Chea Chesda
Kandal Province
Summary
Customer service and operations team leader with 5+ years of experience in customer/partner service, team management, delivery operations, KPI monitoring, reporting, and issue resolution. Currently leading Customer Service at DurianX Express, coordinating riders, merchants, dispatch, and technical teams while monitoring service performance and operational issues. Strong in coaching, SOP implementation, escalation, problem solving, and data handling.
Overview
2
2
Languages
7
7
years of professional experience
Work History
Team Leader - Customer Service
DurianX Express
01.2026 - Current
- Led and supervised Customer Service team to consistently meet daily operational and service targets.
- Monitor team performance, attendance, productivity, and service quality.
- Coach, mentor, and provide feedback to team members to improve performance.
- Ensure team compliance with company SOPs, policies, and service standards.
- Handle escalated customer and operational issues and coordinate with relevant departments for resolution.
- Prepared and communicated team performance updates and operational reports to management, highlighting key achievements and areas for improvement.
Team Leader
Asia Master (Cambodia)
Phnom Penh
10.2024 - 12.2025
- Led service team through coaching, mentoring, and training, fostering a collaborative environment that enhanced team cohesion.
- Monitored individual performance and analysed results, providing actionable feedback that contributed to individual and team growth.
- Coordinated cross-department communication, resolved operational conflicts, and maintained service and quality standards.
- Supported management with performance updates and reporting, ensuring clear communication of team achievements and challenges.
Quality Assurance Specialist
Asia Master (Cambodia)
Phnom Penh
01.2021 - 10.2024
- Conducted quality assurance audits on call center interactions, ensuring compliance with company standards and identifying areas for improvement.
- Prepared QA reports and performed analysis to inform management decisions and enhance staff training initiatives.
- Provided coaching and mentoring, applying problem-solving skills to elevate service quality and address performance gaps.
Call Center Agent
Asia Master (Cambodia)
Phnom Penh
12.2019 - 01.2021
- Managed inbound and outbound calls, addressing vendor and customer concerns while accurately documenting issues and solutions.
- Increased customer satisfaction by offering friendly, helpful and informative customer service.
- Handled and quickly resolved customer issues regarding product sales and customer service problems.
- Remained calm under pressure to handle customer complaints and solve problems.
Education
Information Technology
NTTI
Phnom Penh09-2023
Skills
- Customer Service Operations
- Customer / Partner Issue Resolution
- Rider / Driver Coordination
- Cross-functional Communication
- Team Leadership & Coaching
- Service Quality & SOP Compliance
- Excel & Google Sheets
- Escalation & Problem Solving
- KPI & Performance Monitoring
- Daily & Operational Reporting
- Root-Cause Analysis
- Staff Training & Mentoring
LANGUAGES
Khmer
English
Timeline
Team Leader - Customer Service
DurianX Express
01.2026 - Current
Team Leader
Asia Master (Cambodia)
10.2024 - 12.2025
Quality Assurance Specialist
Asia Master (Cambodia)
01.2021 - 10.2024
Call Center Agent
Asia Master (Cambodia)
12.2019 - 01.2021
Information Technology
NTTI