ABDUL MUHAIMIN BIN ALIAS
Senior Manager International Account Management
Petaling Jaya
Summary
Forward-thinking Senior Manager adept at managing teams of more than 500 employees with 5 direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams.
Versatile Senior Manager specializing in Operations & Account Management and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
12
12
years of professional experience
Work History
Senior Manager, International Account Management
Concentrix
01.2022 - Current
- Oversaw partner relationships, enabling footprint expansion into new markets
- POC for Global Communication for Change, Projects, IT incidents (E.g outages, tools), Service Delivery Escalations, Compliance Incidents
- POC for Site Communication for Performance Management, Service Delivery Escalations (site specific), LOB insights, Staffing
- POC for Global Governance and Reporting for Business Review, Performance Management Documentation, Workbook & Hygiene Report
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Manage client in SEA, EMK & PAC Market
- Serviced accounts on regular basis to propose new services and maximize revenue
- Identified and analyzed key competitors and related services
- Achieved sales goals and service targets by cultivating and securing new customer relationships
- Managed book of business to maintain positive relationships and make effective financial or client-related decisions
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers
- Implemented and developed operational standards, policies and procedures.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
Senior Manager, APAC Account Management
Concentrix
01.2021 - 01.2022
- Oversee portfolio of assigned client
- Manage 4 top client across ASEAN
- Manage ASEAN region (MY, SG, ID, PH, TH, VN, JPN, KOREA, HK)
- Seeking & winning new opportunities within account, including but not limited to new lines of business, different markets and different service offerings
- Build direct relationship with internal and external stakeholders, leverage relationship and understanding of accounts to further create and maximize revenue opportunities
- Working closely with internal stakeholder as team for client service delivery & customer satisfaction index, escalation and other activities that related to assign account
- Validate client billing file, invoice and payment collection responsibility
- Prepare annual & quarterly strategic plan with execution & timeline
- Participate in weekly, monthly & quarter business review with client & operation
- Working with internal and external stakeholder on project improvement initiatives on assign account to create value to client
Regional Head of Customer Service, Director
Pomelo Fashion PTE LTD
07.2020 - 01.2021
- Providing strong leadership to regional Customer Service team and build cohesive teamwork for further scalability
- Continuously review and strategize Customer Service scope and framework to inject process sophistication's & improvements
- Managing 5 Countries (MY,SG,ID,TH & GL)
- Drive standardization & alignment of Customer Service across all countries in terms of practices, SOP, KPI, etc
- Manage scheduling & daily reporting (SLA & Backlog)
- Plan and lead projects to improve customer experience level and efficiencies
- Continuously evaluate systems for managing communication channels with customers to ensure best performance, traceability & cost
- Lead transformation of team towards comprehensive CRM system from phase of requirements gathering till implementation
- Collaborate closely with Customer Experience team to consolidate VoC and identify major projects with high impact
- Constantly analyze customer interactions to derive trend and set priorities to address key issues with relevant stakeholders
- Manage various stakeholders' expectations and influential to drive projects in meeting its objective, time-line and cost
- Conducted regular performance reviews, setting clear expectations and supporting employee development initiatives.
- Key Project: Freshwork System Migration, Customer Service New KPI Framework, MYDFC Planning
BPO Management Manager / Customer Service Manager
Shopee Malaysia SDN BHD
01.2019 - 06.2020
- Managing BPO on invoicing & recruitment
- Managing CS Singapore daily Operations
- Managing L1 Inbound, Email & Livechat Team
- Managing L2 Escalation team, Supervisor, QA & Trainer
- Managed scheduling & daily reporting (SLA & Backlog)
- Monitoring team performance (KPI & Productivity)
- Managed agent tidiness & performance
- Managed and motivated employees to be productive and engaged in work.
- Resources management planning
- Managed quarterly & yearly budget
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Controlled costs to keep business operating within budget and increase profits.
- Planning on hiring, training, Product Updates, Process and knowledge base
- Involved in Project relate to CS Singapore
- PIC for CSSG Project
- Key Project: Chatbot, Vocalcom (System Migration), CS SG BPO Onboarding
Manager of Operation Management Center (Workforce Management Analyst)
Digi Telecommunications SDN BHD
03.2016 - 01.2019
- Reporting / CSAT - Provide hourly report actual vs
- Forecast Service Level, Call Volume & AHT [accumulative & hourly interval] via email - Provide analysis on call arrivals vs
- HC vs
- AHT [pulse report] via email - Provide end of day report for Service Level, Call Volume, AHT, NPS and pulse data for actual vs
- Forecast via email - Monitor & Provide CSAT improvement
- Real Time Management/Service Level Management - Monitor agents' real time activities - buzzing - Overflow calls to dedicated ready agents
- Managing Staff & BPO & KPI - Manage on Agent Tidiness Issue / Performance - Manage 7 BPO to check and update on agent performance issue - Structure KPI Measurement for staff
- Scheduling / Roaster Management & Shrinkage - Give an input on manning vs
- Call volume - Give input on headcount segregation before shift published
- Key Project: Involve in IPCC Project, Call Consult For Contact Center Supervisor
Technical Support Team Leader
Digi Telecommunications SDN BHD
07.2014 - 03.2016
- Managing Technical support team in terms of headcount planning and monitor agent performance
- Handle manager call back, case segregation and ensure no backlog for team
Customer Service Collection Supervisor
Digi Telecommunications SDN BHD
08.2013 - 07.2014
- Handle billing, account enquiry and payment related
- Person in Charge for Collection Team
- Manage New Hire Staff
High Usage Monitoring
Digi Telecommunications SDN BHD
11.2012 - 08.2013
- Handle Prepaid Verification for PDPA Process
- Monitoring Bill Shock Trigger
Education
Diploma - Sport Science Management
University Technology Mara
Arau, PerlisBachelor's - Sport Science & Management
University Technology Mara
Shah Alam, SelangorSkills
Multitasking Abilities
Vendor Performance Management
Program management
Resource allocation
Operations planning
Data analytics
Strategic planning
Operations management
Additional Information
A seasoned Customer Experience Professional with over 10 years of expertise across the telecommunications, e-commerce, travel, and BPO sectors. Proven track record in overseeing operations, vendor management, and client account relations. Specializes in designing and implementing cutting-edge technologies, tools, and solutions to enhance customer experience, drive operational efficiency, and optimize cost-effectiveness
Timeline
Senior Manager, International Account Management
Concentrix
01.2022 - Current
Senior Manager, APAC Account Management
Concentrix
01.2021 - 01.2022
Regional Head of Customer Service, Director
Pomelo Fashion PTE LTD
07.2020 - 01.2021
BPO Management Manager / Customer Service Manager
Shopee Malaysia SDN BHD
01.2019 - 06.2020
Manager of Operation Management Center (Workforce Management Analyst)
Digi Telecommunications SDN BHD
03.2016 - 01.2019
Technical Support Team Leader
Digi Telecommunications SDN BHD
07.2014 - 03.2016
Customer Service Collection Supervisor
Digi Telecommunications SDN BHD
08.2013 - 07.2014
High Usage Monitoring
Digi Telecommunications SDN BHD
11.2012 - 08.2013
Bachelor's - Sport Science & Management
University Technology Mara
Diploma - Sport Science Management
University Technology Mara
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