Nor Fahmi Khalimudin

As a team leader, I was responsible for establishing key performance indicators (KPIs), designing call workflows, developing standard operating procedures (SOPs), and creating schedules for a team of 14 members. By aligning team objectives with organizational goals, I ensured efficiency, consistency, and high-quality service delivery across all touchpoints. My role involved continuous monitoring and refining of processes to drive performance improvements and ensure the team consistently met targets.

• Conducted team member meetings and updated members on best practices and continuing expectations.
• Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.
• Discovered training needs and provided coaching.
• Set clear team goals and delegated tasks and set deadlines.

Key Achievements Skills and Expertise

BPO Contact Center Management:

• Oversee the performance of agents and supervisors in a fast-paced environment.
• Develop and execute strategies to reduce call abandonment rates and improve revenue.
• Monitor and analyze KPIs (Key Performance Indicators) to identify areas needing attention.
• Ensure smooth collaboration between different departments to enhance customer experiences.

Strategic Planning and Process Improvement:

• Develop and implement plans that directly improve customer satisfaction, such as call routing systems and improved scripts.
• Conduct regular coaching and training sessions to enhance the skills of agents and supervisors.
• Use software applications to manage call volume, assess performance, and produce reports.

Incident and Problem Management:

• Act as the escalation point for major incidents, overseeing the management of high-severity cases across the organization.
• Coordinate with internal teams to manage major incidents effectively, ensuring timely escalation, resolution, and follow-up.
• Perform post-incident reviews (PIRs), analyzing root causes and developing improvement actions.
• Attend hearings and manage escalations from regulatory bodies, demonstrating leadership in handling critical incidents.

Reporting and Analytics:

• Generate comprehensive reports on team performance, incident status, and customer satisfaction.
• Produce daily, weekly, and monthly summaries to monitor trends and opportunities for improvement.

Improved Contact Center Operations:

• Achieved significant gains in customer satisfaction by streamlining processes like call handling time, first call resolution, and overall service quality.
• Introduced improvements such as new call routing systems and customer service scripts that directly enhanced service delivery.

Cost Savings:

• Successfully implemented process improvements that resulted in cost savings for the organization, alongside better operational efficiency.

Problem Resolution and Incident Management:

• Efficiently managed high-severity incidents, coordinated internal stakeholders, and drove effective solutions, demonstrating a strong capacity to lead in crisis situations.

Regulatory Compliance:

• Effectively handled escalations from key regulatory bodies (e.g., MCMC, BNM, Ministry of Health Malaysia) ensuring the company complied with necessary regulations.

Skills and Expertise:

• Contact Center Operations: Deep understanding of metrics, KPIs, and optimization techniques for customer service centers.
• Leadership and Team Management: Ability to lead teams, mentor agents, and coordinate across departments to ensure performance goals are met.
• Incident and Problem Management: Expertise in high-severity incident resolution and root cause analysis to prevent future issues.
• Stakeholder Communication: Experience liaising with both internal and external stakeholders, including regulatory bodies, to ensure clear communication and resolution of issues.
  
  

Core Responsibilities

Fraud & Credit Risk Analysis:

• Conduct detailed fraud detection and prevention analyses across various portfolios and worklists to mitigate risk.
• Perform credit reviews and risk assessments to ensure that customers and merchants meet required financial standards.
• Analyze fraud trends and credit behavior to identify potential threats and opportunities for enhanced risk management.

Portfolio & Worklist Management:

• Oversee the management of multiple portfolios, ensuring that worklists are prioritized, and performance targets are met.
• Monitor and optimize processes for managing high volumes of fraud cases, customer disputes, and credit risks, ensuring efficiency and accuracy.
• Ensure timely and effective resolution of cases, working closely with the team to meet service level agreements (SLAs).

Premium Customer Escalation Channel:

• Establish and manage a premium escalation channel for high-priority customer issues, ensuring quick resolutions and a seamless customer experience for high-value clients.
• Work closely with senior management and the customer service team to address complex or high-severity issues escalated by premium customers.

Customer & Merchant Experience Analysis:

• Analyze customer and merchant feedback to continuously improve processes and experiences across the platform.
• Work with cross-functional teams to implement improvements aimed at reducing friction and increasing satisfaction for both customers and merchants.

Business Strategy Planning & Development:

• Contribute to the development of business strategies aimed at growing the organization’s revenue while reducing risk.
• Work with senior leadership to align operational and strategic goals with broader company objectives.
• Support business growth by assessing market conditions and identifying opportunities for product or service improvements.

Team Coordination, Workflow Management & Strategy Deployment:

• Lead and coordinate a diverse team across multiple markets, ensuring that workflows are effectively managed and optimized.
• Deploy strategic initiatives across teams and markets, ensuring alignment with company goals and operational standards.
• Foster team collaboration and ensure all members are aligned on key objectives and metrics.

