Shah Alam, Selangor, Malaysia
Customer service and inside sales leader with 10+ years of experience across BPO, fintech, and ecommerce. Senior team manager with experience leading regional and cross-functional teams, coaching performance, building processes from scratch, and supporting customer growth and revenue-driven operations.
Lead and coach an inside sales team serving financial and fintech accounts; manage pipeline activity, performance review cadence, and coaching routines to support client acquisition and partnership growth; analyze sales performance and align team execution with business objectives.
Led a team of 15–20 Account Specialists supporting a global English-market payment processor; managed daily performance, coaching, quality analysis, recruitment, and client business reviews while partnering with KYC, risk, complaints, and IT stakeholders to maintain compliance and operational delivery.
As a Team Leader, I managed two key projects with a team of 10 agents each. Project A, JDE Coffee, served global markets including Australia, New Zealand, China, Singapore, Malaysia, and Thailand. Project B, Puma Customer Service, was a brand-new online platform for Malaysia and Singapore, which I helped build from scratch—designing processes, leading operations, and managing the team.
- Creating and to maintain training curriculum, training materials, assessments/ exams, prior to obtaining approval from the client. - To attend New Product Information briefing with clients and disseminate to all existing agents and new hires. - Managing training schedule for additional training/refresher prior to obtaining final approval from WFM/RTA. - To ensure all agents complete Workday quizzes on new products updates and to send completion reports to Clients on a weekly basis. - Ensuring all RCAs received from Clients is replied within the time frame given with the action plan to improve the quality of call answered by Agents. - Responsible for documenting Attendance, Performance and Progress of new hires. - To file for an end day summary to management and client detailing the progress of each day during the training period. - Experienced in conducting training sessions in a big group( at least 20 to 40 headcounts). - Reviewed products and updates to meet company quality standards, schedule production and work-in-progress tracking and reports. - Devised brand and product strategies to drive client satisfaction.