Mohd Roqib Bin Mohamad Jamil
Assistant Manager
Petaling Jaya
Summary
Results-driven Assistant Manager with 11 years of experience in contact center operations, specializing in sales and customer service. Proven track record of leading teams to exceed performance targets, enhance customer satisfaction, and drive revenue growth. Skilled in team leadership, performance management, and process optimization to ensure seamless operations and exceptional service delivery. Adept at developing and implementing strategic initiatives to improve efficiency, motivate teams, and foster a culture of continuous improvement. Committed to achieving organizational goals while maintaining a customer-focused approach and promoting a positive work environment.
Overview
12
12
years of professional experience
7
7
years of post-secondary education
Work History
Assistant Manager of Operations
TM One
Kuala Lumpur, Kuala Lumpur
01.2024 - Current
- Managed Several Campaign/project daily operations, delegating tasks appropriately to ensure smooth functioning team.
- Coordinated with other departments to improve overall company efficiency and effectiveness.
- Coordinated with General Manager in different operational issues and promotional activities.
- Boosted customer satisfaction by addressing inquiries promptly and resolving issues effectively.
- Streamlined operations by implementing efficient workflow processes and procedures.
- Evaluated employee performance regularly, offering constructive feedback while recognizing outstanding achievements as appropriate.
- Enhanced employee productivity through regular training sessions and performance evaluations.
- Contributed to long-term strategic planning, helping shape organizational goals and objectives through thorough analysis of past performance data.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Facilitated smooth collaboration between departments through clear communication channels.
- Increased profit by streamlining operations.
Team Leader, Sales Operations
TM One
Kuala Lumpur, Kuala Lumpur
09.2014 - 12.2023
- Mentored junior team members, fostering a positive work environment that encouraged professional growth.
- Exceeded sales targets by motivating team members and providing ongoing coaching.
- Enhanced customer satisfaction through proactive problem-solving and consistent followup.
- Developed strong relationships with key clients, resulting in increased repeat business.
- Streamlined sales processes to improve efficiency and productivity within the team.
- Reduced employee turnover by recognizing top performers and creating tailored development plans for underperformers.
- Boosted team performance by implementing efficient sales strategies and techniques.
- Collaborated with cross-functional teams to create comprehensive sales plans for new product launches.
Telesales Executive
TM One
Kuala Lumpur, Kuala Lumpur
01.2013 - 08.2014
- Managed a database of leads, ensuring timely follow-up calls and accurate recordkeeping.
- Increased average call duration by refining scripts for better engagement with potential customers.
- Boosted sales revenue by implementing effective telesales strategies and techniques.
- Utilized CRM software effectively for efficient lead tracking, data analysis, and reporting on sales performance metrics.
- Participated in regular training sessions to stay up-to-date on product knowledge and enhance selling skills.
- Enhanced overall team morale through positive attitude, willingness to help others, and consistent achievement of individual goals.
- Made average of 100 outbound and inbound calls per day.
Education
MBA - Business Administration
UNITAR International University
Petaling Jaya, Selangor, Malaysia 09.2022 - 08.2023
Matriculation - Physical Sciences
Kolej Matrikulasi Pulau Pinang
Kepala Batas, Penang, Malaysia 01.2008 - 01.2009
High School Diploma -
Sekolah Menengah Sains Raja Tun Azlan Shah
Taiping, Perak, Malaysia 01.2003 - 12.2007
Skills
Employee supervision
Cost analysis and savings
Training and mentoring
Operations management & Planning
Team leadership
Problem-solving abilities
Process & Procedure improvement
Teamwork and collaboration
Data management
Goal setting
Organizational skills
Performance Management & analysis
Accomplishments
- Supervised team of 11 Team leader and 227 staff members.
- Manage 3 Major project with multiple campaign at the same time.
- Improving campaign performance by introducing Syntra System for Daily lead management.
Timeline
Assistant Manager of Operations
TM One
01.2024 - Current
MBA - Business Administration
UNITAR International University
09.2022 - 08.2023
Team Leader, Sales Operations
TM One
09.2014 - 12.2023
Telesales Executive
TM One
01.2013 - 08.2014
Matriculation - Physical Sciences
Kolej Matrikulasi Pulau Pinang
01.2008 - 01.2009
High School Diploma -
Sekolah Menengah Sains Raja Tun Azlan Shah
01.2003 - 12.2007
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