Ashraf Ismail Email & Phone Number

Cyberjaya, Selangor, Malaysia

Kuala Lumpur, Malaysia

8 years of total experience in contact centers/shared services, including 6 years in a managerial role.Oversee the performance of a specialized ‘LEVEL 2’ outbound team that manages partner accounts across 10 APAC markets (Malaysia, Singapore, Hong Kong, Taiwan, the Philippines, Thailand, Pakistan, Myanmar, Laos, and Cambodia).The team’s primary focus areas are FINANCE, ACCOUNT MANAGEMENT, and BUSINESS OPERATIONS.Experienced in leading a workforce of approximately 180 FTEs, with 10 direct reports.Key Roles and Responsibilities (including but not limited to):• Manage end-to-end workforce processes (from hiring to onboarding), aligning with monthly capacity planning and best estimates.• Foster employees’ knowledge and growth (quality, training, and development) by collaborating with the training team to create user-friendly and relevant materials.• Collaborate in planning initiatives to ensure a positive overall partner satisfaction rate across APAC based on VSAT and VNPS scores.

Kuala Lumpur, Malaysia

• Oversee team’s overall performance to maintain and enhance partner relationships.• Ensuring team members provide exceptional service, address partner inquiries, and meet their needs according to the SOP. • Responsible of setting performance targets, conducting team meetings, and collaborating with other departments to optimize partner satisfaction.• Sharing best practices of the products or services offered and strategize for long-term partner success.• Analyze partner feedback to identify areas for improvement, implement training programs for service representatives, and collaborate with other departments to enhance overall operational efficiency.• Responsible for intraday, weekly and monthly performance report send out.

Kuala Lumpur, Malaysia

• Handles customer inquiries, resolving issues and/or any other activities via chat/call/email in a timely and effective manner.

Shah Alam

• Overseeing and coordinating on-site operations which includes managing security protocols and ensuring the functionality of systems.• Address technical issues, supervise security personnel, and maintain a secure and efficient work environment.• Responsible for budget management, compliance with industry standards, and liaising with clients to understand and fulfill their security needs.

Commercial Pilot'S Licence And Instrument Rating (Cpl/Ir) With Frozen Atpl, Aeronautics/Aviation/Aerospace Science And Technology, General

Holder of a valid DCAM Commercial Pilot's Licence and Instrument Rating (CPL/IR) with Frozen Airline Transport Pilot's Licence

Commercial Pilot'S Licence And Instrument Rating (Cpl/Ir), Aeronautics/Aviation/Aerospace Science And Technology, General

Electrical And Electronics Engineering