Deveshwar Soosai
Business Operations Manager
Klang
Summary
With 8 years of experience in operations and customer service, adept at cross-functional coordination, process improvement, and team leadership. Skilled in operational execution, programme delivery, and customer handling. Spearheaded process improvements, enhanced brand visibility, and supported strategic workforce development initiatives.
Overview
4
4
Certifications
8
8
years of professional experience
Work History
Director of Operations
TechPro Talent Hub
01.2025 - 06.2026
- Directed operational execution of workforce development and training programmes, ensuring structured delivery of initiatives aimed at improving workforce capability, productivity, and operational efficiency in alignment with national skills development priorities.
- Led cross-functional coordination across trainers, participants, and external partners to ensure effective programme delivery, improved learning outcomes, and consistent operational standards.
- Implemented process improvements across onboarding, scheduling, and administrative workflows to enhance operational efficiency and programme scalability.
- Monitored operational performance metrics including training completion rates, participant engagement, and programme delivery timelines to support data-driven decision-making and continuous improvement.
- Supported strategic workforce capability development initiatives aligned with national industry transformation goals by improving training execution quality and operational reliability.
- Builds workforce capability that shows up in productivity, quality, and operational reliability, aligned to NIMP 2030 priorities.
Operations Manager
KPR Food Caterers Sdn Bhd
11.2022 - 12.2024
- Managed cross-functional operational coordination across production, kitchen, logistics, sales, and administrative teams, overseeing an average of 200 catering events per month while streamlining workflows, eliminating duplicate efforts, improving operational efficiency, and ensuring seamless, on-time service delivery.
- Introduced a cross-functional recruitment process by integrating department managers into candidate interviews alongside HR, ensuring hiring decisions were informed by operational expertise. The initiative, implemented shortly after joining the company, strengthened hiring quality and supported employee retention.
- Developed and maintained process documentation, supporting continuous operational improvement initiatives to enhance workflow efficiency, standardization, and compliance with HALAL food safety regulations.
- Liaised with vendors and stakeholders to ensure service delivery met and, in some cases exceeded client expectations, contributing to repeat business and securing larger-scale opportunities, including high-profile clients such as the U.S. Embassy.
- Managed daily coordination between the central kitchen and four restaurant outlets across Klang, ensuring timely food distribution, smooth operational execution, and consistent service delivery. Prepared weekly operational reports for the Director to support performance tracking and decision-making.
- Collaborated with outsourced social media managers to enhance social media content over a 3-month period, contributing to improved brand visibility and increased inbound lead generation in 2023.
- A halal food catering company with more than 2 decades of experience in providing high quality catering services for individual and business events.
Customer Service Team Leader
HappyFresh
03.2018 - 11.2022
- Promoted from Customer Service Representative to Team Leader within 3 months based on strong performance and leadership capability.
- Trained agents on SOPs and customer handling, reviewed call/chat/email quality, ensured compliance with scripts, policies, and tone guidelines, and improved consistency in customer service delivery across the team.
- Led escalation handling processes and supported SLA-driven operations, ensuring timely resolution of customer issues and consistent service delivery performance.
- Collaborated with logistics, operations, warehouse, and product teams to resolve customer-impacting issues, report system bugs, coordinate cross-functional solutions, and support product feature rollouts and service improvements.
- Maintained CRM records to ensure data accuracy, transparency, and effective case tracking, while enforcing adherence to CRM documentation standards among agents.
- Prepared weekly operational reports and performance updates to support management decision-making and continuous process improvement initiatives.
- Southeast Asia's grocery delivery platform based in Malaysia and Indonesia.
Education
Diploma of Education - Hotel, Motel, and Restaurant Management
Tunku Abdul Rahman University College (TARC)
12-2021
SPM - SKM Level 1, SKM Level 2, SKM Level 3 or Equivalent
Wesley Methodist School Klang
Klang12-2015
Skills
Operational Efficiency
Operations Oversight
Business Management
Process Improvement
Budget Management
Strategic Planning
Execution Strategy
SLA & Deadline Management
Stakeholder Negotiation
Team Coordination & Leadership
Certification
Leadership Camp - TAR University College - 2019-07
Timeline
Director of Operations
TechPro Talent Hub
01.2025 - 06.2026
Operations Manager
KPR Food Caterers Sdn Bhd
11.2022 - 12.2024
Customer Service Team Leader
HappyFresh
03.2018 - 11.2022
SPM - SKM Level 1, SKM Level 2, SKM Level 3 or Equivalent
Wesley Methodist School Klang
Diploma of Education - Hotel, Motel, and Restaurant Management
Tunku Abdul Rahman University College (TARC)
AWARDS & SCHOLARSHIPS
Top Performer Q1 & Q3 - HappyFresh - 2021-06, Best CSAT Achiever Q2 - HappyFresh - 2020-06