Raj Kumar Email & Phone Number

Selangor, Malaysia

Astro Office, Bukit Jalil

• I fostered a strong, positive relationship between the company and our customers. My scope of work included:
• CX Design
• CX Strategy
• CX Management
• Cross-Functional Collaboration
• Continuous Improvement

Astro Office, Bangsar South

• 1. Manager, Digital Operations & Commercial Business Support (2019-2021)2. Manager, Non-Voice Operations (2016-2018)I played a pivotal role in managing the operational aspects, leading and developing the contact center.
• Operational Management
• Team Leadership and Development
• Customer Experience Management
• Strategic Planning and Implementation
• Stakeholder Engagement & Sourcing Management

Astro Office, Bangsar South

• I played a pivotal role in managing the operational aspects, leading and developing the contact center team, ensuring exceptional customer experiences, driving strategic initiatives, and continuously improving contact.
• Operational Management
• Team Leadership and Development
• Customer Experience Management
• Strategic Planning and Implementation
• Stakeholder Engagement

Taman Tun Dr Ismail

• Operations Manager, Contact Center Managing of Contact Center Team from Leading broadband company with over 58% market penetration
• Responsible for the operations of client contact centres outsourced to VADS Berhad
• Working closely with NOC to oversee network stability and perform diagnostic
• Reviewer of manpower scheduling to optimize manpower against forecast traffic and meeting service level
• Responsible for Cultural change and staff Engagement in Contact Center
• Reviewer of performance report and driving all initiatives to improve key areas of contact centre

Taman Tun Dr Ismail

• Management Trainee Program Key member to lead all improvements in the Contact Center
• Coordinate project teams.
• Manage stakeholder expectations to achieve set targets and goals.
• Conduct weekly analysis of project progress.
• Led two projects to enhance Customer Service Agent quality scores and implement process improvements aligned with COPC Standard practices.

Taman Tun Dr Ismail

• Supervise an 8-member team handling inbound calls, including inquiries and complaint escalations.
• Update daily volume, service level, and action plans to meet operational SLAs.
• Provide summaries of escalations received, distinguishing between resolved and unresolved cases at two intervals.
• Ensure adequate daily staffing levels through workforce planning and scheduling.

Plaza Vads

• Supervise a 16-member team handling inbound calls for technical support and complaint escalations.
• Maintain high call quality standards through coaching and performance improvement plans.
• Achieve highest contribution towards operational SLAs through effective call management, continuous learning, promotion of development, communication, collaboration, and staff engagement.
• Facilitate the promotion of 8 team members to support and escalation roles, such as second-level escalation, quality assurance, and training.

Plaza Vads

• Provide coaching to CSR Level 1 and Level 2 to enhance call quality as per company standards.
• Prepare and lead penalty audit reduction initiatives.
• Contribute to Six Sigma projects aimed at process improvement to minimize error rates during interaction updates.
• Developed call monitoring form for in-depth analysis, including root cause identification.
• Conduct analysis to drive improvements across the center.

Bachelor'S Degree, Information System, Second Class

Spm