Open to opportunities

brandon ngo

@brandonngo

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Customer service team leader driving operational excellence and high CSAT.

Malaysia

Message

What I'm looking for

I seek a customer-focused role where I can lead teams, improve processes, and drive KPIs within a collaborative, growth-oriented culture.

I am a dedicated customer support leader with extensive frontline and management experience in high-volume contact centers. I specialize in coaching teams, improving processes, and delivering measurable improvements in KPIs and customer satisfaction.

At TDCX I progressed from Customer Service Associate to Senior Team Lead, overseeing up to 60 representatives across email, webchat, and phone channels, and mentoring multiple team leaders. I consistently exceeded targets for response times, resolution rates, and first contact resolution while maintaining strong client relationships.

I lead with data-driven decision making, analyzing performance metrics to identify trends, implement improvement strategies, and develop escalation procedures that ensured timely resolution of complex issues. I also drove training and development programs and participated in recruitment and onboarding.

I cultivate collaborative team cultures focused on continuous improvement, quality compliance, and aligning service delivery with client business goals. I am eager to bring my operational rigour and team-development focus to a customer-centric organization.

Experience

Work history, roles, and key accomplishments

Current

Senior Team Lead

Current

TDCX

Jan 2023 - Present (3 years 1 month)

Led and mentored 4 team leaders and 60 customer service representatives across email, webchat, and phone channels, consistently exceeding KPIs for response time, resolution rate, and customer satisfaction while improving operational efficiency.

Team Leadership Customer Service Operations SLA Management Performance Analysis Process Improvement Stakeholder Management

Team Leader

TDCX

Dec 2021 - Dec 2022 (1 year)

Directed daily operations and coaching for a customer support team, implemented continuous improvement strategies, conducted quality audits, and collaborated with CX and L&D to raise service standards and resolve escalations.

Quality Assurance Continuous Improvement Case Management Training Delivery

Team Leader

TDCX

Jan 2021 - Oct 2021 (9 months)

Monitored floor performance, conducted daily huddles and 1:1 coaching, audited calls, and led process improvements for handset and tablet support to ensure daily KPI attainment.

Floor Management Coaching Process Optimization Training Event Planning

Subject Matter Expert

TDCX

Aug 2019 - Jan 2021 (1 year 5 months)

Supported team performance through coaching and quality audits, led daily huddles, and provided solutions for negative CSAT cases while ensuring timely escalation resolution.

Coaching Audit CSAT Escalations Product Knowledge Reporting

Customer Service Associate

TDCX

Apr 2019 - Aug 2019 (4 months)

Handled escalated case callbacks and served as point of contact for handheld product issues, preparing reports and resolving complex customer cases.

Case Management Escalations Reporting Product Support Troubleshooting

Customer Service Associate

TDCX

Nov 2018 - Mar 2019 (4 months)

Handled inbound and outbound calls to resolve customer issues and follow up on escalated cases, delivering consistent client-focused support.

Outbound Calling Customer Support Escalations Communication

Customer Service Associate

Opus Subcon to Diebold Nixdorf

Jan 2017 - Jun 2018 (1 year 5 months)

Responded to client technical calls, documented issues, used solution trees and the company knowledge base to resolve tickets and provide actionable guidance.

Technical Support Ticketing Knowledge Base Troubleshooting Documentation