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)
Logistics and Supply Chain Optimization
Contact Center and Rider Support Leadership
Process Automation and Continuous Improvement
Shrinkage Management and Risk Mitigation
Data Analysis and KPI Tracking (GMV, SLA, Efficiency)
Team Leadership and Talent Development
Strategic Planning and Cross-Functional Collaboration
Customer Experience Expertise
Business Understanding in B2B, C2C, C2B & D2C Models
Report writing experience
Operational efficiency
Standard operating procedures
Excellent interpersonal skills
Strategic planning
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
Regional Operations Manager (APAC)
Foodpanda
2 2021 - Current