team leader Archives

In charge of weekly stock delivery and organization.
Bar back during events (concerts, carnival, sports events…)
Responsible for closing and locking up venue in assistance to duty manager.
Preparing review meeting presentations to analyze the agent’s standards and revenue met on a monthly basis.

Facilitated interns from international community get internship positions in Thailand.
Interviewed potential interns and facilitated their accommodation after they reached Thailand.
Recruited new companies and helped them get skilled interns of their choice.
Kept track of companies that are in association with AIESEC.

Manages and overseas the activities of a team of customer interaction associates and the senior CIA’s, ensuring that each individual performs at par with the standard set by the company and the client.
Monitors the performances of each team member against specified account/program metrics and provides the necessary support and assistance in order for metrics to be improved on, attained and exceeded.
Regularly performs task related to team management (i.e coaching and mentoring, performance feedback – giving), as well as data reporting on the team’s performance.
Performs administrative duties for the team (i.e payroll templates.)
Motivates agent to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account and the overall profitability of the company.
Brainstorms with fellow team leaders and operation managers to discuss various problems faced by their respective teams. Analyzes and determines what affects agents/team performance, establishes solutions, design new incentive program and improves working conditions based on findings.

Working with different departments in regard to Website designing.
Team Coordinator for a team size of 7 for Australia and a team size of 25 for US.
Monitor agents on a daily basis in regard to product and customer related queries.
Escalating calls and maintaining invoice files and project related documentation to ensure the projects are completed within the time frame.
Ensuring the team meets the given target and achieves the required revenue on a weekly basis.
Analyze individual performance and team performance to work on areas of improvement.
Helping the training department on the basis of on floor training for old and new agents to ensure they have a better learning and understanding of the product and concept.

Manage the operations of the team including setting work priorities and managing resources and workflow
Lead, manage and support staff including managing performance, attendance and health and wellbeing
Develop staff capability through coaching, training and work with the leadership group to identify staff learning and development needs
Monitor and manage work output and quality against established performance standards through quality analysis and reporting
escalate issues that adversely impact on policy, performance and service, including disaster or emergency situations
encourage innovation and manage and lead the team through changes in business and process improvement
prepare and coordinate staff rosters and allocate work based on resources and priorities

Served Australia/ Singapore based customers booking Air ticket (KrisFlyer frequent flyer programme
Maintain payment
Handle dispute and complaint on there booking
Reporting analyst On Total call in for the day and month base on call centre report ( CHD/ ATT report)
Analyst on Staff Timetable base on Q call
Supervising and provide training to new staff
Prepare daily report of new staff performance Assist new staff with their enquiries in regards of the calls answered

Setting clear team goals
Delegate tasks and set deadlines
Oversee day-to-day operation
Monitor team performance and report on metrics
Suggest and organize team building activities

Prepare and serve hot or cold beverages, such as coffee, espresso drinks, blended coffees and smoothies
Effectively maintained correct hygiene standards
Daily banking duties including cash handling
Focused Customer Service
Induct and train new employees

Maintain Report of ASP Audit Data.
Maintain daily weekly and Monthly of ASP Audit Data.
Prepare PPT of Summary data of month.
Maintain Team Work Data.
Handle Team.
Maintain Attendance and work Performance of team.
Download Report from SAP and Make Data According Requirement.

Team Builder in Java, Android app development
Published Mobile application on Google play store named TCBC, Arboratics
Developed mobile application for the companies like SNP diary, Asian Builders, Ayyammal Samayal.
Got “Smart Bee award” for perfect team builder category.

Collaborated with the Technical Team (Splicing) to ensure smooth work flow and efficient organisation operations for all fibre related activities following civil work completion.
Supervising the Technical Team, ensuring all fibres have been spliced to specs as per the schematic diagram provided at the correct distribution points.
Overseeing end-to-end testing of fibre-optic cable deployed, ensuring the test results are consistent with the required decibel readings with various testing methods including but not limited too; OTDR Testing, Power Meter, Light Source, etc.
Compiling of documentation for site handover in order to provide internal management and the client with an overview of the entire site that has been built, namely an “As Built Pack” consisting of detailed project information including but not limited too;Final site diagram as per the civil works, location of all manholes as well as dimensions, size of micro ducts used including distances of duct installed, etc.

