Experience

• 

  Randstad Malaysia

  • Regional Customer Experience Manager

    • Dec 2016 - Present

• 

  Scicom (MSC) Bhd

  • Jalan P Ramlee

  • Specialist - Business & Process (6 month Contract)

    • May 2016 - Oct 2016
    • Jalan P Ramlee

    • Assist and support management in the evaluation, recommendation, establishment, implementation and analysis of new and improved production workflows and work processes defining the utilization of the primary pharmacy operating system • Coordinate cross-functional forums to lead documentation of the best business practices to improve user efficiency, customer service levels and overall quality • Assist business change management through new process document creation and updates to existing documentation, in support of organizational policies and procedures • Drive accuracy and consistency in approach to documentation aligning with quality business documentation standards • Identify issues in existing processes and procedures ensuring clarity and consistency in all levels of business documentation

• 

  Mudah.my Sdn Bhd

  • Mid Valley

  • Campaign Specilaist

    • Feb 2014 - Apr 2016
    • Mid Valley

    Campaign OptimizationEmail SupportSales

• 

  PayPal

  • Compliance Agent

    • Mar 2013 - Dec 2013

    Risk ManagementCompliance

• 

  ServiceSource

  • Senior Sales Support Coordinator

    • Jan 2010 - 2013

    Management RevenueQuote GeneratingEmail Support

• 

  Cisco - Vads

  • TTDI

  • Call Center Manager

    • Jan 2003 - Dec 2010
    • TTDI

    Started off as a call center agent,-Supporting U.S Users on technical troubleshooting-Email support from users.Promoted to Escalation support and promoted again as QA Specialist.-To step in on difficult cases on troubleshooting, refund of items and so on.-Call Monitoring & CoachingFrom QA Specialist to Call Center Manager- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.-Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.-Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.