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
Analytical Thinking
Team Leadership
Work Planning and Prioritization
Performance reviewing
Strategic Planning
Attention to Detail
Motivational Abilities
MS Office
Performance Appraisal
Stakeholder Management
Goal Setting
Schedule Management
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