Hisha Edward

Over 7 years of experience in customer service with proven success in managing teams and handling high-volume customer interactions across various platforms (calls, email, and chat). Strong leadership skills with a focus on team performance, motivation, and coaching to consistently meet and exceed KPIs. Excellent communication and interpersonal skills, skilled in handling escalations, conflict resolution, and maintaining high customer satisfaction.

Proficient in using CRM tools such as Zendesk, Salesforce, Freshdesk, and experienced in generating reports for performance monitoring and improvement. Committed to continuous improvement, process streamlining, and delivering service excellence in a fast-paced, customer-focused environment.

Customer Service Team Lead at Tridentpro Capital Berhad (Menara UOA Bangsar) (2019-02 – 2025-02)

• Supervise daily operations of the customer service team handling inquiries related to IT systems, finance products, and digital platforms across multiple channels (calls, chat, email).
• Monitor team performance through KPIs and SLA adherence, ensuring high-quality customer support and issue resolution within timelines.
• Provide coaching, mentoring, and regular performance feedback to agents to drive continuous improvement and service excellence.
• Manage escalated complaints or complex technical/financial queries, ensuring professional and prompt resolution.
• Collaborate with IT, finance, and product teams to communicate system updates, troubleshoot recurring issues, and improve customer experience.
• Lead onboarding and training of new team members on CRM tools, company policies, IT security, and finance-related processes.
• Generate and present performance reports to management with actionable insights for enhancing service delivery and team productivity.

Customer Service cum Receptionist at Parkamaya SDN BHD, Malaysia (Damen USJ) (2017-12 – 2019-01)

• Serve as the first point of contact for clients and visitors, providing a professional and welcoming front-desk experience.
• Handle incoming calls, emails, and live chat inquiries related to IT services, financial products, and general company information.
• Manage appointment scheduling, visitor logs, and meeting room coordination for internal departments.
• Support customers by addressing basic tech or finance-related queries and escalating complex issues to relevant departments.
• Maintain and update client records in CRM systems with accuracy and confidentiality.
• Assist with administrative tasks such as document handling, courier arrangements, and office supply coordination.
• Ensure the reception area is tidy, organized, and reflective of the company's professional image at all times.

Bachelors in Business Administration – Unitar Malaysia

Diploma in Fundamental Arts – The One Academy (2020)