MICHELE JOHN
Shah Alam, Selangor
Summary
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
15
15
years of professional experience
Work History
Senior CX Manager
Honeywell Engineering Group
05.2024 - Current
- Lead and mentor a team of order management specialist ensuring high standards of performance and professional growth
- Oversee the implementation and optimization of SAP modules to improve supply chain visibility, efficiency, and customer satisfaction
- Identify and resolve process inefficiencies within the supply chain, EDI, and e-comm leading to significant reductions in order fulfillment times and operational costs
- Develop and execute strategies to enhance customer satisfaction, resulting in a 98% increase in customer satisfaction scores
- Collaborate with supply chain, IT, and other departments to ensure seamless operations and address any issues impacting customer experience
- Analyze key performance indicators (KPIs) and provide actionable insights to senior management to drive continuous improvement
- Managed a team of 35 customer service representatives across APAC, Australia and New Zealand fostering a collaborative and results-oriented work environment
- Led initiatives to enhance the utilization of SAP, Sales force, EDI and e-comm or improved supply chain management and customer service delivery
- Implemented systems for collecting and analyzing customer feedback, driving improvements in service processes and product offerings
- Monitored and reported on service performance metrics, ensuring alignment with organizational goals and customer expectations
Platform Experience Senior Analyst
Accenture Technology Malaysia
05.2021 - 05.2024
- Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.
- Leading ongoing reviews of business processes and developing optimization strategies.
- Staying up to date on the latest process and IT advancements to automate and modernize systems. Conduct meetings and presentations to share ideas and findings.
- Performing requirements analysis.
- Documenting and communicating the results of efforts.
- Effectively communicating insights and plans to cross-functional team members and management.
- Gathering critical information from meetings with various stakeholders and producing useful reports. Providing leadership, training, coaching, and guidance to junior staff.
- Allocating resources and maintaining cost efficiency. Ensuring solutions meet business needs and requirements. Performing user acceptance testing (UAT)
- Managing projects, developing project plans, and monitoring performance. Prioritizing initiatives based on business needs and requirements.
- Serving as a liaison between stakeholders and users. Managing competing resources and priorities.
- Monitoring deliverables and ensuring timely completion of projects.
Senior Team Leader APAC
Foodpanda (Delivery Hero)
11.2020 - 04.2021
- Working across functions with peers B2B Account Managers, Training and Quality Teams and Product Account Managers/Specialist in other groups to ensure collaboration for shared goals.
- Create an inspiring team environment with an open communication culture
- Delegate tasks and set deadlines with direct customer service team leader and Associates.
- Oversee day-to-day operation to meet key performance metric
- Overall Planning/Approving on team budget and costing
- Discover training needs and provide coaching
- Communicating financial and goal results and KPI indicators to direct reports
- Recognize high performance and reward accomplishments
- Encourage creativity and risk-taking customer service environment
- Suggest and organize team building activities
- Approve hiring and firing process within group for customer service (Inbound, Chat, Social Media and Outbound)
- Interacting with Senior Management and Leaderships for reporting
- Distribute reports to the appropriate personnel (Monthly and Quarterly Business Reviews)
- APAC Country ( Malaysia, Singapore, Philippines, Hong Kong and Taiwan )
Senior Contact Center Team Manager
Concentrix Malaysia
07.2017 - 08.2020
- Team Size of 260 customer service associates, 4 Customer service Team Leaders and 5 Assistance Team Leader Customer service reporting directly.
- 15% Contract Customer Service Employee and 85% Direct Customer Service Employee
- Working across functions with peers B2B Account Managers, Training and Quality Teams and Product Account Managers/Specialist in other groups to ensure collaboration for shared goals.
- Create an inspiring team environment with an open communication culture
- Delegate tasks and set deadlines with direct customer service team leader and Associates.
