Shi Kee Lim
Contact Center Team Lead
Summary
Proactive and adaptable Team Leader with 2 years of contact center experience and a strong focus on team support, customer service excellence, and day-to-day performance coordination. Skilled in balancing hands-on service with leadership responsibilities, including training support, quality reviews, and floor guidance.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Customer Service Team Lead
Transcosmos Sdn Bhd
02.2023 - Current
- Lead a team of 15 agents supporting live chat in a 24/7 contact center.
- Monitor performance metrics (AHT, QA, CSAT) and provide weekly coaching sessions to improve results.
- Collaborate with QA and Training teams to onboard and develop new hires.
- Conducted ongoing analysis of call center metrics to identify areas for improvement and implement necessary changes.
Customer Service Agent
Transcosmos Sdn Bhd
07.2022 - 01.2023
- Addressed customer account discrepancies and concerns.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Developed and updated databases to handle customer data.
Trainee
Top Glove
10.2021 - 12.2021
- Conduct lab tests relevant with R&D studies as well as analyze data
Education
Bachelor of Science in Analytical Chemistry -
Tunku Abdul Rahman University College
05.2020 - 2022.05
Diploma in Chemistry and Biology - undefined
Tunku Abdul Rahman University College
05.2018 - 2020.05
Skills
Data analysis
Extracurricular Activities
Johor State Drill Competition (SMK Taman Johor Jaya 2), 2015, 2017, Developed teamwork skill and self-discipline, improve subordinates moral Musical Band (Boys' Brigade 4th Johor Bahru Company), 04/2013, 09/2015, Developed teamwork skill, discipline to practice and eye-hand-mind coordination
References
- Dr Tan Ming Yueh, Senior lecturer of Tunku Abdul Rahman University College, tanmy@tarc.edu.my
- Dr Liew Chiam Wen, Senior lecturer of Tunku Abdul Rahman University College, liewcw@tarc.edu.my
Timeline
Customer Service Team Lead
Transcosmos Sdn Bhd
02.2023 - Current
Customer Service Agent
Transcosmos Sdn Bhd
07.2022 - 01.2023
Trainee
Top Glove
10.2021 - 12.2021
Bachelor of Science in Analytical Chemistry -
Tunku Abdul Rahman University College
05.2020 - 2022.05
Diploma in Chemistry and Biology - undefined
Tunku Abdul Rahman University College
05.2018 - 2020.05
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