LENY VALENIA

As a Customer Service Team Lead at Teleperformance, I have been managing and coaching a team of customer service agent for over a year, ensuring they meet and exceed the client's quality and productivity standards. I have also been providing real-time support to agents who face difficulties or escalated inquiries from clients and customers, handling them with empathy and professionalism. • Supervise and mentor the team by providing coaching. • Encourage, inspire, assess, develop, and mentor agents to consistently exceed their individual and team goals. • Regularly supervise the team's managed interactions, offering feedback, guidance, and training to ensure agents meet client standards. • Actively maintain service levels while enhancing team efficiency to meet financial objectives. • Provide immediate support to agents during difficult calls and address escalated inquiries from dissatisfied customers promptly and professionally. • Work with a designated contact to tackle issues and devise plans to improve assigned key performance indicators (KPIs). • Ensure adherence to all Teleperformance policies, including Security, HR, and Operations, and report any policy violations to Teleperformance Management while coordinating with other departments (WFM, QA, Payroll/HR, etc.). • Collaborate effectively to represent information for both the client and Teleperformance as a united front.

• Support the community by responding to inquiries with empathy and accuracy. • Stay informed about social media trends and products. • Engage in weekly meetings, submit reports, and assist the community. • Exhibit excellent interpersonal, communication, and empathy skills. • Quickly address and resolve social media concerns that are reported. • Utilize market insights to enhance user support. • Analyze data to improve user experience. Manage and enforce social media Terms of Use. Recognize and propose remedies for workflow inefficiencies. Identify trends and escalate issues as needed.

Successfully built and operationalized the hub from scratch, ensuring smooth and effective day-to-day operations Management Duties: Supervise the onboarding process for new members/tenants and assist desk renters. Attend weekly meetings, create reports, organize tours, uphold Hub cleanliness, and track KPIs. Arrange in-person tours for walk-in customers and new members, addressing any inquiries or concerns they may have. Administrative Responsibilities: Manage bookings, invoicing, follow-up tasks, handle inquiries, and provide progress updates. Sales Responsibilities: Handle member/customer renewals, referrals, and desk occupancy in Private Offices, co-working spaces (daily or monthly inquiries), Event Space, and Meeting Rooms. Keep an updated email list and ensure the sales pipeline for space is up-to-date. Enter sales data into the Company's sales system. Foster relationships and communication with members and customers. Accounting Duties: Manage petty cash and produce reports for the Finance Department.

• Contributed to improving the company’s customer service ratings by delivering high-quality support and ensuring positive user experiences. • Handled daily customer service operations, responding to user inquiries and resolving issues efficiently. • Analyzed and understood user needs, providing clear guidance and assistance to resolve difficulties. • Addressed support issues by collaborating with team members and proactively identifying solutions to improve service quality. • Responded to customer inquiries through written correspondence, covering topics such as events, technical issues, and dispute cases related to the Carousell platform. • Managed and resolved customer disputes and technical concerns in accordance with company policies and procedures. • Completed ad-hoc tasks assigned by supervisors to support operational needs.

• Support new hires by gathering documents for issuing Letters of Acceptance (LOA) and Working Permits (WP). • Reach out to potential candidates through cold calls for Assessment Centre (AC) invitations. • Manage a high volume of system-based administrative tasks, including data entry and posting job advertisements on SharePoint. • Stay organized by updating recruiter information, handling phone calls (both incoming and outgoing), emails, and the work management system. • Document all inquiries and responses using SharePoint software, and update member records accordingly. • Enter applicant data into the tracking system and regularly update the status of candidates' applications.

• Lead generation role by cold calling and make sure 50 candidates per day will attend the pre-screening assessment progress by reverting to the candidate database. • Upload all CV into internal database. • Administering the applicant tracking system and updates candidates’ application status on daily Basis.

Prior to starting the qualification process, pinpoint the organization, company, and key decision-makers. Keep accurate records of the organization/company in the system and regularly update them. Cultivate a positive rapport with customers through polite phone interactions. Implement BANT (Budget, Authority, Need, Timeline) tools to generate leads tailored for the Malaysia region.

• Escalate the Purchase Order (PO) into the system and create order sheet and deliver order sheet to finance department and factory warehouse • Arrange good delivery for the domestic area such as Medan, Jakarta. • Communicate directly to the customer by phone and emails and escalate all inquiries and assist them. • Update customers on their request, complaints and feedback. • Receive order from the customer through phone calls and escalate it to sales/marketing division and warehouse area. • Send weekly report to the accounting department.

• Social Media Admin for Instagram and Facebook. • Become a moderator with followers in Social Media. • Concept and brainstorm ideas with owner for product photoshoot. • Brainstorm promotion ideas with owner for social media.

• Assist clients for their inquires according to job issue through phone call and correspondence. • Do the administrative job as creating offer letter, purchase order and invoice. • Handle and arrange Company’s petty cash, cheques, bank statement and any trustable documents In the company. • Organize and arrange any issue on account payable and account receivable • Prepare administration data for procurement bid.