Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Timeline
AssistantManager
Muhammad Afzal Yap Bin Abdullah

Muhammad Afzal Yap Bin Abdullah

Specialist - Process Excellence
Bukit Jalil,Wilayah Persekutuan Kuala Lumpur

Summary

  • I am a seasoned product development and process excellence specialistwith well-rounded experience in various roles such as business analyst (IT), continuous process improvements, project management, and operations management. I have a knack on IT and systems related matters, and a passion for training and development roles in any business unit. Academically I am currently pursuing my master’s in business administration with International University of Malaya-Wales. If you are looking for someone who can manage and operate within any business units with an adept technical and IT-related skillset and can function as a coach and trainer to the department or team, you found him.

Overview

16
16
years of professional experience
12
12
years of post-secondary education
1
1
Certificate
4
4
Languages

Work History

Device Marketing - Process Excellence

U Mobile Sdn Bhd
Kuala Lumpur
05.2022 - Current
  • Implement and maintain operational processes ensuring optimized efficiency amongst vendors, internal stakeholders, and business users.
  • Add value by developing new or improve on existing processes for internal and external business process flows.
  • Lead sales inventory management i.e., forecasting, purchasing, warehousing & storage, stock demand and distribution, inventory and sales systems readiness, stock audits, invoicing, and monthly reporting.
  • New product and services development, change request (CR) management, product system configuration & logic behavior, and exceptional handling analysis and management.
  • Supports internal and 3rd party systems testing, troubleshooting, user-guides, and conducting train-the-trainer sessions as and when required.

Retail Operations Support - Assistant Manager

U Mobile Sdn Bhd
Kuala Lumpur
12.2019 - 04.2022
  • Lead end-to-end planning and roll-out execution for Retail Outlet Repairs and maintenance works i.e. vendor sourcing, RFP, RFQ, work permits, on-site manpower planning, post-work inspection, job completion reporting, invoicing, and payments processing.
  • Manages retail inventory supply chain process i.e. stock levels, run rates, replenishment, distribution, and merchandising solutions.
  • Systems subject matter expert (SME) i.e. CRM, SAP, Internal business platforms (I am the SPOC for all problems/troubleshooting related to Retail Ops team)
  • Lead implementation of new and revised SOPs for all retail inclusive of internally operated Stores and 3rd party Dealer Establishments
  • Retail Operations management i.e., cash-in-transit, IT equipment, security systems, mall and building proprietor management, retail R&M, infrastructure etc.
  • Functions as lead trainer for new system or workflow implementation

Training and Development Assistant Manager

U Mobile Sdn Bhd
Kuala Lumpur
06.2017 - 12.2019
  • Trained and mentored over 5 batches of new personnel hired to fulfill various roles in retail support and operations.
  • Worked with vendors to customize courseware to accommodate business needs.
  • Developed and executed performance management programs to increase employee engagement and productivity.
  • Provided coaching and mentoring to employees while functioning as retail outlet assistant manager.
  • Appointed as partner trainer for Apple Excellence program for U Mobile.
  • Design, plan, and execute internal products and services training through multiple channels i.e., classrooms, self-help videos, and online instructor lead training.
  • Key PIC for system troubleshooting and escalation
  • Retail reporting (Excel & PPT) key person.
  • Key PIC for any change request (CR) in business process or system workflow.

