Alan Joseph Email & Phone Number

Bayan Lepas, Penang, Malaysia

• Process Analysis, Optimization & Standardization - Evaluate and analyze existing business processes to identify areas to enhance efficiency, reduce costs, and increase overall effectiveness.• Lean Six Sigma – Implement methodologies to drive efficiency, reduce waste, and enhance overall process performance in the workplace.• Project Management - Strategic project manager adept at leading cross-functional teams, ensuring project success through meticulous planning, efficient execution, and effective stakeholder communication.• Change Management & Technology Integration - Facilitate change management and collaborate with IT teams to implement technological solutions that align with process improvements.• Cross-Functional & Stakeholder Collaboration - Facilitate seamless collaboration through robust cross-functional and stakeholder engagement, fostering synergy to achieve collective goals and enhance project success.• Documentation and Knowledge Management: Maintain comprehensive documentation of business process changes, updates, and versions.Achievements•As the project manager for the Data and Reporting Transformation project, I spearheaded the initiative for the Sales team, collaborating with Sales Transformation Office, IT, and cross functional teams within Zebra to streamline over 1800 reports, reduce technology complexity, standardize data, and enhance user trust in our analytics capabilities.•Achieved a 40% certification rate for team members in Lean Six Sigma Yellow Belt, resulting in cost savings of $60,000.•As part of the process standardization project for the Global Commercial Services team, we reviewed and standardized 23 processes and 47 sub-processes to enhance efficiency and consistency.

Bayan Lepas, Penang, Malaysia

• Enhanced and streamlined workflows, processes, and procedures, driving overall operational efficiency and governance.• Implemented a Transactional Survey (CSAT) Framework and Workflow, ensuring a comprehensive approach to customer satisfaction measurement and analysis.• Led pivotal projects and spearheaded problem-solving initiatives, delivering substantial benefits to both the service team and customers.• Served as a dedicated liaison between Salesforce and the internal technology team, overseeing the management of defects, enhancements, and User Acceptance Testing (UAT).• Reviewed and managed supporting tools and systems, optimizing their functionality to align with organizational objectives.• Spearheaded end-to-end customer workflow projects in collaboration with key stakeholders, with a primary focus on enhancing operational efficiency.• Contributed to internal documentation efforts and organized internal repositories, ensuring accessibility and ease of information retrieval.Achievement•Redesigned the IVR system for the customer service team, significantly enhancing cross-regional support and streamlining customer navigation. This redesign improved the efficiency of directing customers to the appropriate support channels, resulting in a more seamless and user-friendly experience.•Redesigned the Transactional Survey (CSAT) Framework and Workflow to ensure accurate categorization of feedback, facilitating targeted responses. Collaborated closely with management to address identified issues and implement effective solutions, leading to enhanced customer satisfaction and improved service quality.•Oversaw and optimized supporting tools and systems, reducing customer talk time by one minute to enhance the overall customer experience.

Penang, Malaysia

•Ensures that organizational processes are efficient, effective and guarantees proper management of overall operations. •To meet with clients to assess their needs and plan for the necessary arrangements with the team.•Responsible for coordinating all event-related logistics and program operations support for outside event staff and work closely with the client operations team. •Overseeing all staffing needs and operations of the company events.•To work closely with venue provider on logistics and security arrangements.•To apply and secure all necessary event related entertainment permits by working closely with local government enforcement teams.

Penang, Malaysia

•Lead global standardization initiatives and drive operational excellence across diverse functions.Collaborate on dedicated and ad hoc projects with internal Dell cross-functional teams and external partners.•Facilitate global cross-functional interlock to implement Close Loop Corrective Action (CLCA) remediation effectively.•Partner with Operations teams to identify process and tool defects, leveraging cross-functional collaboration to implement corrective actions and enhance frameworks, tools, and processes.•Develop and implement a global consumer support delivery strategy, ensuring comprehensive global support readiness.•Establish a global governance model built on consistent performance metrics and success indicators.Identify and capture innovative practices across the network, working with project teams to optimize and scale these creative solutions.

