- Researched and developed new operation Centers in Philippines and Morocco.- Initiated and oversee the expansion of the new Philippines office. Build and grow the team to 25 teammates within 6 months to meet operational needs.- Leading 3 Customer Service teams consisting of 50 individuals while mentoring their respective (3) Junior leaders.- Persuaded senior management to adopt Zendesk AnswerBot and collaborated with various departments for system integration of AnswerBot. Project… Show more - Researched and developed new operation Centers in Philippines and Morocco.- Initiated and oversee the expansion of the new Philippines office. Build and grow the team to 25 teammates within 6 months to meet operational needs.- Leading 3 Customer Service teams consisting of 50 individuals while mentoring their respective (3) Junior leaders.- Persuaded senior management to adopt Zendesk AnswerBot and collaborated with various departments for system integration of AnswerBot. Project achieved 10% improvement in CSAT and a 15% reduced in incoming volumes within 2 months.Hytech is the group company for Duotech. Show less

- Lead and expanded the Customer Service/Trade Support team from 12 to 27 in 4 months across 3 locations to meet new language requirements.- Initiated and led the change management process for a new KPI/OKR standard and quality assurance assessment (QA) matrix to improve customer experience (CX). Project improved CSAT by 10% and reduced customer waiting time by 25%.- Led institutional account opening/White Label project: Setup operations workflow, created process manual/Sales brochures… Show more - Lead and expanded the Customer Service/Trade Support team from 12 to 27 in 4 months across 3 locations to meet new language requirements.- Initiated and led the change management process for a new KPI/OKR standard and quality assurance assessment (QA) matrix to improve customer experience (CX). Project improved CSAT by 10% and reduced customer waiting time by 25%.- Led institutional account opening/White Label project: Setup operations workflow, created process manual/Sales brochures and coordinate with the various marketing teams for localisation.Duotech is a fintech company. Headquartered in Sydney with subsidiaries based in 16 countries. Top 5 of trading volume in the world. Show less