lead a team of Retention advisors towards service operations objectives including all service level agreements, quality targets, compliance targets, sales targets, staffing levels, efficiency and customer satisfaction/ experience

Managing Online Chat representatives to drive in sales and to provide the best customer experience for Malaysia, Singapore, Thailand, Hong Kong, Taiwan and Korea Market. To meet contact center financial objectives by estimating requirements, quality, and revenue. Accountable for achieving daily sales targets, operational quality targets and performance. Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer service standards

Managing outbound sales representative for one of the biggest telco in Malaysia and Singapore. Accountable for achieving daily sales targets, operational quality targets and performance. To review workflow and procedures to close service gaps, ensure productivity and accommodate new products and services.

- Lead, supervise and manage a team of Outbound and Inbound sales to meet the required performance and sales target under SingTel project*Provide the team with clear objectives for group and individual performance and support with regular and constructive feedback through quality audits and performance appraisals. - Review workflow and procedures to close service gaps, ensure productivity and accommodate new products and services. - Support the contact center in achieving its overall service levels (average speed of answer, abandoned calls, % calls answered within service level, among others) for the SingTel Inbound team.

- Started as Telesales representative for Singtel project.- Promoted to Senior Telesales in 1 year. - Achieving rewards and recognition for sales and quality.

- Selling life & PA insurance- Monthly best agent recognition- Best quality agent

- D2D- TOP monthly agent

- D2D- Supervise 15 agent to achieve daily. monthly target