Bayan Lepas, Penang

•Service Level & Spend – Program Manager•Oversee the day-to-day operations of the ANZ and SA regions to ensure smooth and efficient functioning.•Monitor real-time resource utilization to maintain service level targets for the ANZ and SA regions.•Manage capacity planning for ANZ and SADMG regional teams, ensuring adequate staffing levels to meet operational demands.•Develop and disseminate schedules for the operations team based on call volume patterns and arrival intervals.•Collaborate with regional teams to optimize service levels and enhance productivity.•Incorporate feedback from the operations team to refine and maintain service level and scheduling frameworks.•Conduct in-depth analysis and devise actionable plans to ensure key performance metrics are achieved.•Partner with senior management to plan and allocate budgets for each fiscal year.•Ensure all business expenditures are effectively managed within approved budget limits.•Analyze spending data to identify cost trends and address expense increases proactively.

Penang, Malaysia

•Responsible for overseeing daily operations to ensure alignment with established standards and procedures, driving achievement of key performance indicators (KPIs).•Analyze data from multiple sources to pinpoint areas for improvement and implement actions using structured methodologies and effective staff management practices.•Lead staff development efforts by focusing on team performance, providing continuous coaching, training sessions, triages, one-on-one meetings, and motivational initiatives to enhance agents’ effectiveness.•Proactively monitor call, chat, and email queues, taking timely actions to ensure optimal customer accessibility and maintain service level standards.•Oversee team compliance with schedule adherence, punctuality, and attendance, addressing any deviations with appropriate corrective measures.•Manage objective setting, mid-year reviews, and year-end appraisals to align team performance with organizational goals.•Ensure clear communication and effective change management processes are in place to support team engagement and alignment with organizational priorities.

•Lead and manage the Kuala Lumpur-based IT Reporting team, whose mission is to analyze client development requests, create reports, and establish parameters for scheduling, distribution, and access management.•Coordinate the team’s daily tasks related to development and parameterization in a structured and efficient manner.•Optimize the utilization of team competencies to meet time and budget commitments effectively.•Enhance team performance through targeted training, motivation, and engagement initiatives.•Oversee objective setting, regular performance reviews, and year-end appraisals to align team goals with organizational priorities.•Ensure clear communication and effective change management practices within the team.•Enforce adherence to standards and procedures across all team activities.•Manage task planning and allocation using standard planning tools to ensure smooth workflow.•Support the coordination and monitoring of On-Call and On-Site support operations.•Maintain a strong technical awareness of all IT Reporting systems to provide relevant guidance and oversight.•Support current and upcoming projects by addressing the needs and requirements of project teams.•Provide detailed status updates on the team’s current initiatives and future plans.•Uphold a high standard of work quality within the team, ensuring consistent and reliable outputs.•Define, monitor, and report monthly KPIs/KQIs to evaluate team performance and drive continuous improvement toward service excellence.•Take accountability for the quality and accuracy of all reports delivered by the team.

•Oversee daily operations, ensuring alignment with established standards and procedures to achieve key performance indicators (KPIs).•Manage client relationships by addressing expectations and ensuring satisfaction through regular communication, including daily and weekly updates on team progress and results.•Lead staff management activities, acting as the direct report for Team Leads and agents, providing guidance and support in all aspects of their roles.•Drive staff development by focusing on overall team performance, conducting continuous coaching, training sessions, triages, one-on-one meetings, and motivational activities to enhance effectiveness.•Analyze data from various sources to identify improvement opportunities and implement structured actions to address gaps.•Develop and execute action plans to improve employee engagement using the Gallup/Q12 methodology, fostering alignment with the company’s Statement of Direction and ensuring a highly engaged workforce.•Handle ad hoc projects as assigned by the Business Manager, ensuring timely and quality execution.•Lead initiatives to maintain the team’s qualifications for annual COPC re-certification, ensuring adherence to operational excellence standards.•Mentor and train current Team Leads to prepare them for future Team Manager roles, supporting the company’s vision of continuous career advancement and robust succession planning.

•Provide onsite technical support for retail clients, ensuring seamless operations.•Maintain network connectivity between the headquarters and client sites, including all LAN-connected computers and POS machines.•Diagnose and resolve hardware and software issues for computers and printers promptly.•Manage and process daily sales reports for customer transactions with accuracy.•Maintain and support IBM POS systems, including both software and hardware components.•Administer and manage the Lotus Notes server to ensure reliable communication and functionality.•Oversee the administration of the Windows 2000 (Win2K) server, ensuring optimal performance.•Offer technical support and troubleshooting for Microsoft applications, including the MS Office suite.

Bachelor Of Information Technology, Information Technology

Education record