MUHAMAD AJMAL
TEAM LEADER
Summary
Dynamic team leader with proven success at Concentrix Malaysia, enhancing customer satisfaction through strategic problem-solving and effective people management. Expert in technical support, leveraging analytical thinking to resolve complex issues. Achieved significant improvements in team performance metrics while fostering a collaborative environment. Proficient in Microsoft Office and forensic tools.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Team Leader
Concentrix Malaysia Sdn Bhd
08.2021 - Current
- Leading a team of technical support representatives, overseeing day-to-day operations, and ensuring high-quality customer service.
- Managing performance metrics, including issue resolution time, customer satisfaction scores, and productivity.
- Conducting regular one-on-one coaching sessions with team members, providing feedback and setting performance goals.
- Ensuring the team adheres to quality assurance standards, overseeing call audits and coaching for improvement.
- Handling escalated customer issues, providing timely resolutions while maintaining a positive customer experience.
- Collaborating with other departments and teams to improve overall service quality and streamline processes.
- Developing and implementing strategies to boost team morale, enhance productivity, and improve the customer experience.
- Preparing and presenting performance reports to senior management, identifying areas for improvement and growth.
Level 2 Advisor
Concentrix Malaysia Sdn Bhd
06.2018 - 08.2021
- Promoted to L2 Support, taking on more complex and escalated technical issues from the first-line team.
- Resolved advanced technical problems related to Dell hardware, software, and peripherals.
- Provided in-depth troubleshooting and analysis, offering solutions that required specialized knowledge.
- Coordinated with product teams and other departments to ensure seamless issue resolution.
- Trained and mentored new hires on troubleshooting techniques, product knowledge, and best practices.
- Managed high-priority cases, ensuring timely resolution while maintaining a high level of customer satisfaction.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
Technical Support Representative - Dell Project
Concentrix Malaysia Sdn Bhd
01.2017 - 06.2018
- Provided first-line technical support for Dell products, resolving issues related to hardware, software, and networking.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions, ensuring a high level of customer satisfaction.
- Diagnosed and troubleshot technical problems, providing clear and effective solutions to customers.
- Documented and tracked customer issues, ensuring accurate case management in the system.
- Consistently met performance targets, including response times, customer satisfaction, and issue resolution.
- Worked collaboratively with team members to share knowledge and improve overall team performance.
- Played key role in project that significantly reduced system downtime for major clients.
Education
Bachelor of Science - Computer Forensic
Management And Science University (MSU)
Selangor 11.2013 - 10.2016
Diploma - Computer Forensic
Management And Science University
Selangor 11.2011 - 10.2013
Skills
Accomplishments
FY2024 Q4 - Best Team Leader
FY2024 - Concentrix Development Champion
Dec 2021 - Leader of the Pack Award
FY2021 Q4 - Best Team Leader
FY2021 Q2 - Best Team
FY2020 (April - Aug), FY2019 (Mar, June), FY2018 Apr, - Top Performer Technical L2 Advisor
FY2020 Q1,Q2 - Top Performer Technical L2 Advisor
FY2017 (Oct) - Top Performing Agent
FY2017 (July) - Top Performing Agent, Best in Warranty CX
References
Akbar Basha
Operation Manager
Phone: +60102611070
Email : akbar.basha1@concentrix.com
Prabjit Ahluwalia
Sr Operation Manager
Phone: +60122350732
Email : prabhjit.ahluwalia@concentrix.com
Timeline
Team Leader
Concentrix Malaysia Sdn Bhd
08.2021 - Current
Level 2 Advisor
Concentrix Malaysia Sdn Bhd
06.2018 - 08.2021
Technical Support Representative - Dell Project
Concentrix Malaysia Sdn Bhd
01.2017 - 06.2018
Bachelor of Science - Computer Forensic
Management And Science University (MSU)
11.2013 - 10.2016
Diploma - Computer Forensic
Management And Science University
11.2011 - 10.2013
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