• Drive and coordinate Continues Improvement (CI) with various Support Towers.• Optimize KL center operational process and procedure to compliance for ISO2000 and ISO9000.• To standardize methodology of measuring & reporting for operations performance management.• Monthly review center P&L with finance to identify any opportunity of cost saving.• Review Billing file on ensuring proper charges are in place and avoid financial leakage. • Review Center Call Quality performance on a monthly basis and roll out Corrective Action Plan (CAP).• Drive 3-2-1 (Shift Left) on first call resolutions in Service Desk to improve customer experience.• Enhances the current Quality Monitoring evaluation methodology, including forms, calibration, and feedback process. • Monitors projects and outstanding issues to prepare for, react to or educate the Service Desk group to communicate organizational issues timely and support major company initiatives. • Review Call Center process and make amendment based on current state and technology.• Performs statistical analysis of data to identify trends and opportunities for process re-engineering and modifies IT service desk processes to improve service and quality. • Monitor issue trends and anticipate potential problems for proactive resolution.• Collaborate with Senior Management peers to set goals and objectives for Service Desk staff, SME, Team Leaders and Operation Managers (Performance Appraisal).Accomplishments: Senior Operations Manager• Reduced operations cost in terms of Labor Costing terms of managing underutilized resources. • Minimized Center Lateness by 61% through enforcing of HR policy and working closely with 3rd party Resourcing vendors (Subcontractor) in a span of 7 months.• Leveraged staff to support minimum 2 accounts at center level.• Establish reward and recognition program for top performers and special contributes.• Received several commendations from Clients on Voice of Customer (VOC).

• Conduct 1:1 Coaching with team.• Ensure SLA met (Key and Critical).• Drive First Call Resolution (FCR).• Drive Quality Assurance (QA) Consistency.• Reviewed and monitor actions from Root Cause Analysis reports on SLA failures to ensure non-repeat and corrective action plan (CAP) in place.• Initiate monthly service reviews with accounts team to review SLA’s, contact volumes, and projects impacting Service Desk.• Ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service.• Recruit, train and support help desk representatives.• Generate daily, weekly and monthly reports on help desk team’s productivity and performance.• Contribute to improving customer support by actively responding to queries and handling complaints• Managed ACCO, Beckman Coulter, Chrysler, Dupont, eBay, Estee Lauder, Freescale, Motorola, Maple Leaf & PayPal Level 1 Support.Accomplishments:• Developed ‘Project into Support’ process and documentation with Projects team.• Reduced operating cost by leveraging resources.• Successfully Leverage the Internal Desk from Regional to Global Desk which assistance in cost reduction.• Spearheaded the implementation of the duty team lead (DTL) role which has consequently enabled the full utilization of idle staffs within the center to assist accounts with reduced FTE during intervals which experienced call spikes.• Minimized lateness of the team within an acceptable 5%.• Initiated contact reduction initiatives via promotion of self-help tools, 3-2-1 Project to move work from resolver teams to Service Desk and ultimately self-help tools.• Transitioned existing accounts from other CSC operating centers to into the KL Service Desk (Malaysia) as part of cost reduction initiatives.

• Staff training (Technical and Customer Service).• Implementing management policies and directives.• Trained the team based on audit reports to ensure that errors are not repeated.• Ensuring Quality of Service (QOS) targets are met. • Managing team roster in terms of adherence and absenteeism.• Performing weekly QOS analysis based on results and action plan to improve.• Weekly Top Issues based on call volume with resolutions and shared to the team.• Ensuring KPI is met (AHT, Wrap Up, Idle time).• Perform agent 1:1 (Managing conflicts, performance and career opportunity).• Perform call monitoring and coaching.• Ensuring calls are answered within the Service Level target for ASA and ABD.• Handled escalation calls of resources requiring supervisory intervention.• Facilitated problem solving and collaboration. Encouraged creativity and constant improvement.• Continuous interaction with clients to ensure client specifications are met. • Step in for Ops Manager when he is away due to business requirement. Accomplishment:• Successfully transitioned Motorola\Freescale Level 1 Desk from Montreal to KL• Transition Escalation and Notification (E&N) project to KL.• Part of the separation project for Motorola (Solutions and Mobility).• Was part of the Freescale\Motorola e-mail migration.• Managed scheduling for the team with positive impact to Service Level.

