An accomplished People Manager in Telco and Logistics. Strong skill sets in Team Management and Engagement, Customer Experience, Corporate Sales, Sales and Services and Coaching.
Overview
9
9
years of professional experience
Work History
Supervisor - Data Management
DHL Express (Malaysia) Sdn Bhd
1 2021 - Current
Team Manager for 24 number of staff, responsible for end to end customer experience operations i.e
Workforce management, staff performance in work performance for dutiable material and KPI management to agreed SLA
Prepare and submit monthly report on staff performance with close monitoring of their KPIs and analyze any gaps in staff performance, finding root cause and solutions
Ensure all data are updated accurately monthly for performance dashboards
Conduct regular meeting with clients to resolve any issues and mitigate upcoming risk
Organize appropriate shifts, overtime requirements, and resolution levels to meet business requirements
Monitor Operational performance including performance dialogue sessions and complete all required reports in regards to team performance
Led & managed recruitment campaigns when mass recruitment was required for project ramp-ups
Responsible for countries inbound cleansing and classification of dutiable material, ensuring that customs declaration requirements are met with required productivity and quality levels
Brainstorm new and creative solutions that address employee concerns
Own their KPI performance, incentive dialogue sessions, engagement and development planning
Employee Engagement champion with focus on increasing pulse survey results and internal communications.
Telesales Manager
Tunetalk Sdn Bhd
01.2020 - 01.2021
Team Manager that responsible for overall telesales activities of new acquisition and retention, from various channels ie
Inbound, outbound, and live chats
Regular auditing of the teamwork to identify improvement opportunities
Preparing sales figures, analysis, and action plans for HOD meetings
Coaching on performance management
Managing performance metrics for team members
Working closely with Inbound, Chat, and Email TL’S to ensure Sales related cases to be escalated and also to be present active on weekends to manage cases and inquiries
Focusing on employee engagement
(Daily, Quarterly reward programs for agents based on achievements.) Preparing KPI assessments and appraisals for increment and promotion
Worked closely with Product and BI team on introducing new salvage plans based on a case study
Market Study between competitors on best salvage plans and ideas to reduce churn
Improvised sales script and new solutions for agents to service our customers better
Ad‐hoc Projects (Sim Upgrade and Jendela) – Ensuring our 3G sim users upgrade to our latest 4G and also up selling plans.
Team Lead, Gadget Genius
Maxis Broadband Sdn bhd
01.2019 - 01.2020
Team lead, responsible for overall sales planning of accessories and ensure sales targets are achieved
Brainstorm for pitch of wide selections of accessories to bundle with Maxis Core products i.e
Postpaid and Fibre
Managed 10 team members, coached and mentored for team members that unable to achieve their sales target
PIC for any new training and cascade to the team members for any new SOPs or products
Ad-hoc
Lead the telesales project during MCO.
Retail Associate
Maxis Broadband Sdn bhd
01.2019 - 01.2020
Selected among 45 to be part of the new Maxis Concept Store in line with the new biz direction of Convergence Solutions
Execute Sales for new postpaid and home fibre from online and offline channel
Execute sales attack on the ground to gain more acquisition
Executed outreach attack outdoor to bring in more sales.
Retail Consultant
Maxis TTDI
01.2018 - 01.2019
Attended walk-in customers, cross-sell and upsell any Maxis product
Attended complaints, enquiries, and ensure the cases are solved according to SLA.
Sales Coordinator
Singtel
01.2016 - 01.2018
Driving the hotlines to achieve the targets for the value-added services
Responsible for supporting the Solution Plus Program in the hotlines
Ensuring the integrity in the Solution Plus Program
To drive and support the Manager in charge and maintenance of the existing program
Act as a Point of contact for the Solution Plus Team on updates/incentives/reporting matters
Generate ideas, conduct in-depth analysis, and act
Coordinating the sales team by managing schedules, filing important documents, and communicating relevant information.
Membership Sales Consultant
Fitness First, Puchong
10.2015 - 10.2016
Sign up new join members (Performance package and NJM commission)
Making phone calls and set up appointments
Understand the prospect and get their need analysis
Get leads from members
Maintaining a good relationship with members
Able to do sales presentations & tours of the club
Able to create interest in the club as well as selling in-person & over the telephone pleasant personality, service-oriented, a team player, organized and meticulous.
Skills
Strategic Planning
undefined
Accomplishments
Multiple CSR PROJECTS
DHL Engagement Team (Lead)
Event Photographer
Project (Mulitiline Validation Project)
Employee of the Quarter 4 (2023)
Supervisor of the Quarter (2022)
Training Facilitator for Certified International Specialist