Started my career with Grab Contact Centre (Malaysia) as a Grab Support Agent (Customer Service Executive). I achieved all my KPI metrics consistently for 2 years and was awarded as a Platinum Agent for 2 consecutive years (Metric used to assess the effectiveness of a Customer Service executive). During my days as a Grab Customer Service agent, I was tasked to do Support roles also known as Mentors for the new recruits who joined Grab Food Voice and Chat operations.

In October 2021, I was promoted and assigned to be a Team Manager for Grab Singapore Contact Centre (GrabFood segment) managing the Voice operations. Within 2 months, I was also asked to lead the Grab Transport segment and became the first hybrid trained team manager to lead & drive both segments in Grab Singapore. 10 months into my leadership role, I was entrusted by the senior leadership team to facilitate the setup of a new business segment launched by Grab Singapore (Grab Finance).

In my experience as a contact center team manager, I’ve Organized & facilitated numerous competing variables to meet Service Levels & business goals by achieving top tier performance from Q2 to Q4. I’ve Lead a team of 15 agents and made 8 of my own team members Platinum Agents. As a work steam leader, I’ve achieved top tier in KPI for my segment from February 2022 till November 2022. Dedicated myself to spend additional effort to guide the new recruits to shorten their learning curves. Proactively involved myself in the Customer Experience initiatives & DSAT+ improvement project which resulted in DSAT+ reduction of over 3%. I was awarded “Best Team Manager – Ranking 1” across Grab Singapore Contact Centre competing against 15 other Team Managers continuously for 4 months from August – November 2022. I believe, I have convinced you of my capability to not only manage a team but deliver service excellence as an individual contributor too.