Customer Engagement - Senior Executive

U Mobile Sdn Bhd
Kuala Lumpur
12.2014 - 05.2017
  • Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
  • Identified opportunities to improve business process flows and productivity.
  • Evaluated product development strategies and prepared alternative approaches to goal achievement.
  • Effectively bridging management with ground team on product GTM readiness i.e., regulatory standards, general terms and conditions, product FAQs, product launch timeline and event flow.
  • Lead the service team for U Mobile's 1st iPhone launch event, and subsequently the project lead for the next 2 major product launch
  • Initiated and established U Mobile's 1st internal data processing unit, back-office-activation-support-team (BOAST).
  • Lead trainer and training material designer for U Mobile's 1st Premier Dealer program
  • Key contributor of the CRM enhancement major CR back in 2015/2016

Contact Center Team Leader

YTL Communications Sdn Bhd
Petaling Jaya, Selangor
02.2013 - 12.2014
  • Lead a team of 20 on YES4G Channel (Dealer) Support.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer and internal dealer issues.
  • Managed typical contact center operations i.e., attendance management, quality assurance monitoring and coaching, escalated call management, case escalation and troubleshooting with L2 & L3 support teams
  • Established and implemented simplified contact center's attendance tracking via Excel in lieu of working system/platform back in 2013
  • Lead new hires onboarding training
  • Weekly and monthly reporting of team and department statistics

Project Executive

Superceed (M) Sdn Bhd
Kuala Lumpur
09.2010 - 07.2012
  • Evaluated project performance and made proactive adjustments to increase quality and take-up rates.
  • Secured a business contract for the company's 1st virtual contact center platform for a local food delivery business.
  • Piloted a mini-project between a local Telco and a company with a platform on tertiary education offers.
  • Earlier attempts on SOP development starts here
  • Spend a sizable chunk of time learning Excel skills in these 2 years

Telemarketing Team Lead

SRG Asia Pacific
Kuala Lumpur
01.2007 - 08.2010
  • 1st job started off as my means of funding for my future studies.
  • Most memorable achievement was being in the run for Best Contact Center Team Lead (CCAM).
  • Championed and lead the top telemarketing producer from 2008 - 2010 (highest revenue and incentives payout for 3 consecutive years).
  • Piloted the initial outbound sales team for a local Telco broadband product.

Education

MBA - Masters of Business Administration

University Malaya Wales
Petaling Jaya, Selangor
02.2024 - Current

Associate of Arts - Human Resources Management

Malaysian Institute of Human Resource Management
Petaling Jaya, Selangor
01.2010 - 05.2012

Associate of Arts - Human Resources Management

Malaysian Institute of Human Resource Management
Petaling Jaya, Selangor
06.2008 - 12.2009

High School Diploma -

Victoria Institution Kuala Lumpur
Kuala Lumpur, Malaysia
01.2000 - 12.2006

Skills

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Microsoft Visio

SAP

JIRA Atlassian Platform

Adobe Acrobat

Learning Management System

Training and Development

Analytical and Critical Thinking

SOP & Business Case writing

Manual test case preparation

Bahasa Malaysia (Read & Write)

English (Read & Write)

Cantonese (Verbally spoken only)

Mandarin (Verbally spoken only)

Certification

LEAN Six Sigma

12-2024

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

LEAN Six Sigma

12-2024

MBA - Masters of Business Administration

University Malaya Wales
02.2024 - Current

Device Marketing - Process Excellence

U Mobile Sdn Bhd
05.2022 - Current

Retail Operations Support - Assistant Manager

U Mobile Sdn Bhd
12.2019 - 04.2022

Training and Development Assistant Manager

U Mobile Sdn Bhd
06.2017 - 12.2019

Customer Engagement - Senior Executive

U Mobile Sdn Bhd
12.2014 - 05.2017

Contact Center Team Leader

YTL Communications Sdn Bhd
02.2013 - 12.2014

Project Executive

Superceed (M) Sdn Bhd
09.2010 - 07.2012

Associate of Arts - Human Resources Management

Malaysian Institute of Human Resource Management
01.2010 - 05.2012

Associate of Arts - Human Resources Management

Malaysian Institute of Human Resource Management
06.2008 - 12.2009

Telemarketing Team Lead

SRG Asia Pacific
01.2007 - 08.2010

High School Diploma -

Victoria Institution Kuala Lumpur
01.2000 - 12.2006
Muhammad Afzal Yap Bin AbdullahSpecialist - Process Excellence