Theresa's profile, qualifications and contact details have been verified by our experts
Theresa
- Rate RM94
- Response 1h
RM94/h
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- Career Coaching
- Leadership
Providing support to Team Leaders in coaching skills, engagement and performance management in the BPO/Call Center industry.
- Career Coaching
- Leadership
Lesson location
About Theresa
I have actively managed, led, innovated and developed a team of customer support team members for over 4
years. With a background in driving operational efficiency and optimizing customer experiences. My leadership
extends to managing teams of 15+ individuals in fast paced, high-volume environments, fostering a culture of
growth, learning, and empathy. With over 4 years of active management, leadership, innovation, and team
development in the customer support field, I bring a proven track record to the Customer Service Team Lead
position in improving customer satisfaction across channels. In the last four months before being made
redundant in Sept, I've led my team to achieve an exceptional NPS average of 47.6 (target 45), showcasing my
ability to drive customer satisfaction beyond expectations. My coaching and
developmental approach have consistently produced high-performing team members, ensuring sustained
excellence on a weekly and monthly basis. I also have a cert for my Yellow Belt.
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About the lesson
- Primary
- Secondary
- SPM
- +14
levels :
Primary
Secondary
SPM
Form 6
STPM
Adult education
Bachelor
Masters
Diploma
Doctorate
Other
Matriculation
Beginner
Intermediate
Advanced
Professional
A1
- English
All languages in which the lesson is available :
English
My Background is over 6 years in the BPO industry where I manged over 15 plus people.
We will go through:
Coaching skills, helping your team Reach their weekly targets
Engagement skills, keeping your team motivated and happy
Understanding SLAs and KPIs
How to understand and work with people and manage conflict
Performance management
We can go through one or all topic and our goal will be to make you a confident and successful Team leader.
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Rates
Rate
- RM94
Pack rates
- 5h: RM472
- 10h: RM944
online
- RM94/h
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