SHARMILAH M KHARTGES
Team Leader
Sentul,KL
Summary
A dynamic leader with a proven track record at TDCX, I excel in team supervision and technical support, enhancing team productivity and customer satisfaction. Skilled in mentoring and problem-solving, I've significantly improved operational efficiencies and IT system performance, embodying teamwork and innovation.
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Experienced with team management and leadership. Utilizes effective communication to motivate and guide teams. Track record of implementing strategies that enhance team performance and productivity.
Overview
12
12
years of professional experience
Work History
Team Leader
TDCX
Kuala Lumpur, Kuala Lumpur
08.2022 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Assisted in recruitment to build team of top performers.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
Subject Matter Expert
Concentrix
Kuala Lumpur, Kuala Lumpur
10.2021 - 02.2022
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Enhanced team productivity by leading specialized training sessions on innovative industry practices.
Customer Service Representative
Standard Chartered Bank
Kuala Lumpur, Kuala Lumpur
11.2018 - 08.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
IT Support Engineer
Amazon
Kuala Lumpur, Kuala Lumpur
09.2017 - 02.2018
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Enhanced network security with regular vulnerability assessments and prompt patch installations.
IT Support Engineer
Petronas
Kuala Lumpur, Kuala Lumpur
02.2017 - 08.2017
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Enhanced network security with regular vulnerability assessments and prompt patch installations.
- Assisted in the development of IT policies, procedures, and best practices to maintain a secure computing environment.
Service Desk Agent
Maybank Berhad
Kuala Lumpur, Kuala Lumpur
06.2014 - 09.2016
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Increased efficiency by utilizing remote support tools to troubleshoot user issues effectively.
- Improved team collaboration, actively participating in regular meetings and sharing knowledge on best practices.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Proactively sought feedback from customers, using the information gathered to identify areas of improvement in service quality or delivery.
- Maintained high-quality service standards by adhering to established processes and guidelines.
- Engaged in user support interactions via telephone, chat and email platforms.
Administrative Cum Secretary
Tokio Marine Life Insurance
Kuala Lumpur, Kuala Lumpur
06.2013 - 01.2014
- Maintained daily report documents, memos and invoices.
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Managed executive calendars, scheduling appointments and meetings to optimize time management.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Scheduled appointments and conducted follow-up calls to clients.
- Provided clerical support to company employees by copying, faxing, and filing documents.
Education
BBA - Corporate Administration
Kolej MASA
Bandar Puchong Jaya, Selangor, Malaysia 08.2024 -
Skills
Team supervision
Timeline
BBA - Corporate Administration
Kolej MASA
08.2024 -
Team Leader
TDCX
08.2022 - Current
Subject Matter Expert
Concentrix
10.2021 - 02.2022
Customer Service Representative
Standard Chartered Bank
11.2018 - 08.2021
IT Support Engineer
Amazon
09.2017 - 02.2018
IT Support Engineer
Petronas
02.2017 - 08.2017
Service Desk Agent
Maybank Berhad
06.2014 - 09.2016
Administrative Cum Secretary
Tokio Marine Life Insurance
06.2013 - 01.2014
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