Keeping a track of Agent-wise report, which includes agents Login Time, Logout Time, Total Logged in time in system along with breaks.
Generating Weekly Rosters & keeping a track on Daily Attendance.
Generating daily reports and maintaining a track of day-to-day performance.
Assists management with hiring processes and new team member training.
Supports team manager and performs management duties when manager is absent or out of office.
Develops strategies to promote team member adherence to company regulations and performance goals.
Conducts team meetings to update members on best practices and continuing expectations.

Manage manpower, scheduler,product knowledge and training.
Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
Directly reports to the assistant manager to provide updates on performance and recommends action plans depending on the current team performance
Maintained positive relationships with all residents of the area.

Helped to develop a new call centre in Brisbane that was to service Australia, New Zealand and Japan on a 24×7 basis
In a period of 12 months we grew exponentially from 0 staff to 100 call centre staff and 5 team leaders.
My primary role was to develop and lead staff once they were out of training. I also selected 5 exceptional staff to train as team leaders. These leaders then reported to me and I mentored them until they were able to manage the teams themselves.
Training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products

Accurately read, understand and delegate written instructions given by management.
Collaborated with management team, technical crew members and fellow supervisors to organise efficient site operations and achieve demanding deadlines.
Administer the budget provided by management, tracked expenses and documented all changes.
Maintained current and accurate project documentation reflecting changes made to the site plan and procedures as per the schematic diagrams provided by client.
Boosted team performance and work quality by enhancing training.
Overall site supervision of day-to-day activities for every employee on site performing various duties including but not limited too;Digging of trenches, backfilling holes, construction of manholes, installation of manholes, laying of pipes, laying of micro ducts from end-to-end of route, hauling/floating of fibre-optic cable, installation of enclosures/joints, installation of customer termination boxes amongst various other day-to-day operations on site.
Operating heavy machinery, electrical equipment and tools in the correct manner and according to safety standards with the appropriate use of PPE.

Oversee customer service desk for high-volume superstore, supervising up to 30 associates per shift in carrying out daily customer service operations. Resolve customer issues, manage returns, document faulty merchandise and prepare undamaged merchandise for return to the sales floor.
Supervise employees and provide on-the-job training.
Compute and record totals of payments received of delinquent loans.
Prepare reports of customers whose accounts are delinquent, and forward irreconcilable accounts.

Works with the team leader on maintaining department expense budgets in accordance with the planned workload
Develop, maintain, trend and report Key Performance Indicators
Ensure the effective management both in terms of business objectives and the personal and professional development of direct reports
Drives continuous performance improvement for business results
Ensures teams maintain a clean orderly work area through use of 5S visuals management tools and standards
Establish action plans for improvement
Leads and directs the workforce in problem identification, problem solving and implementing continuous improvement measures

Assessed workloads to meet seasonal fluctuation needs.Provided constructive criticism regarding quality assurance oncollections team phone calls.
Implemented new working processes which delivered continuedimprovements.
Built long-term customer relationships and advised customers onpurchases and promotions.
Other administrative tasks that may assigned to such as sending Key performance Indicator report in a daily basis, program-wise team attendance, agents leave tracker and Hours distribution.

Initiates basic operation processes for call center such as analyzing data/agents statistics, develop educational learning plan and ensure proper implementation of the action plan.
Maintains agents schedule adherence and attendance in a daily basis.Ensures daily/weekly/monthly deliverables are being met which includes call monitoring and coaching session feedback, performancedaily tracker and escalation report.
Monitors, coach/mentors agents to perform and hit their goals following the root cause analysis to identify the behavior affecting their performance.
Provides motivation to people to perform at their best to meet their goals.
Attend weekly business review with the client to discuss team performance.
Attend weekly call listening and calibration to improve supervisors call monitoring and problem identification skills. At the same time, to ensure everyone is calibrated with new updates.
Responsible on agents staffing and scheduling.

