Syafiq Rohaizad
Kuala Lumpur,14
Summary
Diligent Operations Lead and robust background in Consumer & Fintech. Exceptional talents for strategic planning and procedure development. Dedicated to generating revenue by coaching staff members on lead development strategies.
Overview
8
8
years of professional experience
Work History
Operation Lead
OKX
02.2024 - Current
- Enhanced team productivity by providing ongoing training and development opportunities.
- Develop and execute a comprehensive product roadmap for the on-chain deposit and withdrawal processes, considering user needs, competitive landscape, and market trends.
- Implemented strategies to optimize deposit and withdrawal processes
- Ensured compliance with regulatory requirements and company policies
- Collaborated with stakeholders to identify opportunities for business growth and expansion.
- Oversaw the development and implementation of training programs to enhance team capabilities and improve performance.
- Led cross-functional teams to drive process improvements and achieve key performance indicators (KPIs).
- Lead and managed operations across multiple regions, overseeing 6 countries in APAC and ensuring alignment with organizational goals.
- Plan, enhanced and oversee WFM Management for the entire APAC operation
Functional Operation Leader
TDCX Malaysia
01.2023 - 02.2023
- Leads multiple projects (team expansion, changes in operational processes, KPI design, formation of new team - including recruitment and interview, revamping current process flow in place, channel/platform acquisition, etc.)
- Manages team of 18 Billing Specialists and functionally manages 4 Team Leaders and 2 Subject Matter Expert
- Oversees the operation role and responsibility in a yearly basis - its effectiveness and KPI improvement
- Tracked employee productivity, performance and task completion to meet quality standards.
- Met monthly objectives by providing personalized, friendly and knowledgeable customer assistance.
Team Manager
TDCX Malaysia
04.2022 - 12.2022
- Responsible towards 14 agents covering player supports for SEA regions
- Manages day to day operations of team to ensure it achieves KPI given
- Monitor and ensure immediate response of urgent escalated cases and close loop of escalated issues
Subject Matter Expert
TDCX Malaysia
09.2020 - 03.2022
- Mentored junior 9 team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
Sales Manager
H20z Pte Ltd
03.2019 - 08.2020
- Managed 7-18 agents across APAC, overseeing 5 regional projects and ensuring target achievement.
- Conducted regular reviews to maintain a high-quality sales funnel and achieved quarterly and annual sales objectives.
- Expanded territory reach and revenue by profiling, targeting, and prospecting.
- Developed sales presentations and mentored employees in successful selling techniques.
Cluster Sales Coordinator
The Westin & The St Regis Langkawi
01.2017 - 02.2019
- Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
- Supported sales team members in achieving individual goals and targets through coaching, mentoring, and guidance.
- Served as a liaison between internal departments such as production, logistics, finance, ensuring seamless end-to-end management of client accounts.
- Coordinated product demonstrations to showcase key features for sales prospects.
Education
Bachelor of Science - Hospitality Management
Berjaya University College of Hospitality
Kuala Lumpur11.2016
Skills
- Operational Efficiency
- Workforce Management
- Strategic Planning
- Process Excellence
- Coaching & Mentoring
- Operations Management
- Systems Implementation
- Performance Reporting
- Analytical Problem Skill
Accomplishments
- 100% on client satisfaction
- Successfully formed specialization team [Queue Monitor) & [Global Player Support]
- Best SME for the year of 2021
- Achieve all 4 quarters sales target over RM 1.2 Million
TDCX
The Westin & The St Regis Langkawi
Languages
English
Native language
Malay
Advanced
C1
English
Proficient
C2
Timeline
Operation Lead
OKX
02.2024 - Current
Functional Operation Leader
TDCX Malaysia
01.2023 - 02.2023
Team Manager
TDCX Malaysia
04.2022 - 12.2022
Subject Matter Expert
TDCX Malaysia
09.2020 - 03.2022
Sales Manager
H20z Pte Ltd
03.2019 - 08.2020
Cluster Sales Coordinator
The Westin & The St Regis Langkawi
01.2017 - 02.2019
Bachelor of Science - Hospitality Management
Berjaya University College of Hospitality
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