Experience

Daythree

• Malaysia
• Outsourcing and Offshoring Consulting
• 300 - 400 Employee

• Manager, Service Excellence

  • Dec 2015 - Present

  • Plans and oversees strategic, operational, and administrative programs, projects, and/or services of broad significance to the organization within the designated functional area of focus. • Maintain regular engagement with key client in line with client expectations • Client KPIs/Sales targets delivery including day to day service levels, customer experience, quality measures and compliance measures • Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized • To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also understand the needs of their teams • Responsible and accountable for the operational performance of the client areas and for exceeding targets of all required metrics • Identifying and highlighting further opportunities for services and process improvements • Motivate and effectively performance manage Operations Leaders within the account to ensure delivery of overall targets and business plan. • Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation • Excellent leadership, people management, communication and influencing skills at a senior level • To be able to build and maintain strong client relationships • Ability to translate business strategy into day to day delivery • Strong commercial understanding and previous accountability for profit targets • Setting and reviewing Quality performance standards • Setting and reviewing of organizational / productivity objectives in line with the commercial contract • Responsible for Business Continuity • Ability to manage and influence key stakeholders Show less



Astro

• Malaysia
• Entertainment Providers
• 700 & Above Employee

• Associate

  • Feb 2015 - Sep 2022

  • Supervise a team of 16 telemarketers with training, coaching and motivating the team to achieve individual and team sales target. • Provide the team with a vision of the departmental objectives and to ensure that the team meets their targets and departmental requirements. • Assure that the team members have the necessary knowledge and guidance to effectively produce excellent results with good productivity and sales quality thru daily coaching sessions so that each member receives their individual/team-based compensation/recognition. • Conduct weekly PIP (Performance Improvement Plan) and monthly assessments with each team members on current and forecast achievements and plan ahead for the upcoming months highlighting the key focus areas of the individual. • Motivate and inspire team members to constantly exceed their deliverables through various engagement activities. • Function as the channel of communication between my team and the senior management pertaining to my team performance. • Main channel of contact in coordinating the entire departmental system/ID setup and product trainings for new recruits upon graduating to call floor with the relevant department section head. • Involved in weekly meetings with HOD and monthly review with Senior Management on team achievements and departmental progress. • Conduct audits on sales calls, observation of team demeanor and conformity in line with the departmental policy and procedures. • Handling customer complaints and escalations within the established guidelines. • Generate, compile and submit operational reports to management on sales performance, customer feedback and staff productivity with specific corrective/proactive action plans Show less



UTS Marketing Solutions

• 200 - 300 Employee

• Senior Team Manager

  • Jun 2013 - Jan 2015

  • Managed 30 TSR for Celcom campaign in promoting Celcom product & services. • Assigned to transfer operational knowhow and knowledge in Credit Card campaign (acquiring of new credit card customer while cross selling insurance product). • Managed 25 Telesales Executive (TSR) promoting BSN product and services • Develop and maintain effective working relationships with other department and divisions such as QA Team, IT Team, Finance, HR & Recruitment Team and Training & Development Team • Analyzes and prepare reports for management on team achievement, productivity and performance. • Research and assist in resolving complex customer issues and routine operational issues. • Proactively identify opportunities for change which will add value to the achievement of campaign objectives and enhance customer experience through data analysis. • Manage the new hire orientation process, assessing their understanding on campaign product and • requirements before placing them on call upon graduation. • Responsible for the professional development of the team which includes senior agents thru performance reviews, rewards and recognition. Create and implement activities that will support • the development of TSRs which is linked to their productivity. • Assists with identifying training needs and delivering appropriate training and coaching to staff thru real time call monitoring and live role play sessions. Show less