SIBAT AL NIBRAS
Customer Experience Team Lead (gTech)
Kuala Lumpur
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
7
7
years of professional experience
15
15
years of post-secondary education
Work History
Project Sales Executive
Fleming.
09.2016 - 11.2016
- Assisted in the launch of new products, introducing them to customers and generating interest through compelling pitches.
- Managed a database of leads, ensuring timely follow-up calls and accurate recordkeeping.
- Implemented creative cold-calling techniques that resulted in higher lead conversion and increased overall sales.
- Conducted market research to identify trends and opportunities within the industry, tailoring sales approaches accordingly.
- Achieved high call volume daily without sacrificing quality or attention to detail during each interaction.
Business Development Executive
Aydan Group PLT
03.2017 - 09.2018
- Assisted in the launch of new products, introducing them to customers and generating interest through compelling pitches.
- Managed a database of leads, ensuring timely follow-up calls and accurate recordkeeping.
- Implemented creative cold-calling techniques that resulted in higher lead conversion and increased overall sales.
- Conducted market research to identify trends and opportunities within the industry, tailoring sales approaches accordingly.
- Achieved high call volume daily without sacrificing quality or attention to detail during each interaction.
- Played an active role in team meetings by contributing valuable insights from personal experience in the field.
- Developed strong relationships with clients for increased customer retention and repeat business.
Digital Marketing Consultant
TDCX
- Responsible for handling tickets for clients with issues related to Google Ads, Google Analytics, and Google Merchant Center for SEA and SAF region
- Mentoring and training new joiners.
Sr. Digital Marketing Consultant
TDCX
- Responsible for handling tickets for high spend client's issues (technical and non-technical) with the Google Ads, Google Analytics and Google Merchant Center platforms for SEA and SAF region
- Help leads with training and monitoring the progression of new joiners in the team
- Assist in managerial tasks such as team performance reporting when required.
Reserve Team Lead (Customer Experience)
TDCX
07.2020 - 10.2022
- Managed a team of 7 senior digital marketing consultants specializing in the Google Ads platform
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Held weekly team meetings to inform team members on company news and updates.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Responsible for analyzing and reporting the team's performance and presenting it to the client
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Created action plans to improve and maintain performance
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Support team lead with any additional task that requires assistance.
Customer Experiance Team Lead
TDCX
11.2022 - Current
- Managing a team of 15 agents overseeing operations for Indonesian market.
- Increased efficiency and team productivity by promoting operational best practices.
- Improved customer satisfaction ratings by implementing new training programs and processes for team members.
- Optimized the use of CRM software, ensuring accurate tracking of customer interactions and deepdiving customer data to enhance overall team performance.
- Spearheaded process improvements that led to increased accuracy in issue resolution while maintaining exemplary levels of customer service.
- Established communication protocols within the team, facilitating efficient information flow between teams.
- Participated in company-wide initiatives aimed at improving overall customer experience across all touchpoints.
- Enhanced cross-functional collaboration by working closely with quality assurance, vendor manager and subject matter expert teams to resolve escalated issues quickly.
- Conducted regular performance reviews for team members, providing constructive feedback and setting achievable goals.
- Coordinated training sessions for new hires, ensuring they were equipped with the necessary skills to provide excellent customer service from day one.
- Created detailed reports on team performance metrics, identifying areas for improvement and implementing action plans to address them.
- Assessed incentive programs to motivate staff and improve overall customer experience scores.
- Resolved complex customer issues by collaborating with other departments and finding creative solutions.
- Streamlined customer service processes, resulting in reduced wait times and increased efficiency.
Education
Bachelor's of Accounting (BACC) - Accounting
International Islamic University Malaysia (IIUM)
Gombak 04.2001 - 04.2016
Skills
Coaching and Mentoring
Awards And Scholarship
- 2012/2013, Semester 2, Dean's List (Good academic performance with GPA of 3.5 and above)
- 2013/2014, Semester 1, IIUM Tuition Fees reduction
Personal Information
- Date of Birth: 10/28/92
- Nationality: Bangladeshi
- Marital Status: Married
Accomplishments
- Supervised team of 30 staff members in Q2 2023.
- Helped with project resizing and successfully allocated 90% of agents to new projects
- Received award for "Above and Beyond" employee in 2023.
Timeline
Customer Experiance Team Lead
TDCX
11.2022 - Current
Reserve Team Lead (Customer Experience)
TDCX
07.2020 - 10.2022
Business Development Executive
Aydan Group PLT
03.2017 - 09.2018
Project Sales Executive
Fleming.
09.2016 - 11.2016
Bachelor's of Accounting (BACC) - Accounting
International Islamic University Malaysia (IIUM)
04.2001 - 04.2016
Digital Marketing Consultant
TDCX
Sr. Digital Marketing Consultant
TDCX
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