (KPIs) and financial expectations.
- Communicate expectations to employees, and provide timely updates.
- Provide subject matter expertise in handling escalated customer calls, as needed.
- Conduct team meetings to ensure expedient communication of relevant information, and serve as an open forum for input. Schedule and organize team activities.
- Stay current on internal work processes, policies, and procedures. Attend the required manager development training.
- Promote the company values through both behavior and attitude, including being an advocate for team members.
Subject Matter Expert
Concentrix CVG Malaysia
06.2024 - 01.2025
- Developed training materials to enhance team knowledge and performance on product features.
- Conducted workshops to improve staff understanding of industry best practices and compliance standards.
- Collaborated with cross-functional teams to streamline processes and enhance service delivery efficiency.
- Analyzed customer feedback to identify trends, contributing insights for product improvement initiatives.
- Develop FAQs, training materials, and knowledge base articles; conduct skill-building workshops.
- Assist agents, handle escalated calls/chats, and provide real-time guidance.
- Monitor quality audits, identify performance trends, and recommend process enhancements.
- Work with Operations, Training, and Quality teams to improve customer experience.
Advisor I, Customer Service
Concentrix CVG Malaysia
05.2021 - 06.2024
- Handled inbound and/or outbound customer interactions via phone, email, or chat, providing accurate information and effective solutions
- Resolved customer inquiries, complaints, and basic technical or account issues while meeting service level agreements (SLAs)
- Delivered high-quality customer service by demonstrating strong communication, active listening, and empathy.
- Accurately documented customer interactions and updated records in internal systems.
- Maintained up-to-date knowledge of client products, services, and policies through ongoing training.
- Worked effectively in a fast-paced, target-driven environment, and supported team objectives.
- Followed standard operating procedures and quality guidelines to meet performance KPIs.
- Identified customer needs and recommended appropriate products or services when applicable.
Customer Service Executive
Webhelp APAC
07.2020 - 05.2021
- Resolved customer inquiries through various communication channels (Chat, Email), ensuring timely and accurate responses.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to enhance service processes and improve overall customer satisfaction.
- Mentored new staff on best practices for customer engagement and problem resolution techniques.
- Managed escalated issues effectively, demonstrating strong conflict resolution skills and empathy towards customers.
Customer Service Professional
SRG Asia Pacific
02.2019 - 06.2020
- Resolved product or service issues by clarifying complaints, identifying causes, and implementing effective solutions, ensuring customer satisfaction through diligent follow-up.
- Handled a high volume of incoming calls in a fast-paced environment.
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Built sustainable relationships of trust through open, interactive communication, enhancing customer loyalty and engagement.
- Manage large amounts of incoming calls.
- Handled complaints by providing timely solutions and alternatives, following up to ensure complete resolution and customer satisfaction.
Education
Diploma - Aircraft Maintenance Technology
Lincoln University College
Petaling Jaya, Selangor, MalaysiaSijil Pelajaran Malaysia (SPM)
Sekolah Menengah Kebangsaan ST Paul (St. Paul's Institution),
Seremban, Negeri Sembilan, MalaysiaSkills
Team Development
Strategic Planning
Time management
Workload management
Team Performance
Process Improvement
Problem-solving
Conflict Resolution
Communication
Customer assistance
Complaint resolution
Timeline
Team Leader
Concentrix CVG Malaysia
01.2025 - Current
Subject Matter Expert
Concentrix CVG Malaysia
06.2024 - 01.2025
Advisor I, Customer Service
Concentrix CVG Malaysia
05.2021 - 06.2024
Customer Service Executive
Webhelp APAC
07.2020 - 05.2021
Customer Service Professional
SRG Asia Pacific
02.2019 - 06.2020
Diploma - Aircraft Maintenance Technology
Lincoln University College
Sijil Pelajaran Malaysia (SPM)
Sekolah Menengah Kebangsaan ST Paul (St. Paul's Institution),
Accomplishments
- Supervised team of 28 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hours4-day work weekPersonal development programsWork from home optionTeam Building / Company RetreatsQuote
Do not seek to follow in the footsteps of the men of old; seek what they sought.
Matsuo Bashō
Software
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Interests
Playing games
Futsal