STEVEN EMANUEL
Customer Experience Team Manager
Cheras
Summary
To obtain and secure a team lead position in a contact center environment which allows me to channel all my skills and knowledge into continuous process improvement. Coach and mentor a diverse team of Customer Experience/Support agents to continuously maintain stable and strong Team KPI numbers to drive revenue and customer satisfaction. Be a key driver to support change management of an organization for the implementation of new and existing customer support procedures. Ensure quality is well maintained when providing support to our customers to ensure business revenue is maintained Participate in project initiatives to adapt to new customer and business requirements to maintain competitive market share.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
6
6
Certifications
Work History
Customer Experience Team Manager - Flights
Agoda
05.2024 - Current
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Led Learning & Development and Messaging initiatives within operations which fostered stakeholder management
Customer Experience Team Manager - Accomodations
AGODA
04.2022 - 05.2024
- Drive team performance by coming up with action plans from monitoring and analyzing team performance Metrics
- Motivate and groom team members on a daily basis by providing proper coaching and feedback
- This also includes creating a safe environment for team members to reach out freely
- Being an effective change manager to encourage and obtain buy ins from team members to accept and utilize new processes and procedures
- Monitor team attendance and ensure proper documentation of absenteeism
- Leading Customer Experience Case Study project with managers and agents involved from the beginning to the execution
- Findings were used to push for a roll out of similar case study pit stop for the rest of the English team
- This included collaboration with in house quality assurance team and learning and development
- Presentation of findings was shared with leaders from the English team
- Functioned as a subject matter expert and buddy team manager for the global roll out of Messaging as a contact platform for customers
- This included leading knowledge sharing sessions, answering questions and providing coaching support to team managers
- Helped to drive and support the implementation of Fixed Scheduling together with regional managers in English team
- This included managing questions received from team members while providing proper support and answer through an FAQ page
Customer Experience Team Captain - English and Southeast Asia
AGODA
12.2021 - 03.2022
- Providing real-time support to agents by ensuring the team adheres to procedures and provide the best solutions to customers in a timely manner
- This includes calling and teaching agents how to navigate tools and procedures as well
- Handling escalations from customers for difficult cases before they are passed on to our Customer Satisfaction and Incidents team
- Also communicating between various stakeholders and departments such as our Accommodation Services Team, Partner Services, Fraud Team, Payments Team, etc
- Supporting team development through various ad hoc tasks such as providing QA feedback via emails or in person after identifying errors, proposing solutions and change, sharing best practices across teams, supporting new hires and providing updates and feedback to Team Managers for improvement opportunities identified
- Acting as a back up Team Manager to track attendance and managing real time agent availability for operation demands
- Stepping in to lead debrief sessions when needed for new hires in a group of 10-15 agents
- Providing feedback and suggestion to implement change in processes within my Team
- Implementing change and proactively ensuring that team captains are taking their personal breaks on time with the implementation of the personal time tracker
- Created and compiled 13 pages of canned responses to be used for Tech escalations for all Team Captains
- Supporting my team managers by providing complete data points compiled on an excel file in anticipation of our merge with team captains from Budapest and Arabic language
- This also included leading a meeting amongst team captains and team managers to align our processes in anticipation of our merge
- Stepping in after shift hours to support my team mates when our real time support inquiry from front line agents is high
Customer Experience Specialist
AGODA
06.2019 - 11.2021
- Serving in the diverse English team based in Kuala Lumpur to deliver customer service to all users and partners through various communication channels (Calls, Emails and Live Chat)
- Also handled high volume of inquiries while maintaining a high level of confidentiality of information
- Expanded knowledge and understanding of the ever growing hospitality industry while undergoing several training programs to increase my knowledge of various products & procedures
- Able to work under pressure to meet various demands and needs of customers
- Due to the COVID-19 Pandemic, I was part of a work force reduction exercise and lost my full time position in May 2020
- I was then re offered my previous position in August 2020 under a 6 month contract which was then converted once again back to a full time position in November 2020 based on KPI performance
- Since April 2021, I was picked to be apart of the Role Model platform
- This initiative was to help new customer experience hires cope with their daily cases by identifying gaps in their performance and taking part in corrective measures
- Leading debrief sessions and also stepping in when team managers were not available to lead a group of 10-15 new hire agents for their daily huddles
- These sessions included teaching, Q&A and scenario based sessions to help agents understand procedures better
- Conducting side by side sessions with agents to watch their screens as they work
- These sessions helped to identify opportunities for agents to handle challenging cases with better productivity and accuracy in information provided to customers
- Carried out quality assurance calibration on cases handled by new hires to identify gaps in accuracy
- This was also conducted for cases where agents received low CSAT scores to help agents develop soft skills necessary to avoid repetition in future cases
- Answering questions asked from agents via live support or through shared google sheet
- The questions answered had to be based on correct procedure references which helped agents learn and understand pre existing procedures that we have
Grab Driver
GRAB Malaysia
12.2016 - 05.2019
- Serving as a driver partner on the busy roads in the Klang Valley and neighboring regions as well both part time (as a student) and full time (post-graduation)
- Always working towards providing the best service to passengers while maintaining driver ratings (4.99/5 stars as of 6th May 2019) and the integrity of the company 24/7
- Actively engaging with customers from many different background and ethnicities with the priority of providing 5 star customer services all day long
Content Creator/Video Producer
CAREER Sense
05.2016 - 07.2016
- Worked in a small team to create content to be used in video production for education and marketing purposes
- Actively chased deadlines and presented ideas to the Director and worked on the production using various video editing software
Bartender
04.2013
- Tapped Beer and poured wine into glasses to be served to the VIP's watching the matches in the VIP room of Stadium Putra, Bukit Jalil
Education
Bachelor of Psychology -
HELP University
01.2015 - 01.2018
Western Australian Certificate of Education - undefined
WACE, Methodist College
01.2013 - 01.2014
Skills
Behavioral Psychology
Customer service
Team management
Personalized coaching approach
Certification
Lean Six Sigma Black Belt Certification Issued August 2021
Affiliations
Driven and outgoing individual who is a natural coach who enjoys helping
individuals achieve their full potential. I am passionate about process
improvement by using data and Lean Six Sigma concepts to reduce process
variation and defects.
I also find myself to be a good communicator when providing feedback, ideas
and identifying gaps. With my background in Psychology, I find myself easily
adaptable by accommodating to various personalities easily without finding it
difficult to work with new individuals to achieve common goals.
Additional Information
- Address: , 43, Jalan Koop Cuepacs 3a, Taman Cuepacs, Cheras, 43200, Selangor.
Timeline
Customer Experience Team Manager - Flights
Agoda
05.2024 - Current
Customer Experience Team Manager - Accomodations
AGODA
04.2022 - 05.2024
Customer Experience Team Captain - English and Southeast Asia
AGODA
12.2021 - 03.2022
Customer Experience Specialist
AGODA
06.2019 - 11.2021
Grab Driver
GRAB Malaysia
12.2016 - 05.2019
Content Creator/Video Producer
CAREER Sense
05.2016 - 07.2016
Bachelor of Psychology -
HELP University
01.2015 - 01.2018
Bartender
04.2013
Western Australian Certificate of Education - undefined
WACE, Methodist College
01.2013 - 01.2014
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