• Handled complex administrative issues.• Staff training (Technical and Customer Service).• Implementing management policies and directives.• Training the team based on the audit reports to ensure that the errors are not repeated and the team meets the SLA.• Ensuring Quality of Service is within target.• Managing team roster in terms of adherence and absenteeism.• Performing weekly QOS analysis based on results and action plan to improve.• Weekly Top Issues based on call volume with resolutions and shared to the team.• Ensuring KPI is met (AHT, Wrap Up, Idle time, call back calendar etc.).• Updating of results and metrics to Client (Microsoft).• Perform agent 1:1 (Managing conflicts, performance and career opportunity).• Perform call monitoring and coaching.• Ensuring 70 percent of calls picked up daily are within 60 second to hit Service Level.• Handle escalation calls of resources requiring supervisory intervention and logging into MSRM system for tracking.• Facilitate problem solving and collaboration. Encourage creativity and constant improvement.• Continuous interaction with the client to ensure client specification adherence.Accomplishment• Effectively handled a team of 15 members for Level 2 Technical Support with Gallup score @ 4.24 of 5.• Reduced absenteeism rate of the team (Target - <5%).• Brought up team QOS >72 % (Target – 70%>).• Brought down overall MPI for the team (Target < 45 minutes per incident- based on complexity of issue).• Project owner for recently launched Operating System (Windows 7).• Performed DMAIC for MPI (Six Sigma Approach) for overall department.• IDP rolled out for several team mates to move up into desired role (QA, RTA, Technical Leads and Team Lead).• Ensured that team was aligned with company’s point of direction towards success.

• Handle technical escalation.• Mentoring other support professionals in terms of technical and customer service.• Provide technical training.• Monitor and action aged\idle cases to ensure customer satisfaction.• Perform monitoring on calls (Remote, Side by side, Case Notes).• Perform case scrub on unresolved cases with detailed resolution and action plan. • Work on action plan based on customer’s feedback on agents to ensure QOS is met• Escalating possible Bug to Microsoft Development Team (RFX).• Analyze and provide resolution for common issue and monitor cases being created.• Assist Team Leader / Team Manager to perform ad-hoc tasks.Accomplishment:• Ensured that team idle cases are <5%.• Performed training for new hires.• Reduced escalation rate overall.• Reduced aged and idle cases for the team and overall department.• Enable junior staff able to understand how to trouble shooting method and enable to understand process.• Handle Escalation cases and resolve more than 90% cases and reduced Dissatisfied rate.• Documented reading material such as cases studies and real-life cases and test paper for training.

• Provide 2nd level technical support and problem handling for Microsoft consumers and business owner.• Interact with customers to provide resolution resolve complaints.• responsible for ensuring that that customers receive an adequate level of service or help with their problem and concerns.• Have achieved the CSAT result from Mac 2007 to June 2008.• Provide support to other team member with difficult cases and help provide solution. • Part of the Windows Live OneCare Antivirus pilot project. • To refer customers to online knowledge database to obtain information regarding problems encountered.• Problem solving and resolution for problems and faults experienced by customers of Microsoft ANZ.• To provide support for virus detection and removal over the phone for customers in the Australia and New Zealand regions.• To maintain a professional approach to calls at all times and consistently deliver quality customer response management.• Experience in handling complex Operating System and application problem such as registry corruption or boot issues for Windows 2000, XP, Vista and Windows 7.Accomplishment• Achieved the deployed productivity measurement consistently.• Reached number of inbound calls consistently) (Measurement >10 calls per day).• Average Call handle time: within 20 minutes (Average 30 minutes).• Cases closed: Over 10 cases daily (minimum closure 10 cases).• Customer Satisfactory survey (CSAT) above 80%.• Dissatisfied Customer survey has been below 10%.• Increased Service level above 80%.

• Providing first level Customer service and problem handling for HP Cooperate Customer (Agilent).• Interact with customers to provide information in response to inquiries about products or services and to handle and resolve complaints.• responsible for ensuring that that customers receive an adequate level of service or help with their questions and concerns.• Reset password for Oracle, Windows NT Login, Siebel etc.• Troubleshoot applications such as Microsoft Office, Outlook, IE, Oracle, Siebel, Java etc.• Log and dispatch ticket to onsite engineers for faulty hardware issues replacement.

• Providing first level Customer service and technical support for Point of Sales Devices (POS).• Support router configuration (Sonic Wall).• Provide onsite support for Metrojaya Malaysia POS System and server failure.• Monitor POS link from Head Office to stores to ensure connection is stable and consistent.

• Provide support for merchants (retailers).• Monitor Electronic Data Capture (EDC) terminals to ensure successful sales.• Liaise with other banking partners to activate and program EDC terminals.• Troubleshoot with merchants when EDC terminal is down and having problems.