Jonsh Tham

Experience

• 

  Scicom (MSC) Bhd

  May 2016 - Jun 2017

  Technical Support Specialist

  - Provided comprehensive technical troubleshooting support to customers, resolving issues promptly and enhancing customer satisfaction.- Qualified leads and facilitated product sales, contributing to the achievement of sales targets.- Diagnosed and addressed technical issues, leveraging technical expertise to deliver effective solutions and ensure customer retention.

• 

  WOWSHOP SDN BHD

  Jun 2017 - Apr 2018

  Executive Channel Support Unit

  - Managed daily call center operations, monitoring key performance metrics to ensure the delivery of high-quality customer service.- Developed and executed training programs for new hires, providing constructive feedback to promote continuous improvement and enhance team performance.- Generated and analyzed performance reports, identifying areas for improvement and implementing strategies to optimize service delivery.

• 

  Dimension Data

  Jun 2018 - Feb 2019

  Service Desk Analyst

  - Conducted in-depth data analysis and presented findings using SQL, SSIS, MS Access, Excel, and Visual Basic scripts, delivering actionable insights to stakeholders.- Managed file and data manipulation for expedited delivery to clients and internal databases, ensuring data integrity and accessibility.- Adhered to escalation procedures for critical calls and requests, providing support in analyzing, categorizing, and prioritizing incidents to maintain service quality.- Ensured accurate documentation and maintained detailed records of issues, including user information, to support continuous improvement efforts. Show less

• 

  Teledirect Telecommerce

  May 2019 - Jul 2020

  Crisis Management - Safety

  - Managed the monitoring and triaging of cases to agents, ensuring swift and appropriate actions to mitigate risks and uphold brand standards.- Conducted proactive investigations utilizing advanced tools and resources to identify potential fraud and mitigate brand risk.- Developed and maintained comprehensive reports using Excel with pivot tables for data analysis, providing insights that informed strategic decision-making.- Provided mentorship and guidance to new agents, delivering personalized training to accelerate their onboarding and enhance their operational effectiveness. Show less

• 

  ByteDance

  Jul 2020 - Oct 2024

  Livestream Partnership QA (PQA)

  - Automation & Process Efficiency: Led initiatives to automate QA processes, reducing manual efforts by 30% while ensuring quality benchmarks were met.- Team Management: Served as the team lead, orchestrating weekly business review meetings and ensuring that team targets were consistently achieved.- Cross-Functional Leadership: Coordinated with multiple departments to enhance content quality and improve operational performance.

• 

  Prouvers Sdn Bhd

  Oct 2024 - now

  Operations Manager

  - Operational Transformation: Redesigned and standardized key operational processes while developing real-time performance dashboards, significantly improving team efficiency and responsiveness.- Leadership & Collaboration: Managed a cross-functional team that spanned sales, customer service, and operations; collaborated closely to drive business growth.- Performance Tracking: Developed and monitored KPIs, contributing to continuous operational improvements and supporting overall revenue targets. Show less