- Oversee day-to-day operation to meet key performance metric
- Overall Planning/Approving on team budget and costing
- Discover training needs and provide coaching
- Communicating financial and goal results and KPI indicators to direct reports
- Recognize high performance and reward accomplishments
- Encourage creativity and risk-taking customer service environment
- Suggest and organize team building activities
- Approve hiring and firing process within group for customer service (Inbound, Chat, Social Media and Outbound)
- Interacting with Senior Management and Leaderships for reporting
- Distribute reports to the appropriate personnel (Monthly and Quarterly Business Reviews)
Business Development & Marketing Manager
Frozen Apple Solutions
09.2013 - 09.2016
- Actively participating in the overall corporate efforts to retain revenue and clients
- Locates or proposes potential business deals by contacting potential partners; discovering and exploring opportunities.
- Closes new business deals by coordinating requirements; developing and negotiating contracts; integrating contract requirements with business operations
- Planning and preparing, negotiate and close commercial agreements
- Communicating and following up new product developments to prospective clients
- Drive peak performance and sales success across the organization
- Overseeing the development of marketing literature
- Writing reports and Providing management with feedback
Service Recovery Expert & Priority Service Banker
Scope International(Standard Chartered Bank)
01.2011 - 09.2013
- Seeking and acting on opportunities to prevent complaints and dissatisfaction of clients
- Analyzing the reason on why client is unhappy or; with products, services, process or turnaround time
- Seeking and acting on opportunities to prevent cancellations accounts;
- Using daily trackers activity codes to record important details of customer interactions;
- Making any necessary adjustments to client's accounts as per their request or when a recovery is needed
- Participating in the inbound Customer Relations ACD queues on a back-up basis;
- Maintaining up-to-date reporting of all Business Recovery key business indicators;
- Proactively identifying system enhancements and process improvements to increase team effectiveness; Participating in other related duties as assigned
- Assisting Preferred and Priority client of Standard Chartered in fulfillment of their transaction or servicing mortgage home and auto loan, credit card, personal loans, personal banking accounts requests via the telephone and e-mail.
- Achieve Client satisfaction interactions, where possible Leverage on continuous improvement journey by proposing & giving suggestions/ recommendations on workflow implementation & productivity improvements
- Promote the use of automated channels and new products and its benefits to customers
- Acquire new business by proactive tag on & generate new sales opportunities
- Update the existing databases with changes and the status of existing / prospective customers
- Resolve customer queries and ensure that the customer's expectations are met.
Education
Bachelor of Arts - Psychology
Wawasan Open University Malaysia
Kuala Lumpur04.2027
Associate of Science - Computer Science
SEGi University College(USM)
Subang Jaya, Selangor, Malaysia06.2009
Skills
- MS 365 Windows Packages
- CRM Modules & General ERP Solutions
- BPO Management
- Power BI
- Zendesk
- Salesforce
- Masterdata Management
- Conexium
- EDI
- E-Commerce
- SAP Integration & Optimization
- Supply Chain Management
- Tableau
- SQL
Accomplishments
- 2017: Top Performer Across Ventures (6 countries)
- 2018: Exceed Expectations Across Ventures (6 countries)
- 2019: Exceed Expectations Across Ventures (6 countries)
- 2020: Exceed Expectations Across Ventures (6 countries)
- 2024: Excelled in Supply Chain & Order Management & Fulfillment of USD 3.7m revenue.
LANGUAGES
English: Fluent (Written & Verbal)
Bahasa Malaysia: Fluent (Written & Verbal)
Tamil: Familiar (Verbal)
Timeline
Senior CX Manager
Honeywell Engineering Group
05.2024 - Current
Platform Experience Senior Analyst
Accenture Technology Malaysia
05.2021 - 05.2024
Senior Team Leader APAC
Foodpanda (Delivery Hero)
11.2020 - 04.2021
Senior Contact Center Team Manager
Concentrix Malaysia
07.2017 - 08.2020
Business Development & Marketing Manager
Frozen Apple Solutions
09.2013 - 09.2016
Service Recovery Expert & Priority Service Banker
Scope International(Standard Chartered Bank)
01.2011 - 09.2013
Bachelor of Arts - Psychology
Wawasan Open University Malaysia
Associate of Science - Computer Science
SEGi University College(USM)
References
Ms Priscilla Tharumaneethi, Service Delivery Manager, priscillaselvamalar@gmail.com, 60122922814, ONE1JSG Business Services (Schindler)
Ms Beth Andrew, Regional Partner Operations Manager, bethandrew07@hotmail.com, 60124315917, ByDance Tik Tok