Multi-Market Servicing in a 24/7 Environment:

• Oversee fraud risk and credit risk management across global markets, including the US, Australia, New Zealand, Singapore, EMEA, APAC, India, the UK, and Nordic regions.
• Ensure operations are running smoothly across different time zones and that teams are effectively servicing clients and mitigating risks at all hours.

Performance Management & Strategy:

• Manage performance for fraud specialists and analysts, setting clear expectations, monitoring results, and providing feedback.
• Conduct regular performance reviews, focusing on both individual achievements and team-wide performance.
• Develop performance strategies that drive continuous improvement and ensure high standards in fraud detection and risk management.

Training & Coaching:

• Design and implement training programs for new hires and existing staff, ensuring that all team members are well-equipped to handle the complexities of fraud detection and credit risk analysis.
• Provide ongoing coaching to team members, fostering a culture of learning and development.
  

Managing Corporate Engagements:

• Serve as the key point of contact for corporate engagements, ensuring strong relationships with stakeholders and clients.
• Collaborate with various internal departments and external partners to ensure smooth processes and effective resolution of high-priority issues

Procurement & Hiring for New Process Migrations:

• Oversee the recruitment and onboarding of new employees for process migrations, ensuring the team is adequately staffed to handle increased workloads.
• Collaborate with HR to identify talent needs and fill positions that support the scaling of fraud and credit risk operations.
  

Talent Analysis:

• Assess the skills and potential of team members, identifying top performers and areas for development.
• Work with HR to create career development plans for staff and implement talent management strategies.
  

Customized Learning Delivery:

• Create and deliver tailored learning programs that meet the unique needs of the team.
• Develop materials and workshops that enhance technical skills, soft skills, and overall performance.
  

Continuous Improvement through Six Sigma Implementations:

• Lead the implementation of Six Sigma methodologies to streamline processes, reduce inefficiencies, and improve overall quality.
• Use data-driven insights to identify areas for improvement and drive process improvements that directly impact business outcomes.
  

• I am required to coordinate cases in an efficient and cost effective manner in accordance with company policies and procedures
• I take ownership and manage cases with a view to moving them forward in the best interests of the member and client while working harmoniously with fellow operations staff, members of the team
• I ensure customer's inquiries and requests are handled as per the stipulated performance standards and benchmarks and demonstrate a 'can do' and professional attitude when servicing members and clients with the objective of exceeding expectations with the service provided
• Apart from that, I have to demonstrate an understanding of all members operations and ability to apply in live case management and ensure all customer interactions are captured and logged in CRM system accurately
• I answer calls promptly, appropriately and courteously within SLA and complete all calls and emails assigned, handle other assignments and/or ad hoc projects as and when required

• The general purpose of this job is to interact with customers of Maybank by handling inbound telephone calls, facsimiles and emails from customers, providing information to customers regarding general and product inquiries as well as understanding customers' needs, identify issues and provide solutions to customers
• I deal directly with customers either by telephone or electronically respond promptly to Maybank customer inquiries
• I handle and resolve customer complaints and obtain and evaluate all relevant information to handle inquiries and complaints
• I communicate and coordinate with internal departments and follow up on customer
• I will also ensure that each call is handled in a way that contributes to the overall customer satisfaction and increases customer loyalty

• As an agent within Fraud Operations, I am required to work through a number of predetermined fraud queues and service requests to determine if recent account activity is of a fraudulent nature based on fraud indicators
• I completed my investigation using multiple resources including customer contact, contacting banks and credit card issuers, reviewing PayPal activity, eBay rating, phone matches, IP search and various websites
• I am required to be customer oriented and work to deliver a better understanding of PayPal processes to our customers
• At the same time, I educate the customers (U.S) on how to maintain security and strive for loss prevention for both PayPal and themselves
• I am also responsible for reviewing documentation, analyzing data and determining in a timely manner whether to verify the authenticity of transactions and/or activities
• Throughout this process I may need to communicate with the customer for additional information and to notify them of decisions

• The general purpose of this job is to interact with customers of Standard Chartered Bank of Singapore to provide and process information in response to inquiries, concerns and requests about products and services
• I deal directly with customers either by telephone or electronically respond promptly to Singapore customer inquiries
• I handle and resolve customer complaints and obtain and evaluate all relevant information to handle inquiries and complaints
• I have to perform customer verifications process orders, forms, applications and requests, direct requests and unresolved issues to the designated resource
• I manage customers' accounts and keep records of customer interactions and transactions record details of inquiries, comments and complaints
• I communicate and coordinate with internal departments and follow up on customer interactions

• I made outbound calls to Hong Leong Bank customers to sell the products of Hong Leong Bank and answer customer's query regarding any issues that they have with the products
• I had been selling a product called 'BIJAK MALAYSIA' which is a life insurance and I have to persuade and convince these customers to enroll in this programme
• I must meet the sales target and talk time target that have been given by the company and managed to be the third top performer