As Team Lead, responsible for overseeing the performance of our team and ensuring that they are meeting the goals and objectives set forth by Concentrix. Organized, creative thinker who is able to effectively lead in a fast-paced environment. Excellent eye for detail and an ability to think proactively and react quickly to changes in the business. 1. Manage and prioritize team workflow and projects, ensuring up-to-date and accurate performance metrics.2. Monitor team performance and identify areas for improvement.3. Develop, implement and manage strategies to increase performance and productivity.4. Collaborate with other departments to ensure team performance and team goals are aligned with company goals.5. Provide leadership and guidance to team members, motivating and inspiring them to reach team goals.6. Experience with hiring and onboarding processes.7. Develop and implement training and development plans to improve team performance.8. Monitor performance improvement strategies and adapt as needed.9. Evaluate team performance and make recommendations for improvement.

As a Supervisor, responsible for the effective day-to-day management of Streaming Service Operations. Conduct people management and feedback sessions with all levels of executives to identify or address unethical behavior in the workplace. Identifying, recommending, and supporting the implementation of various activities for the improvement of processes and operations. Implement established reporting and workflow processes. Supporting APAC Taiwan region.1. Developed, recommended, and implemented measures to improve productivity, performance, quality, and career path for staff members.2. Interacted with cross-functional support groups to manage day-to-day operations and identified and resolved operational problems using defined processes, expertise, and judgment.3. Communicated policy updates and company information through team meetings, huddles and one-on-one development sessions.4. Managed performance reviews for 30 employees, analyzing individual employee achievements and overall trends in workforce execution metrics.5. Maintained understanding of overall business goals, tailoring new hires, and continuing training towards reaching prescribed targets.

Managed a team of 4 senior Leaders and 50+ sales representatives, which consistently maintain the sales volumes up to 3500 new sales with a minimum 75% conversion rate. Products and services related to the internet service provider and Pay TV. Main accounts included: Maxis, Unifi, TIME dotcom & Astro IPTV. Grew sales and boosted profits, applying proactive management strategies and enhancing sales training. Hold regular sales meetings focused on sales progress, sales opportunities and growth, competitive issues, and ongoing training.Developed a highly efficient administrative team through ongoing sales submissions and adhered to compliance checks. Delegated tasks to administrative support staff to organize and improve office efficiency.

As a Senior Team Leader, who responsible for leading a critical line of business handling safety incidents for Malaysia, Singapore, Philippines, Indonesia, Thailand & Vietnam riders or drivers. UBER Incident Response Team that delivering exceptional results and operates with a customer-first approach to lead our Urgent Safety Investigations team in Southeast Asia. 1. Analyze, strategize, implement action items and effectively drive the team to meet and exceed targets in quality, efficiency/productivity, customer experience, and costs or other metrics where it is applicable. 2. Lead, coach, mentor and engage Support growth and development by building an engaged and high-performing team with strong foundational values.3. Interact and collaborate with teams from the different regions and cities we support, constantly improving our level of service to customers through exceeding agreed service levels.4. Reinforce compliance to company & stakeholder policies such as house rules, attendance policy, and PIP guidelines. 5. Lead, motivate, and develop high-performing teams of Customer Support Representatives (CSRs) within a time-sensitive and demanding environment to deliver on operational key performance indicators (KPIs).

As an adept GJMC Team Leader (Voice / Back Office) that ensures proper effective day-to-day management of GIMC assigned countries operations, supporting China, Malaysia, Indonesia, Myanmar & Thailand. Develops strategies, provides training, sets goals, and obtains team feedback. Excellent interpersonal and communication skills. 1. Supervise all Agent(s) with respect of their performance to defined responsibilities, identify staff training needs, plan training sessions to ensure that all aspects of the defined process flow are conducted.2. Ensure all related reports, alerts, notifications and reminders are error-free before delivery to locations and to be sent in a timely manner.3. Provides guidance and direction to staff, covering all aspects of customer service standards/procedures, ensure adherence to policies and procedures and initiates programs to enhance productivity and customer care4. Interacted with cross-functional support groups to manage day-to-day operations and identified and resolved operational problems using defined processes, expertise and judgment.5. Communicated policy updates and company information through team meetings, huddles and one-on-one development sessions.

Schlumberger GJMC Service Quality Assurance Specialist who responsible to conduct quality assurance checks on journey management requests to improve Schlumberger Operation performance.1. Monitoring random calls to ensure GJMC Agent/Back office/Data analysis follow defined checklist for quality parameter and Quality control check for M request to improve GIMC Operation performance. 2. Ensure all GJMC processes (ex: vehicle management, driver management, etc), are being conducted according to the GJMC operation manual procedures.3. Monitor internal service quality results for call center (call volume, call answer rate, average speed of answer, inbound call count, outbound call count).4. Handle and investigate all complaints and SQ RIR's related to GJMC functions. 5. Monitor and analyze service quality results, assists with formulating local corrective action plans, and ensuring that there is proper closure.