Mohammad Arshad
Kajang
Summary
Innovative and results-oriented Regional Operations Manager with over 10 years of experience optimizing logistics, operations, and customer support across regional and global markets. Proven ability to lead large-scale initiatives, implement process improvements, and enhance rider and customer satisfaction in fast-paced environments. Expertise in shrinkage reduction, automation, and KPI-driven operational strategies, focusing on cost efficiency and service excellence. Successfully improved operational efficiency by 35% through strategic automation and process optimization initiatives.
Overview
15
15
years of professional experience
9
9
years of post-secondary education
4
4
Certifications
1
1
Language
Work History
Regional Operations Manager (APAC)
Foodpanda
2 2021 - Current
- Oversee rider support and contact center operations across multiple APAC markets, ensuring seamless collaboration and customer satisfaction
- Implemented automation strategies that reduced manual interventions by 15%, boosting operational efficiency and service quality
- Spearheaded shrinkage reduction initiatives, achieving a 5% decrease in losses, leading to cost savings
- Directed cross-functional teams to centralize the rider supply team, resulting in a 36% increase in rider hiring while reducing the cost per hire by 50%
- Centralized and simplified the Hong Kong rider finance process, reducing incidents by 74% and saving 35 HKD per month
Interim Operations Manager - Dispatching (Regional)
Foodpanda
06.2020 - Current
- Managed regional dispatching and rider services, focusing on optimizing processes and aligning operations with company objectives
- Streamlined workflows and reduced dispatch delays, improving rider productivity and customer experience
Senior Team Leader cum Project Manager - Dispatching (Regional)
Foodpanda
01.2019 - 06.2020
- Led regional dispatching projects, identifying inefficiencies in manual touchpoints and introducing automation tools
- Enhanced rider support systems, contributing to a 40% improvement in service response times and satisfaction scores
Team Leader
Sudong (Singtel Group)
06.2012 - 04.2016
- Led a team of 50+ to meet KPIs and customer service standards, achieving 'Best Team Leader' for two consecutive quarters
- Introduced automated systems for scheduling and performance tracking, improving efficiency by 15%
- Completed a Six Sigma Yellow Belt project, reducing shrinkage by over 5% across operations
Social Media Executive
Maxis
01.2010 - 06.2012
- Promoted to Customer Relations Unit (CRU) Executive in August 2011, overseeing customer complaints across multiple channels, including email, social media, online forums, feedback forms, and government bodies like SKMM
- Managed end-to-end resolution of customer complaints by collaborating with cross-functional teams, securing necessary approvals, and resolving complex issues efficiently
- Appointed as Social Media Ambassador in April 2011, pioneering new methods for complaint resolution on platforms like Facebook, Twitter, and online forums
- Improved service delivery and response times within SLA parameters
- Mentored and trained new ambassadors, enhancing their ability to handle customer interactions effectively across social platforms
- Initially joined as an Inbound Consultant and was promoted to the Sales Committee within 10 months, contributing to transforming customer service into a revenue-generating opportunity through enhanced sales initiatives within the call center
- Improved customer satisfaction by designing innovative strategies for faster complaint resolution
- Successfully managed high-profile cases involving SKMM, Tribunal, and Consumer Rights disputes, securing positive outcomes for customers and the company
- Led team performance improvements by analyzing reports, creating new processes, and monitoring departmental KPIs
Education
Smk La Salle Pj - Economics
Smk La Salle Pj
Petaling Jaya, 10 01.2003 - 01.2012
Skills
Regional Operations Management (APAC)
Certification
Certified Six Sigma Yellow Belt
Awardsrecognition
- Best Team Leader, Sudong (Singtel Group) – Two Consecutive Quarters
- Excellence in Rider Service, Foodpanda – For Innovation and Efficiency
- Best Cohort Leader (Rider Service -Planning & Execution)
Timeline
Interim Operations Manager - Dispatching (Regional)
Foodpanda
06.2020 - Current
Senior Team Leader cum Project Manager - Dispatching (Regional)
Foodpanda
01.2019 - 06.2020
Team Leader
Sudong (Singtel Group)
06.2012 - 04.2016
Social Media Executive
Maxis
01.2010 - 06.2012
Smk La Salle Pj - Economics
Smk La Salle Pj
01.2003 - 01.2012
Certified Six Sigma Yellow Belt
EQ Certification
Learning Secure Payments and PCI
Top 10 Rules for Highly Effective Leadership
Regional Operations Manager (APAC)
Foodpanda
2 2021 - Current
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