Jullian Victor
Summary
Strategic and results-oriented People Leader with 8+ years of experience managing global support operations, service delivery, and customer experience teams. Proven ability to transform team performance by driving productivity, operational efficiency, employee engagement, and customer satisfaction through effective leadership, coaching, and continuous improvement initiatives. Recognized for building high-performing teams, developing future leaders, and delivering measurable business outcomes, including improved SLA performance, reduced escalations and incident resolution times, and enhanced customer experience. Adept at aligning people, processes, and technology to achieve organizational objectives and sustain long-term success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Aspire Lifestyles Malaysia
Kuala Lumpur
12.2022 - 01.2026
- Managed a high-performing Concierge team, ensuring seamless, 24/7 service delivery and consistently exceeding expectations.
- Delivered performance reports analysing team outcomes, identifying challenges, and implementing improvements.
- Managed key stakeholders to ensure execution of processes met industry regulations and company policies.
- Collaborated cross-functionally with peers and stakeholders to ensure project alignment, operational success, and timely execution.
- Cultivated culture of excellence through employee engagement initiatives, morale-boosting activities, and productivity optimisation across team functions.
Operations Supervisor
Majorel Malaysia Sdn. Bhd.
Kuala Lumpur
06.2022 - 11.2022
- Coordinated daily operations, optimising coverage, managing agent leave schedules, and enhancing customer satisfaction.
- Managed a team of 20 content moderators and one Quality Coach.
- Developed methods and strategies to ensure team and individual targets are met through data-based coaching, mentoring, motivating, while providing clear, detailed and documented feedback.
- Managed key stakeholders, ensuring flawless execution of processes and strict compliance with industry regulations and company policies.
- Collaborated cross-functionally with peers and stakeholders to ensure project alignment, operational success, and timely execution.
Senior Team Lead/Trainer
Brandt International (M) Sdn. Bhd.
Kuala Lumpur
06.2020 - 05.2022
- Managed a support operation team of 4 Team Leads, 20 agents and 3 SMEs while ensuring SLA and KPI compliance through coaching and performance management.
- Implemented and optimized processes, tools, and support systems to improve efficiency, turnaround times, and overall operational performance.
- Analyzed operational data and prepared daily, weekly, and monthly reports for senior management and clients, while driving continuous improvement initiatives.
- Managed client relationships and handled complex second-level social media escalations, ensuring service excellence and stakeholder satisfaction.
- Partnered with Learning & Development to design, revamp, and deliver onboarding, refresher, and upskilling programs, including creating training materials for product knowledge, process awareness, and system navigation.
Team Manager
Agoda International (M) Sdn. Bhd.
Kuala Lumpur
09.2016 - 05.2020
- Led a team of 20 agents and 1 Team Captain, driving performance, accountability, and achievement of key departmental targets.
- Managed end-to-end contact center operations, including workforce planning, queue management, coverage, and shrinkage control.
- Coached and mentored team members using performance data, improving productivity and enabling career development.
- Partnered with leadership and cross-functional teams to execute operational initiatives, ensure SLA compliance, and optimize queue performance.
- Served as Compliance Ambassador, ensuring adherence to company policies, standards, and operational procedures.
Education
Bachelor's Degree - Theology
Lifespring School of Ministry (Advantage College USA)
Kuala Lumpur06-2026
Skills
- Service delivery planning
- Operations management
- Incident and Escalation Management
- Performance analysis
- KPI management
- Workforce Management
- Queue optimisation
- Customer retention
- Process improvement
- Data decision-making
- Stakeholder management
- Salesforce
- SAP System
- Genesys Cloud WebRTC systems
- Avaya One-X systems
- EPC 9UX Prod
- Microsoft Office
- Coaching and Mentoring
- Conflict resolution
- Research methods
- Talent mapping and acquisition
Certification
- Certificate of Completion of the ‘LEAN Six Sigma Yellow Belt' training.
- Certificate of Completion of the ‘Mastery of Change’ program by Dato’ Dr. Lawrence Walter Ng (Lawrence Walter Seminars).
- Certificate of Completion of the ‘Contact Center Operations Leadership Fundamentals’ by Daniel Ord (OmniTouch International).
- Training - ‘Accelerate’ – Coaching for Excellence (SMART Coaching course).
- Training – ‘The GROW Model of Coaching and Mentoring’.
- Training – ‘Manager’s Academy’.
- Training – ‘People Performance Management – HR’.
- Training - ‘Leadership Behavior KPIs’.
- Training – ‘Recruitment (Screening and Interviewing)’.
- Training - Manager Bootcamp.
Reference
- Christopher Chin – HR Manager of Aspire Lifestyles Malaysia
- +60327060484
- christopher.chin@aspirelifestyles.com
Prior Experiences
- Customer Service Representative – Various Organizations
- Office Executive – City Tabernacle / LifeNet Bible College
- HR & Accounts Executive - Sivamohan Rajendran & Co
- Accounts Payables Clerk - ExxonMobil Malaysia Berhad
Timeline
Service Delivery Manager
Aspire Lifestyles Malaysia
12.2022 - 01.2026
Operations Supervisor
Majorel Malaysia Sdn. Bhd.
06.2022 - 11.2022
Senior Team Lead/Trainer
Brandt International (M) Sdn. Bhd.
06.2020 - 05.2022
Team Manager
Agoda International (M) Sdn. Bhd.
09.2016 - 05.2020
Bachelor's Degree - Theology
Lifespring School of Ministry (Advantage College USA)