Muhammad Afzal Yap Bin Abdullah
Marketing Assistant Manager - Process Excellence
Bukit Jalil,Wilayah Persekutuan Kuala Lumpur
Summary
- Accomplished Product Development & Process Excellence specialist with expertise in aligning business solutions with U Mobile's strategic market intent
- Skilled in defining business and functional requirements, analyzing feasibility, and ensuring alignment with company strategy.
- Experienced in managing end-to-end delivery projects with cross-functional teams.
- Proven track record of completing projects within target timeline and budget.
- Effective collaborator and coordinator with internal and external stakeholders, adept at leading and facilitating cross-functional forums.
- Drives functional updates and improvements on existing products, services, and standard operating procedures (SOP).
- Proven ability to contribute to revenue growth through successful product launches (GTM readiness).
- Experienced in managing multiple projects simultaneously and delivering results on time and within budget.
- Strong analytical skills for data-driven decision-making and continuous improvement.
- Excellent communication and interpersonal skills for effective collaboration.
- Solid understanding of Telco industry and best practices in product, people, and process development.
- Combined experience and expertise of retail support, sales, operations management, product development, people development (L&D), and process excellence (SOP and user guide design).
Overview
16
16
years of professional experience
4
4
years of post-secondary education
6
6
Certifications
4
4
Languages
Work History
Device Marketing - Process Excellence
U Mobile Sdn Bhd
Kuala Lumpur
2022.05 - 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
2019.12 - 2022.04
- 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
2017.06 - 2019.12
- 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
2014.12 - 2017.05
- 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
2013.02 - 2014.12
- 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
2010.09 - 2012.07
- 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
2007.01 - 2010.08
- 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
Associate of Arts - Human Resources Management
Malaysian Institute of Human Resource Management
Petaling Jaya, Selangor 2010.01 - 2012.05
Associate of Arts - Human Resources Management
Malaysian Institute of Human Resource Management
Petaling Jaya, Selangor 2008.06 - 2009.12
High School Diploma -
Victoria Institution Kuala Lumpur
Kuala Lumpur, Malaysia 2000.01 - 2006.12
Skills
Microsoft Excel
undefinedTimeline
Device Marketing - Process Excellence
U Mobile Sdn Bhd
2022.05 - Current
Retail Operations Support - Assistant Manager
U Mobile Sdn Bhd
2019.12 - 2022.04
Advanced Distressed Customer Engagement
2019-03
Leadership for Manager
2019-02
Training and Development Assistant Manager
U Mobile Sdn Bhd
2017.06 - 2019.12
Effective Time Management
2017-04
The 7 Habits of Highly Effective People
2016-05
Teamwork that Works (HRDF)
2014-12
Customer Engagement - Senior Executive
U Mobile Sdn Bhd
2014.12 - 2017.05
Contact Center Team Leader
YTL Communications Sdn Bhd
2013.02 - 2014.12
Project Executive
Superceed (M) Sdn Bhd
2010.09 - 2012.07
Associate of Arts - Human Resources Management
Malaysian Institute of Human Resource Management
2010.01 - 2012.05
Associate of Arts - Human Resources Management
Malaysian Institute of Human Resource Management
2008.06 - 2009.12
Telesales Skills Training
2007-06
Telemarketing Team Lead
SRG Asia Pacific
2007.01 - 2010.08
High School Diploma -
Victoria Institution Kuala Lumpur
2000.01 - 2006.12
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