Adam Michael

Experience

• 

  VADS Berhad

  Mar 2005 - Sept 2009

  1. Responsible in managing 14 Customer Service Executive (Agents) for Celcom Careline Contact Center, ensuring that the team is committed to the needs and expectations of the customers 2. Accept escalated calls from agents in assisting customers while working closely with the QA Team to monitor the quality of calls and to take service recovery actions when needed 3. Responsible for investigating and resolving complaint from customer due to attitude/behavior/wrong information by the agents4. Provide weekly briefings and coaching to agents on areas of improvement in order to achieve KPI performance, maintain high morals, minimize turnover and promote staff development 5. Review daily adherence and verify agent’s attendance against floor coverage and conduct perimeter checks at least once per shift6. Involves in any validation and commentary on calls, systems and processes related to the quality of the Contact Center when required by the Management Team Show less

  • Customer Service Trainer

    May 2007 - Sept 2009

  • Team Leader

    Mar 2005 - Apr 2007
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  UTS Marketing Solutions

  Oct 2009 - Jun 2012

  Sales Trainer

  1. Conduct training sessions to Telemarketing Sales Representative (Telemarketers) and Support Team and develop outcome improvement plans while maintaining the policy and procedure of Insurance industry2. Responsible for the success and readiness of all new telemarketers before hitting the sales operations floor3. Provide coaching to new and existing telemarketers on effective sales skills, objection handling and continuously find ways to boost their motivation level

• 

  CIMB

  Jul 2012 - Jul 2014

  Senior Trainer

  1. Design, prepare and implement a range of training activities related to Credit Cards, ASB and Loans to new hires, existing employees and mid-management level (Team Leaders / Specialist Quality Assurance / Assistance Manager)2. Becomes the key person (Compliance Officer) to ensure that the CIMB Sales Contact Center is compliant to Bank Negara guideline (FSA / AMLA)3. Regularly review training roadmap and content/module to ensure it is up-to-date4. Provides regular progress reviews, escalates issues or concerns in a timely manner to Line Manager5. Provide support roles during any New Product Launches and promotions Show less

• 

  UTS Marketing Solutions

  Aug 2014 - now

  Training Manager

  1. Managing a team of 11 Insurance Trainers and 2 Credit Card Trainers in multiple locations (Klang Valley)2. Develop and propose new approaches and techniques, initiative programs and suitable action plans in order to improves training effectiveness while ensuring that statutory requirements are met3. Govern the team’s completion, timeliness and accuracy of all task functions, review and analyze performance report thus rolling out the suggested activities for service improvement4. Handles internal learning and development of mid-management team (Team Leader and above) on product, processes and soft skills Show less