Juan Ahmad Rafel
Penang
Summary
Strategic and Results-Driven Technical Support Leader with over 15 years of progressive experience in customer support operations, post-sales service delivery, and team leadership within multinational environments. Proven track record in transforming support models, enhancing customer satisfaction, and implementing innovative solutions that improve service quality and team performance. Skilled in leading cross-functional teams, managing escalations, and aligning support strategies with business goals. Recognized for fostering a culture of accountability, continuous improvement, and work-life balance. Passionate about mentoring talent and delivering measurable impact across APJ and South Asia regions.
Overview
16
16
years of professional experience
1
1
Certification
Work History
South-Asia Tech Support Manager 1
Dell Technologies
10.2018 - Current
- Led a high-performing technical support team across Dell South Asia, consistently surpassing service level agreements and key performance indicators.
- Initiated and championed the Service Level Adherence Program, elevating SLA compliance from below 90% to sustained weekly performance above 90%.
- Redesigned workforce scheduling models to enhance work-life balance, partnering with global forecasting teams to ensure optimal resource utilization.
- Advanced South Asia’s Productivity KPI initiatives by mentoring team leads and support agents, driving measurable improvements in efficiency and output.
- Directed the Malaysia-Singapore Tech Support Transformation in FY24, aligning regional operations with Dell’s omni-channel support framework.
- Orchestrated regional engagement activities, including the distribution of branded merchandise to promote Dell Talent Programs.
L2 Tech Support & Project Management Lead
Dell Technologies
02.2014 - 09.2018
- Delivered expert-level technical solutions and managed complex escalations, providing critical support to Level 1 teams across the APJC region to ensure swift issue resolution and service continuity.
- Pioneered virtual engagement frameworks for Level 2 support, fostering seamless collaboration across geographies and significantly reducing average resolution times.
- Established structured feedback mechanisms through e-surveys and performance KPIs, driving continuous improvement in service quality and boosting customer satisfaction metrics.
L1 Tech Support
Dell Technologies
08.2009 - 01.2014
- Delivered frontline technical support for South Asia, later transitioning to provide specialized email-based assistance for customers in Australia and New Zealand, ensuring timely and effective issue resolution across both regions.
- Provided cross-functional support to the South Asia technical call team for six months, contributing to service continuity and team performance during peak operational periods.
Education
Diploma - Electrical & Electronic Engineering
INTI International College
08.2006
Skills
- Hardware and Software Troubleshooting
- Service Level Management
- Team Leadership & Coaching
- Workforce Optimization
- Customer Experience Enhancement
- Escalation Management
- Process Improvement
- Cross-Functional Collaboration
- Data Analytics & Visualization
- AI & Machine Learning Awareness
- Remote Support
- Emotional Intelligence
Accomplishments
- Led the transformation of Malaysia-Singapore Tech Support Operations in FY24, aligning with omni-channel support strategies.
- Spearheaded the transition from F2F Level 2 to centralized virtual chat support across APJ in FY16.
Certification
- Cheetah Chase: Leadership Excellence Professional Certification (CMI)
- Professional Certificate for Data Science (School of Computer Sciences, USM)
- Big Data Foundation, Artificial Intelligence, Machine Learning & BlockChain Foundation (Iverson Associates)
- Executive Diploma in Global Leadership - Dell Malaysia University
- EXIN BCS System Integration and Management
- EXIN VERISM Foundation & PRO
Awards
- Tell Dell Rockstar – NPS and Leader score of above 90% (FY24)
- Above and Beyond – Recognized for collaboration and achievement drive (July 2022)
- AEM Dedicated Team – Led project to setup dedicated support team (March 2022)
- Winning Together – Led productivity improvement initiatives (October 2021)
- Game Changer 1 Award – Enhanced partner experience (August 2021)
- Applause Award – Transformed SA CSG operations (January 2020)
- Game Changer 1 Award – ISO9001:2015 re-certification support (July 2019)
- Applause Award – Formed CTE team in APJ region (November 2018)
References
Amin Yasin
Email: Amin.yasin@dell.com
Phone number: 0194705285
Position: Regional Technical Support Operations Manager.
Company: Dell Technologies Sdn Bhd.
Timeline
South-Asia Tech Support Manager 1
Dell Technologies
10.2018 - Current
L2 Tech Support & Project Management Lead
Dell Technologies
02.2014 - 09.2018
L1 Tech Support
Dell Technologies
08.2009 - 01.2014
Diploma - Electrical & Electronic Engineering
INTI International College
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