Ops Manager

Location
Malaysia
Rate
$15 / hour
Work schedule
Contract
Full Time
Views
20

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About me

Experienced Manager with over 8 years of successful experience in operations and support within traditional BPO, Cloud BPO, and in-house contact center. Recognized consistently for performance excellence and contributions to success in multiple industries such as IT, Banking, Medical, and e-Commerce. A clear understanding of the business process, customer support, and strategic planning, backed by training in COPC and Six Sigma. Enthusiastic and eager to contribute to team success through hard work, attention to detail, and excellent organizational skills. Excellent reputation for resolving complex problems, improving customer satisfaction, and managing cross-functional teams within the company.

Language proficiency:
EnglishMalay

Professional area

Management & Operations


Skills

Excelgoogle analyticsOperations ManagementP&LPeople ManagementProject ManagementStrategic Planning


Education

July 2002 / July 2004 Diploma in Computer Science and Information Technology at Entrepreneur Development Institute, Malaysia

Graduated with 3.7 CGPA
Dean’s List recipient (2004)



Experience

FEB 2020 / FEB 2021 PROJECT LEAD – SERVICE DELIVERY at TALENT WORLD GROUP PLC

Ad-hoc projects and achievements:
-Live Chat Implementation: Created the end-to-end process including chatbot automation using FreshDesk
-Product improvement: Identified product level improvements using SWOT Analysis, automation and overall UI/UX level improvement for the client which increased the sales by 18%.
-Follow Up process: Improved the CSAT response rate from 25% to 65% and increased the CSAT % from 55% to 83%
-Reduced the number of incoming tickets by 30% (Duplicate ticket process)
-Reduced the number of errors per transaction by 15% after the introduction of bi-weekly quizzes and QA Process
-Identified the opportunity for creating an escalation queue and increased the billable monthly HC cost by 10% monthly for the company.
-Payment Gateway: Reduced the number of payment errors by 8% due to process analysis


JULY 2019 / OCT 2019 CUSTOMER SUPPORT MANAGER – GLOBAL HELPDESK at GBG MALAYSIA SDN BHD

Ad-hoc projects and achievements:
-Implemented the “Phone Support” for the APAC/ANZ support that includes call flow, scripts, and QA scorecard.
-Developed the Escalation Matrix and APAC/ANZ Helpdesk SOP.
 Developed the NPS for Support structure and integrated it with the company’s NPS to improve the overall Customer Experience.
-Developed the Onboarding process for APAC Helpdesk Support.


NOV 2017 – DEC 2018 SERVICE OPERATIONS MANAGER – CUSTOMER AND PARTNER at FOODPANDA MALAYSIA SDN BHD

Ad-hoc project and achievements:
-Transforming SSC APAC into KL IT Hub: Moving IT Hub from Germany to KL which involves decision making on vendors related, asset management, and IT Procurement for the entire APAC SSC.
-Develop the APAC IT policy in accordance with GDPR.
-Created an Escalation Team: Improve escalation Response Rate from 23% to 98% (Target 90%).
-Employee Satisfaction Survey: Revamp the question to cater to contact center-specific as well as develop and implement a high-quality work environment as measured through employee satisfaction ratings. Department ratings improved from 5.9 to 8.2 (Target 8.0).
-Onboarding/Offboarding Employee: Create the entire process and coordinate it with HR and the IT team.
-Successfully reduced the hiring of foreign workforce hiring by 40% due to a process level analysis for the Customer Service Team.
-Self-Help tool & Chatbots project: 25% headcount cost reduction (Dec 2018).
-Develop the Annual Appraisal system: Successfully reduce churn rate to 4.5% (Target 5%).
-Introduce new KPI scheme using SMART framework which successfully increased overall performance across 3 departments (Nov 2017 – Dec 2018):
-CS Department: Chat – 33% to 85% (Target 70%) and CS Department: Email – 17% to 80% (Target 70%)
-VS Department: Calls – 50% to 89% (Target 70%)
-Service Desk Department: Response Rate – 99.3% (Target 95%) and Service Desk Department: SLA – 97.5% (Target 95%)


JAN 2017 – OCT 2017 PROBLEM MANAGER – GLOBAL PROBLEM MANAGEMENT at STANDARD CHARTERED BANK

Ad-hoc project and achievements:
-Produce Monthly Thematic Analysis for C-Level executives for the Bank.


OCT 2013 – MAY 2016 LEAD – TECHNICAL SUPPORT CENTER (REMOTE SUPPORT SUPERVISOR) at CAREFUSION (M) 325 SDN. BHD

Ad-hoc project and achievements:
-The business transition from San Diego (United States) to Kuala Lumpur (Malaysia) – Responsible for resources planning and hiring, setting up metrics, KPI (using SMART framework), and goals aligned with the Business Plan, and worked accordingly within the approved budget.
-Knowledge Base Project – Developed a KB tool for the Remote Support (NOC Team).
-Setup the Technical Support processes and guidelines for the Remote Support team based on HIPAA regulations.
-Lead and developed the Network Operations Monitoring Alerts Workflow for the Dashboard Monitoring System which improved:
-Response Rate (Turn Around Time) – 73% (2014), 86% (2015) and 93% (May 2016)
-SLA – 63% (2014), 75% (2015) and 92% (May 2016)
-CSAT – 70% (2014), 81% (2015), 98% (May 2016).


MARCH 2011 – MAY 2013 LEAD – COPC (SHARED SERVICES) at MAYBANK GROUP SDN BHD

OCT 2010 – MARCH 2011 OPERATION ENGINEER at MICROSOFT (M) SDN BHD

6 months non renewable contract


MARCH 2008 - OCT 2010 TECHNICAL TEAM LEAD/TRAINER at DATACOM SOUTHEAST ASIA SDN BHD

APR 2007 - MARCH 2008 TECHNICAL SUPPORT SPECIALIST (ANZ SUPPORT) at DELL ASIA PACIFIC SDN


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