• To manage a team of over 20 multiskilled agents to operational excellence. • Assigned with the responsibility being the key personnel in setting up the mandarin speaker team in Technical Helpdesk, Enquiry & Billing. • Assigned with the responsibility being the interviewer in conducting departmental interviews.• To conduct monthly Customer Experience Refresher Training and pointed as line trainer to assist Learning & Development department in completing the transaction of cross-training.• Ensure the departmental targets (Adherence, SMS, Quality Score, Customer Experience, Service Level, TCPH and etc.) are consistently met. • Representative of Sudong Sdn Bhd for CCAM (Contact Center Association of Malaysia) and shortlisted for final round of judging.• Participating and leading Consumer Operations Project – Team Manager Community of Practices to Standardize Operations Practices across 3 sites.

• To manage a team of over 10 technical agents to operational excellence. • Assigned with the responsibility being the key personnel in setting up the mandarin speaker team in ADSL & Fiber Technical Helpdesk. • Assigned with the responsibility being the interviewer in conducting departmental interviews.• Applying team work, create a safety net and ensure the ball is not dropped. • Ensure the departmental targets (Adherence, Quality Score, Customer Experience, Service Level, Average Handling Time and etc.) are consistently met. • To drive and lead the path towards overall continuous improvement.