MAKKILAN

MARAN

Team Lead / BPO Manager

DETAILS

Contacts

No 11, Jalan Jambu Mawar, Off Jalan Teluk Pulai,

Klang, Selangor, 41100, Malaysia

adip1e@r.postjobfree.com

+601********

Nationality

Malaysian

Driving license

Available

Date / Place of birth

4th February 1988

Klang

PROFILE

I have a strong background from the Contact Centre industry, especially in the BPO industry. I have experience in working directly with a BPO and currently I am working as the client in foodpanda managing 2 BPO partners.

I am someone who is always open to new challenges and would like to explore more opportunities in my career journey

EMPLOYMENT HISTORY

Performance Lead, Delivery Hero (foodpanda APAC), Kuala Lumpur MARCH 2020 — DECEMBER 2020

- handling two main BPOs associated with foodpanda projects (Myanmar & Pakistan)

- function as the country owner to ensure the operations are running smoothly in all aspects

- ensuring headcount and training are intact in the BPO

- function as the middle person between the Local stakeholders X Central Operations X BPO

- to ensure all information on SOP updates, new product/feature launches are cascaded accordingly to the BPOs

- to provide all necessary guidance to the BPOs to ensure they are meeting the KPI targets

- Leading a team of approximately 250 agents

- conduct trainings and briefings with the BPOs

- assist to work on agents scheduling (WFM) to ensure all SLAs and AHTs are met as per the target

- Add/amend SOPs according to the operational needs and local contexts of the countries Dispatching Team Leader, Delivery Hero (foodpanda APAC), Kuala Lumpur OCTOBER 2019 — FEBRUARY 2020

- managed a team of 20-25 agents of Mandarin-speaking agents who were handling the Taiwan market

- conducting coaching and performance review for the agents to ensure their KPIs are met

- actively liaising with the Local Operations team and all the stake-holders for the operations to run smoothly

- In-charged to prepare the agents daily work schedule

- Typical Team Lead day to day tasks

- Preparing weekly/monthly performance reports to be presented to the Managers Assistant Manager, Scicom MSC Berhad, Kuala Lumpur NOVEMBER 2018 — SEPTEMBER 2019

• PIC for service level and call volume data analysis

• Ensure AHT is met for daily operations

• Conduct team briefing on FAQ on client product

• Conduct weekly productivity/stats discussion with agents

• Conduct one to one team coaching for calls & live chats

• Evaluate agent calls and chats (QA)

• Manager escalations cases, second-level cases

• Prepare weekly CSAT & DSAT stats and present them to the client

• Prepare an effective improvement action plan for the agent

• Ensure daily operations runs smoothly in terms of headcount/staffing

• Prepare yearly appraisal for each staff by evaluating their performance

• Ensure all incoming chats are attended according to our 80/20

• Keep abreast of all company’s activities and provide feedback to ensure all staff is regularly updated.

• Review and analyze weekly/monthly service report and commence it to clients on the areas of improvement.

• Analyze & provide accurate and fast solutions to agents at all levels.

• Ensure all incoming chats are attended according to our 80/20 SLA.

• Prepare daily attendance report

• Ensure all reports delivered to the client in a timely manner. Senior Customer Care Officer, Maxis Telecommunications Berhad, Petaling Jaya OCTOBER 2017 — OCTOBER 2018

• Handling incoming calls and inquiries from customers with a demonstration of excellent customer service skills to meet and exceed customers’ expectations.

• Follow up and resolve customers complains and ensure it is close to satisfaction.

• Work closely with team members and leaders at all times to achieve quality results and productivity. Senior Customer Care Consultant, Sudong Sdn Bhd (Singtel), Klang JUNE 2012 — SEPTEMBER 2017

• Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner.

• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.

• Provide statistical and performance feedback and coaching on a regular basis for each team member. Write and administer performance reviews for skill improvement.

• Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction, and resolution.

• Ensure employees have appropriate training and other resources to perform their jobs.

• Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level.

• Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.

• Assist manager with the daily operation of the call center to include the development, analyses, and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs. Work as a member/leader of special or on-going projects that are important to area/process improvement.

• Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively.

• Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.

• Use appropriate judgment in upward communication regarding department or employee concerns. Customer Care Officer, Telebiz Sdn Bhd, Kuala Lumpur JANUARY 2011 — MAY 2012

• Receive calls regarding sports from overseas

• Collect data and update on live scores and live bet

• Maintaining a good relationship with the client

EDUCATION

Qualification Professional Certificate in Football Business Management Major : Sports, Universiti Malaya, Kuala Lumpur

JANUARY 2017 — DECEMBER 2007

-

Computer Skills, Kolej WIT ( Automotive Engineering ), Klang JANUARY 2006 — DECEMBER 2007

-

SKILLS

Flexibility and Adaptability

Microsoft Excel

Leadership

Leadership and Teamwork

Decision Making

Fast Learner

Ability to Multitask

Adaptability

Ability to Work in a Team

Critical thinking and problem solving

Teamwork

Communication Skills

Problem Solving

Ability to Work Under Pressure

Effective Time Management

Computer Skills

Microsoft Office

Customer Service

Communication

LANGUAGES

English

Tamil

Bahasa Melayu

REFERENCES

Stephanie Constend from Delivery Hero

adip1e@r.postjobfree.com 010*******

Mr. Kevin Christopher from Shopee

N/A +601********

Ms. Anne Sumitha from Scicom MSC Sdn Bhd

N/A +601********

COURSES

Six Sigma Certification, N/A

JANUARY 2014 — DECEMBER 2014

Contact this candidate