Summary
Overview
Work History
Education
Skills
Timeline
Contact - Team Manager
References
Contact - Team Manager
References
Generic

Sri Shangkari

Customer Service Team Manager
Kuala Lumpur

Summary

Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 6 years of extensive leadership experience in customer service. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Good oral and written communication skills paired with excellent time management and leadership abilities.

Overview

6
6
years of professional experience
1
1
year of post-secondary education
3
3
Languages

Work History

Team Manager

Agoda
11.2022 - Current
  • Managing a team of 12 agents who handle chat, email and call in English and Malay.
  • Conduct regular coaching sessions regarding performance and career growth using SMART.
  • Developed high performing team by involving in recruiting and training stage.
  • Collaboration with cross functional departments to drive common goals.
  • Prepared Month and Quarter to date review of agents to discuss about action plans and best practices.
  • Carry out return to office activities for agents to motivate them.
  • Proactively involved in coaching , training and development activities.
  • Involved in specialised team for process improvement according to DSATs received.

Team Leader

Shopee
Kuala Lumpur, WILAYAH PERSEKUTUAN KUALA LUMPUR
Apr.2022 - Nov.2022
  • Skilled at working independently and collaboratively in a team environment.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Managed a team of 12 agents who handle chat, emails.
    I had a WFM officer, 2 QAs, 1 trainer and 2 Team Captains reporting to me.
  • I work with the support team to overview scheduling, quality, training and TCs to assist the agents with SOP related enquires.
    We support sellers' from Thailand and Vietnam
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

Team Leader

Lazada @Concentrix
KUALA LUMPUR, Cyberjaya
07.2021 - 04.2022
  • Managed CSAT and Keyword search team.
  • I worked with clients from China for new projects on a weekly and monthly basis.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Led cross-functional teams to execute projects on time with high-quality outcomes.
  • Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Conducted training and mentored team members to promote productivity and commitment to have zero errors.
  • Mentored and guided employees to foster proper completion of assigned duties.

Team Leader

Grab SG - Startek JB
07.2018 - 07.2021
  • Handled LiveChat, Voice and Email Team
  • Managing escalation cases
  • Review team's productivity and address shortcoming by having coaching sessions
  • Prepare team productivity report to be presented to the clients
  • Audit agents' calls and emails
  • Weekly planning to manage the forecasted incoming email volume with headcount
  • Schedule planning and review
  • Interviewing candidates
  • Conduct / observe Ops level training for the newbies.

Education

High School Diploma -

SMK ACS Ipoh
Ipoh
04.2014 - 04.2015

Skills

Interpersonal Skills

Timeline

Team Manager

Agoda
11.2022 - Current

Team Leader

Shopee
Apr.2022 - Nov.2022

Team Leader

Lazada @Concentrix
07.2021 - 04.2022

Team Leader

Grab SG - Startek JB
07.2018 - 07.2021

High School Diploma -

SMK ACS Ipoh
04.2014 - 04.2015

Contact - Team Manager

S R I S H A N G K A R I

References

  • Husni, AM @Startek, 012-214 2575
  • Hafiz, Manager @Shopee, 017-3037145

Contact - Team Manager

S R I S H A N G K A R I

References

  • Husni, AM @Startek, 012-214 2575
  • Hafiz, Manager @Shopee, 017-3037145

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Sri Shangkari Customer Service Team Manager