- Lead a team of 15+ customer service representatives in delivering high-quality service to clients. - Develop and implement strategies to achieve Customer Satisfaction with 90% Target - Conduct regular performance reviews, provide feedback, and coach team members to enhance their skills and capabilities. - Analyze performance metrics, identify areas for improvement, and implement Agent Management Bucketization (AMB) Program - Manage escalated customer issues, ensuring timely resolution and maintaining customer loyalty. - Collaborate with other departments to improve overall customer experience and streamline operations.

• Generated strategic weekly Key Performance Indicator (KPI) targets to motivate staff and exceed expectations. • Manage Team and delegated tasks to meet productivity targets at Shopee • Implemented staffing strategies to secure qualified personnel and optimize employee schedules. • Helped Reporting Manager plan daily operations and meet key objectives.

• Led contact center team to meet monthly key performance goals for customer satisfaction, quality, and productivity. • Monitored and evaluated agent performance, conducted formal reviews, and coached staff for improvement. • Resolved customer issues promptly, addressed challenging situations, and escalated problems when necessary.

Handled customer complaint, Inquiry, Aftersales

Person that in charge since the search for decent customer bank regulatory criteria, assess, evaluate, propose the amount of loans

• Lead, mentor, and motivate a team of collection agents to achieve individual and team targets. • Oversee day-to-day operations of the collections desk, ensuring adherence to company policies and compliance requirements. • Analyze and monitor collection trends to develop and implement effective strategies to improve recovery rates. • Collaborate with cross-functional teams to resolve customer issues and develop solutions that balance business needs and customer satisfaction. • Provide regular performance reports, identify areas for improvement, and implement action plans to achieve continuous improvement.

Responsible for organising and controlling customer payment that had been late from deadline and we should hold as possible in order not to much for customer which doing payment more than a month, in other word to fulfill the target