Habib Kidwai
@habibkidwai
Client operations leader at Concentrix supporting Meta ads; improved CSAT by 22% and cut repeat complaints by 25%.
MalaysiaWhat I'm looking for
At Concentrix CVG Malaysia, I led an 18-advisor team supporting Meta Advertising across Facebook, Instagram, Threads, and WhatsApp. Through coaching, root cause analysis, and process improvements, we raised CSAT by 22%, improved QA by 17%, and reduced repeat complaints by 25%.
I also introduced a new-hire nesting program that reduced agent ramp-up time by 25%. I analyzed weekly performance reports and worked with QA and Workforce Management to support service targets and maintain data protection and regulatory compliance.
As a Subject Matter Expert at Concentrix, I supported agents during live customer interactions, audited cases, and delivered one-on-one coaching. I also led new-hire nesting batches and produced daily performance reports, with those batches achieving a 100% passing rate.
Earlier, I managed customer interactions and campaign troubleshooting at Concentrix, then handled end-to-end digital campaign lifecycles as a Client Account Manager at Echo Digital. I bring experience in advertising support, client account management, campaign reporting, and Six Sigma, and I'm available immediately and open to relocation.
Experience
Work history, roles, and key accomplishments
Team Leader - Operations
Concentrix CVG Malaysia
Jan 2023 - Jun 2026 (3 years 5 months)
Directed an 18-advisor multi-channel team, consistently exceeding SLA, AHT, Quality, and CSAT targets. Mentored newly promoted SMEs and POCs, and spearheaded a new-hire nesting program that reduced agent ramp-up time by 25%.
Subject Matter Expert
Concentrix CVG Malaysia
Jan 2021 - Dec 2022 (1 year 11 months)
Served as the real-time resolution authority for agents during live customer interactions. Audited case portfolios for SLA, quality, and process compliance, and produced daily operational performance reports.
Client Service Associate
Concentrix CVG Malaysia
Sep 2019 - Dec 2020 (1 year 3 months)
Managed omni-channel customer interactions for global advertising campaigns, consistently meeting all KPI targets. Handled escalation management, lead-generation pitching, and campaign-specific technical troubleshooting.
Client Account Manager
Echo Digital
Jan 2019 - Jul 2019 (6 months)
Orchestrated end-to-end digital campaign lifecycles, including strategy development, KPI-setting, execution, analysis, and client reporting. Served as the primary client liaison, translating briefs into creative strategies and presenting results to senior stakeholders.
Education
Degrees, certifications, and relevant coursework
University of Wales Trinity Saint David
MBA, International Marketing
2020 - 2022
Pursued an MBA in International Marketing at the University of Wales Trinity Saint David in Malaysia from 2020 to 2022.
DHA Suffa University
BBA, Business Administration
2013 - 2017
Completed a BBA in Business Administration at DHA Suffa University in Pakistan from 2013 to 2017.
Six Sigma
Yellow Belt, Six Sigma
Earned a Six Sigma Yellow Belt certification.
Certificate, Project Management
Completed the Google Project Management Fundamentals certificate.
Tech stack
Software and tools used professionally
Availability
Location
MalaysiaAuthorized to work in
Salary expectations
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