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• Product ImprovementKey Achievements:• CRM system migration involves transferring data, configuring new workflows, and adapting to use the new system effectively from June 2023 to January 2024.• My Astro & Astro Go app adoption (01/2023 - 06/2023)• Increase digital Id sign-up rate (01/2023 - 12/2023)• Free box swap campaign (04/2023 - Present)• Customer contact rate (06/2023 - Present)• New customer online sign-up & onboarding journey (06/2022 - 12/2022)• Implemented bilingual language (Bahasa Malaysia & English) on the Astro support page, resulting in increased user engagement (July 2022).

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 team, ensuring exceptional customer experiences, driving strategic initiatives, and continuously improving contact center performance to align with organizational goals and deliver business value. My scope of work included:• Operational Management• Team Leadership and Development• Customer Experience Management• Strategic Planning and Implementation• Stakeholder Engagement & Sourcing Management• Compliance and Risk Management• Continuous ImprovementKey Achievements:• WhatsApp development (12/2020 - 12/2021)• Implemented the "L1 Save Programme" for business customers• Executed a plan to mitigate financial risks, resulting in a significant reduction in revenue loss• Transformation of legacy email and social media to IPCC based solution (07/2018 - 12/2020)• MMS service automation for account reconnection (09/2019)• Email & social media SLA Improvements (01/2019 - 12/2019)• Cross-functional training (03/2017)• Gamification KPI implementation (01/2016)

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 center performance to align with organizational goals and deliver business value. My scope of work included:• Operational Management• Team Leadership and Development• Customer Experience Management• Strategic Planning and Implementation• Stakeholder Engagement• Compliance and Risk Management• Continuous ImprovementKey Achievements:• Partnered with the field services team to reduce calls to the contact centre (2015)• Initiated PDPA/PCIDSS house rules and awareness campaign (2014)• Gamification KPI implementation (01/2016)

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• Learnt the knowledge of COPC during the project.• Using sig sigma methods to run a project planning and executing.

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.

• 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.

• 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.

• 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.