Mohd Asmadi Email & Phone Number

For the past decade, I've thrived in the dynamic world of contact center operations, leveraging my skills to optimize agent performance, ensure service excellence, and drive data-driven improvements. I possess a proven track record of success, demonstrated by numerous achievements and accolades, including:Monitored queues and agent performance across all channels (calls, chat, email) to ensure adherence to schedule, service level agreements (SLAs), and key performance indicators (KPIs). Collaborated with Operations teams to proactively identify deviations and manage schedule adherence, resulting in consistent service level delivery.Generated interval-level and daily reports using complex formulas and macros to extract data insights and deliver actionable recommendations for process improvement. My data-driven approach led to tangible efficiency gains and cost savings.Conducted in-depth data analysis from diverse sources, uncovering significant trends and performing meticulous gap analysis to identify areas for improvement. Produced and delivered compelling reports and dashboards for KPIs, designed specifically for leadership and teams. My ability to translate complex data into easily digestible presentations fostered collaboration and alignment across all levels.Conducted ad hoc data analysis to support various business initiatives and addressed reporting/data-related questions from the team, ensuring consistent clarity and informed decision-making.Engaging presentations: Prepared weekly and monthly presentation decks through PowerPoint, effectively illustrating data to diverse audiences with engaging storytelling and clear visuals. My presentations facilitated informed decision-making and instilled ownership among stakeholders.Team Leadership: Successfully led the OPS Support Team Building initiative in 2012, organizing multiple projects to cultivate communication skills and collaboration. This resulted in a heightened team spirit, increased membership, and enhanced overall performance.Best OAC Specialist Award (Q2 2014): Recognition for outstanding performance and exceeding targets.Health Awards 2011 (Perfect Attendance): Demonstrated dedication and commitment to the team.Successful Team Building Initiative (2012): Fostered teamwork, communication, and employee engagement.I am a highly motivated and results-oriented professional with a passion for driving operational excellence through data-driven insights and effective communication. I am confident that my skills and experience will significantly contribute to your team's success.

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  Universiti Kebangsaan Malaysia

  Information Technology