I am an Assistant Manager currently with 6 years experience in customer support
Experience
TDCX
Jan 2025 – Present
Kuala Lumpur
Assistant Manager
TDCX
Jan 2025 – Present
Malaysia
Assistant Manager
Led and mentored 1 Team Leaders, managing a total of 20 Customer
Service Representatives across email, webchat, and phone channels.
Assisted in the coaching and development of Team Leaders, fostering a high-performing and collaborative team environment.
Played a key role in overseeing billing processes, ensuring accuracy, addressing customer billing inquiries, and resolving
discrepancies efficiently.
Contributed to the development and implementation of strategies for future team growth, including workforce planning and
resource allocation.
Analyzed team performance data to identify areas for improvement in both customer service and billing operations.
Supported the implementation of process improvements and best practices to enhance efficiency and accuracy in both customer
support and billing workflows.
Assisted in the management of escalated customer issues, ensuring timely investigation and effective resolution, including
billing-related matters.
Collaborated with cross-functional teams to address systemic issues impacting customer service and billing accuracy.
Contributed to the maintenance of strong client relationships by providing support and addressing billing-related concerns.
Assisted in the development and delivery of training materials related to customer service protocols and billing procedures.
Supported the monitoring of adherence to quality standards, service level agreements SLAs), and company policies.
Contributed to the identification and implementation of tools and technologies to improve team productivity and billing efficiency.
Assisted in the preparation of performance reports related to both customer service and billing metrics.
Participated in planning sessions for future team structure and resource needs to accommodate growth.