Manage teams in excess of 15 people at a time
Keep Track on Fraud TXN’s & take security measures to minimize the same in future.
Implementation of Innovative Ideas & System to facilitate Smooth Transaction & Customer co-ordination.
Have implemented Chatbot & CRM system.

Creating different kinds posters for different purposes such as event, promotions and the like.
Creating content.
Coming up with creative ways to campaign and promote our products.
Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.

Facilitate and organize training session for all agents and participate in recruitment of new call center agents.
Conduct regular review of all call center agent’s performance and organize training sessions for under performers.
Submit Regular / Monthly / Quarterly / Yearly MIS reports to management and seek new ideas and strategies to improve performance at the center.
Keep up with trends and happenings in the industry and ensuring adherence to industry standards.

For Banking & Retail Process & Product.
Be in charge of running and managing the call center daily – Inbound / Email / Webchat / Chatbot process.
Set targets for all other call center agents to meet up with.
Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to.
Understand all organization’s products, services, procedures and guidelines and communicate same to all team members.
Prepare forecasts and budgets for the call center.
Monitor all calls to ensure that due procedures and quality standards are strictly adhered to.

Managment team of effectively.
Responsible to complete the project in time .
Responsible to detect the unauthorised content display in you tube, face book, instagaram…. All social networking sites.
Responsible for detect unauthorised content display in all kind of app.
Responsible to train newly recruited employees

Check with customers to ensure that they are enjoying their meals and take action to correct any complaint.
Inventory of bar (liqueur) as well as other equipment.
Maintain record of guest feedback & guest suggestions.
Present menus to patrons and answer questions about menu items, making recommendations upon request as well as inform them about daily specials.
Assisted in Out Door Catering Services for International Shanghai Expo & Shanghai Vegan Expo.
Schedule staff hours and assign duties, as well as assist in training and daily briefings of team members.
Take dining reservations & respond to inquiries or transfer calls.

Started as an Operation Trainee, and later promoted to Team Leader.
Receive and record patrons’ dining reservations & greet guests and seat them at tables or in waiting areas.
Present menus to patrons and answer questions about menu items, making recommendations upon request & explain how various menu items are prepared, describing ingredients and cooking methods.
Serve food or beverages to patrons, and prepare or serve specialty dishes at tables as required as well as bring beverage selections to tables with appropriate glasses, and pour the drinks for customers if required.
Assist the kitchen team members in setting up of buffets, live counters & service stations.
Take part in Training & Development Programs as well as daily briefings.

Observe teachers to determine qualifications, limitations, abilities, interests, and other individual characteristics.
Enforce administration policies and rules governing teachers.
Plan and conduct activities for a balanced program of instruction, demonstration, and work time that provides teachers.
Meet with other professionals to discuss individual teachers’ needs and progress. with opportunities to observe, question, and investigate.
Prepare reports on teachers and activities as required by administration.

Lead a team of analysts and team coach to do AR follow-ups. Guide team to reduce AR ageing and optimize collections.
Respond to clients on any process related queries and manage 1st level escalations.
Monitoring and managing workflow or daily targets to assure timely delivery of agreed SLA’s.
Participate in the new pilot projects & work towards the proper transition of knowledge to the team.

Enable staff to achieve their performance targets, identify training and development requirements and manage disciplinary issues.
Provide effective management of all escalated issues and continuous improvement of business processes.
Document recommendations and ensure implementation leads to improved performance.
Provide and implement an effective coaching methodology and process by understanding each customer service representative’s performance drivers and helping them to implement new actions that improve their performance.
Conversions of non depositing customers.
Following changing processes as per request from management.
Provide accurate statistical monitoring of all communications, be it inbound, outbound on centralised folders.

Responsible for allocation and effectively complete project/inventory.
Responsible for coordination between Business Excellence, Client Relations & Operations.
Utilizing the resources to the optimum level for achieving the targets & productivity.
Responsible for creating and sharing weekly/Monthly performance reports internally and with clients.
Ensuring adherence to compliance and HIPPA issues.
Maintaining Attrition below 8%.
Work with managers to resolve any personal problems or conflicts that may arise in the team.

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