• Manage and mentor customer service team, fostering a collaborative and customer-centric environment while supervising day-to-day operations.• Oversee customer service operations across multiple markets, ensuring consistency and adherence to service level agreements (SLAs).• Implement and optimize processes to improve overall efficiency and effectiveness of customer service delivery.• Leverage data analytics to drive decision-making and monitor key performance indicators (KPIs) across all markets and the team.• Conduct root cause analysis to identify and address operational challenges.• Drive the implementation and optimization of customer service tools to ensure standardization and efficiency.• Collaborate with local and regional teams to adapt processes based on regional requirements while balancing market-specific challenges.• Address client feedback or complaints promptly to enhance customer satisfaction.• Lead in interviewing and shortlisting candidates for hiring, including training and grooming new hires to be fully functional and support the team.• Possess a proven track record with strong analytical skills to identify areas of improvement and implement workarounds to assure business continuity.• Excel in problem-solving and effective communication, working well within a team.

• Completed the start-up setup of contact centers in Sri Lanka for the company and its subsidiary within 2 months each.• Executed new business opportunities with clinics, pharmacies, and nursing homes to generate revenue.• Developed product knowledge, process flows, and SOPs, eliminating redundant workflows across departments.• Introduced telemarketing and payment recovery initiatives to boost sales.• Ensured seamless performance of department KPIs, sales targets, stock orders, and stock return collections.• Improved business processes in the online/digital sales department, increasing revenue by handling live chats and emails.• Implemented IP-based telephony systems, replacing analogue phones.• Achieved 50% cost savings by introducing cheaper call tariffs.• Planned and executed contact center FY20 KPI targets, sales forecasts, manpower sourcing, and training development during the resignation period.• Submitted daily, weekly, and monthly reports on overall operations progress, plans, and executions.• Maintained documentation filings according to regulations, ensuring availability for review when required.

• Reviewed and strengthened departmental SOPs, simplified process flows, and refined call center dashboard formula calculations.• Suggested and implemented a predictive dialer system to increase outbound call center productivity.• Enhanced processes and workflows for back-end CRM operations.• Standardized CRM and call center scripts for calls, letter writing, Facebook interactions, and reporting.• Improved product knowledge and customer service handling skills for CRM and call center teams.• Supported the implementation and successful rollout of three new business unit expansions within the company.• Managed day-to-day floor operations, including:a. Monitoring the P&L of the call center, proposing annual cost savings of RM93,600 starting in 2018.b. Planning and executing lead generation calls in the contact center to meet monthly marketing NR targets.c. Preparing and settling NCCC/Tribunal cases.d. Conducting monthly call analysis and forecast planning.e. Preparing daily, weekly, and monthly department reports.f. Developing CTQ action plans.g. Conducting interview sessions for new recruitment.

• Oversee entire department operations.• Manage the Voice of Customer (VoC) project for both MY & SG teams: a. Gather feedback from customers through voice and non- voice channels for company growth and improvement.b. Report weekly, monthly, and yearly to the Managing Director, Division Heads, and Department Head on customer feedback.• Ensure department meets regional KPIs related to Abandon Ratio, Service Level (SLA), Net Promoter Score (NPS), and First Contact Resolution (FCR):a. Provide performance updates in weekly, monthly, and yearly meetings with the Managing Director, Division Heads, and Department Head.• Handle day-to-day floor operations.• Assist agents with escalations, particularly with demanding customers.• Resolve customer issues tactfully, ensuring satisfaction without company losses.• Demonstrate strong negotiation and persuasion skills with customers.• Assist with answering calls during manpower shortages.• Lead learning and development, training new and existing employees in customer handling skills, soft skills, and business writing.

• Handling calls from Malaysia (BM, Eng.), Singapore, Australia, and the U.K. for the Air Asia Project.• Skilled in effectively communicating with customers and addressing their inquiries.• Consistently achieved or exceeded monthly booking targets.• Proficient in live chat support.• Experienced in managing call queues and callbacks.• Attended Mataa fair in 2009 for 3 days.• Known for being friendly and supportive to colleagues on the floor.• Mentored interns to develop their customer handling skills during calls.

• Started as a student and training staff in September 2005, graduated in June 2006.• Assisted anaesthetists throughout surgeries in the operating theatre.• Recognized for excellent skills and professionalism by anaesthetists.• Frequently requested to assist anaesthetists beyond regular shifts due to proficiency.