SARAH AISYAH BINTI AZAHAR
Team Leader, Customer Relationship Management
Kajang
Summary
Dynamic and results-driven Team Leader with proven experience in guiding high-performing teams toward achieving organizational objectives. Skilled in developing strategies, setting clear goals, delivering impactful training, and fostering a culture of continuous feedback. Recognized for strong interpersonal and communication skills, with a strategic mindset and the ability to align team efforts with the broader vision.
Highly organized and trusted leader known for building rapport, inspiring collaboration, and driving cross-functional initiatives. Adept at problem-solving, networking, and building consensus across departments. Experienced facilitator, effective in engaging co-management and senior leadership, with a strong track record in mentoring and talent development.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
Team Leader, Customer Relationship Management
PERKESO
10.2021 - Current
- Oversee and analyze CSR performance metrics on a daily, monthly, and annual basis ensuring targets are consistently met and identifying areas for improvement.
- Compile, evaluate and report operational data and customer satisfaction surveys regularly to track trends and enhance overall service performance.
- Lead consultation sessions with CSR teams based on detailed performance evaluations to guide improvements in service quality and efficiency.
- Participate in regular briefings with the BPO team aligning on objectives and service strategies.
- Document and prepare detailed minutes for meetings ensuring accurate records of discussions, key decisions and follow-up actions.
Achievement: Successfully contributed to the implementation of a new ticketing system for the Outbound Campaign enhancing customer information management and significantly improving workflow efficiency.
Customer Service Representative
PERKESO
07.2019 - 09.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Addressed customer emails efficiently, delivering timely and comprehensive solutions to inquiries and issues, contributing to improved customer satisfaction.
- Worked with cross-functional teams to optimize service processes, driving enhancements in customer experience and operational effectiveness.
Education
Bachelor's - Business Administration
Universiti Teknologi MARA (UiTM)
Shah Alam, Selangor 03.2020 - 07.2024
Diploma - Business Administration
Politeknik Ungku Omar
Ipoh, Perak 06.2016 - 06.2019
Skills
Microsoft Office
Word
Excel
PowerPoint
Team supervision
Teamwork and collaboration
Work planning
Team motivation
Quality improvement
Problem-solving
Willing To Travel
True
Possess Own Transport
True
Personal Information
- License: D (Car)
- Date of Birth: 11/29/98
- Marital Status: Married
Timeline
Team Leader, Customer Relationship Management
PERKESO
10.2021 - Current
Bachelor's - Business Administration
Universiti Teknologi MARA (UiTM)
03.2020 - 07.2024
Customer Service Representative
PERKESO
07.2019 - 09.2021
Diploma - Business Administration
Politeknik Ungku Omar
06.2016 - 06.2019