- Managed strategic global accounts with technology infused contact centres in the APAC and META region (Middle East, Turkey and Africa)- Achieved a full sales cycle by bringing in a lead and finalizing the sale for CNX Malaysia’s first banking logo, a top global bank headquartered in London and New York. In the same year, grew the account 3x by winning a new country. - Account managed two of Concentrix’s top 30 accounts globally :(i) a super application, E-hailing company with customer experience operations across 4 Asian geographical locations (ii) A top three global anti-virus company. Currently in negotiation to expand the business in META, Europe and Latin America (Brazil and El Salvador)Meticulously tracking monthly revenue and strategically driving both Gross Margin (GM) and Operating Income (OI) across all 8 accounts.-Yearly revenue target of US$16m. Grew the biggest account 15% year on year-Managed contractual obligations across all accounts, ensuring compliance and optimizing terms for a cost efficient delivery.Managed a labyrinth of complex client stakeholders with both global and local country leadership Designed, built and ran a truly integrated, seamless customer journey enabled by Tech/Digital + AI -Led innovation strategies, powered by AI for a seamless customer experienceProject managed and drove new implementation of delivery project in Asean and META.

Manage family investments across the wide variety of asset classes globally.

- Drive innovation and process improvement projects with main objectives of cost savings, reducing resources and achieving efficiencies- Manage internal and key client projects to ensure completion of projects on time within budget and scope- Prepare reports for senior leadership and Board of Directors including financial health of the project

2006 - 2011 : Customer Service Director (Client : Prudential Asia Pacific based in Kuala Lumpur)The Prudential contact center services the insurance agents, sales force and front liners of Prudential APAC for 6 countries. (Malaysia, Singapore, Hong Kong, Indonesia, Australia and New Zealand )Responsible for 6 team leads and 75 insurance consultants across Asia Pacific, reporting directly to CEO Managed corporate clients as well as key stakeholders in the business such as banking, fund managers and medical institutions.- Develop and implement call center strategy, including monitoring daily adherence to service levels and key metrics with the objective of enhancing the customer experienceEscalation strategies to connect with insurance specialists in respective fields- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.- Instrumental in growing the customer account from 2 to 6 countries.

Client - NOKIA APAC- Responsible for 15 team leads and over 350 technical support agents including MIS, training, knowledge base and quality teams. Reporting directly to CEO.- Supported contact center for 9 countries based out of Kuala Lumpur with native speakers from the country of origin- Maintained and improved 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.- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends- Integrating contact center performance with country specific processes with service and repair centers. Review customer service strategies across touch points with specific country heads

- Pre-Sales Consultant for Oracle Financial Systems- System demonstration for customers and local partners

- Coordinate with process and technology owners to define technology requirements to support company process strategy and deployment.- Process design and development recommendations to standardize, improve, or redesign processes to meet business needs- Cost efficiencies and budget management related to process improvements - Clients include Shell, Boustead Group, Malakoff and Sime Darby