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
Team Management
Feedback Delivery
CRM Software
Quality Control
Trend Monitoring
Customer Service
Staff education and training
Analytical Skills
Google Ads, Google Analytics
MS Office, Google Sheet, Google Doc, Google slide
Process Improvement and decision making
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