Experience

• 

  Sirius Support

  • Remote

  • Co-Founder & COO

    • Nov 2019 - Present
    • Remote

    Pushing the boundaries of Remote Work, and offering Customer/Technical Support As A Service via our unique tools and methodologies allows us to gain, as well as offer, great levels of improvement!We're remote first, always, and have been 100% Remote from before the pandemic. 25+ clients and growing globally!We've been successful due to our focus on Quality, great talent, and unparalleled flexibility within our offerings.We're growing, and looking to expand.Key highlights1) Grown revenue organically by 100% year on year.2) Improved operational efficiencies by 50% year on year3) Increased revenue with existing clients by 50% year on year.4) Kept attrition at below 10%.5) Profitable every year.

• 

  Iwama Aikido Malaysia

  • Kuala Lumpur, Malaysia

  • Chief Instructor

    • Jul 2018 - Present
    • Kuala Lumpur, Malaysia

    Teaching Iwama style Traditional Aikido to children and adults

• 

  Crossover for Work

  • Remote

  • VP of Customer Support

    • Aug 2018 - May 2020
    • Remote

    Leading initiatives and leading people to achieve greater results via improved customer and employee experiences.Leading the Knowledge & Training Teams for Central Support to provide support for 80+ products, creating over 600 training courses and 30000 Knowledge Articles in a space of 5 months. Reduced Cost by 500% for the Learning system.Leading the Brand team interacting with the Business Units and improved retention and activation by 10% each over a 3-month period.Leading the team for Multi-Language Support, Chatbot integration, and AI implementation for improved search and suggested solutions in Knowledgebase.P&L, Budgetting, Forecasting, and Scheduling.Customer Journey Mapping, Customer Experience Initiatives.

• 

  SG Global Support Services

  • Kuala Lumpur, Malaysia

  • Head of Regional Contact Centers

    • Aug 2017 - Aug 2018
    • Kuala Lumpur, Malaysia

    Strategy and Operations of Contact Centres in 9 Countries (Malaysia, Singapore, Thailand, Indonesia, Philippines, Hong Kong, India, Korea, Taiwan).Business Development with clients to discover and deliver on new business opportunities and enhance the business relationship.Process improvement and alignment across departments such as Marketing, Finance, Back Office Ops, and IT.Training and Development implementation and execution with the aim of improving retention, competence, career progression, and raising skill levels.

• 

  Ikea

  • Kuala Lumpur, Malaysia

  • Regional Senior Manager - Contact Centre

    • Nov 2015 - Aug 2017
    • Kuala Lumpur, Malaysia

    Lead, Develop and Manage the geographically separate contact centres for Malaysia, Singapore and Thailand, focusing on improving Customer Experience across multiple channels and providing actionable insights to the business.Plan for and implement E-Commerce activities across the 3 countries from a contact centre perspective with technology, people and process elements covered comprehensively through gap analysis and best practice industry standards.Strategise and Plan for revenue generation across three main verticals of New Customer Acquisition, Growth of Existing Customers, and Retention of Customers.Major responsibilities include budgeting, forecasting, analysis and insights, reporting, learning and development plans, recruitment strategy and plan, remuneration plan specific to the contact centres, strategic plan creation for a 3 year period and developing people.Developing relationship and ways of working and managing vendor partners such as Delivery and Installation providers.Regular Reporting Updates on Quarterly, Half-Yearly and Yearly basis to various senior level stakeholders, the Store-Boards and Board of Directors.

• 

  Pacnet Global

  • Kuala Lumpur, Malaysia

  • Program Director - Customer Operations Development

    • Jan 2014 - Dec 2014
    • Kuala Lumpur, Malaysia

    Developed Strategic plan for the development of Customer Operations including technical and non-technical staff across contact centres and network operations centres for the data centres.Managed and ran overall strategic projects designed to drive customer experience and loyalty.Created programs to drive 3 main areas – New Customer Acquisition, Retention, and Revenue Enablement via focusing on Cultural Change, Process improvements and System changes based on a Customer Centric approach.

• 

  PayPal Malaysia Services Sdn Bhd

  • Kuala Lumpur, Malaysia

  • Lead Program Manager - Customer Experience

    • Nov 2011 - Dec 2013
    • Kuala Lumpur, Malaysia

    Managed PayPal’s Operational Excellence infrastructure in MalaysiaTravelled and worked with regional teams in Shanghai, China.Managed operational based projectsIdentified opportunities for improvements in processes, workflows and customer experience/merchant experience..Worked closely with all business stakeholders across multiple functions to plan, implement and execute projects.Acted as the advocate for Voice of Customer and Voice of Business.Focused on maintaining and improving NPS metrics through implementation and localisation of Global, Regional and Operations specific initiatives.Analysed and identified trends and impacts from customer specific data via surveys and internal data.Created and executed recruitment plan for 120 FTE’s for new work process that was moved to the Malaysian site.Worked with and managed vendor performance (in Philippines and India) with regards to Customer Experience Initiatives and Performance.

• 

  CIMB

  • Kuala Lumpur, Malaysia

  • Preferred Contact Centre Manager

    • Jan 2011 - Nov 2011
    • Kuala Lumpur, Malaysia

    Managed a team of 1 assistant manager, 3 team leads and 20 agents to provide support and services for Cimb’s Preferred Customers to budget and KPI’s set by the bank.Implemented cost-saving and process improvement processes to streamline work activities.Participated actively in the Siebel implementation project, providing guidance, improvements and requirements.

• 

  Shell Superkad Services Sdn

  • Project Implementation Manager

    • Sep 2008 - Nov 2010

    Managed the Cards project stream of business within the Retail Class of Business for alignment of Sales Support, and Customer Support Centers.Aligned and Re-engineered Processes, Systems, and Organisational Headcount/Structure.Stakeholder management and engagement on local, regional, and global levels.Integration of project with other non-Cards work-streams involving different projects.Managed indirect reports across countries with different cultures and primary languages.Managed and led Customer Master Data Cleansing, and Data Quality Standards for SAP implementation for Malaysia Cards stream of business.

• 

  Netstar Advanced Systems Sdn. Bhd

  • Centre Manager

    • Jul 2007 - Aug 2008

    Managed Inbound & Outbound Command Centre & Customer Service Department.Reported Directly to CEO & COO as a Special Assistant.Created a vehicle recovery related Decision Process which directly resulted in net recovery of 23 high value vehicles with a market value of 2.3 million Ringgit.Negotiated as part of a team, improved terms for air-based recovery operations with helicopter provider.

• 

  Scicom MSC Bhd

  • Malaysia
  • Outsourcing and Offshoring Consulting
  • 700 & Above Employee

  • Assistant Manager Operations

    • Feb 2005 - Apr 2007

    Assistant manager operations for a major callcenter.Promoted from agent to Assistant Manager directly in space of 1.5 years. Skipped supervisory level.Lead team of 15-20 agents, conducted training for P&P's, products and new recruit hiring/training.

  • Technical Support Executive

    • Sep 2003 - Jan 2005

    2nd Level Technical Support & Escalations for Nokia & Nokia-related products.Assigned acting supervisor duty on several occasions.Created and contributed new solutions and technical help for in house knowledgebase.

• 

  Malaysia Airlines

  • Flight Steward

    • Oct 1997 - Dec 2000

    Flight steward certified in safety and customer service.1st in training. Worked as acting "leading" crew in charge of aircraft on several occasions. Received several letters of commendation from customers.