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

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.

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.

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.

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.

• 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.

• 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.

• 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.

Bachelor Of Information Technology, Information Technology

Education record