Wicra Dasa
Shah Alam
Summary
Currently leading customer retention efforts for one of Malaysia’s top ISPs. Since joining, I’ve reduced churn by 25%, increased win-back rates to 40%, and helped improve the NPS by +12 points quarter-on-quarter. My focus is on data-driven insights, customer lifecycle optimization, and high-impact communication strategies. I work closely with cross-functional teams to ensure a 92%+ CSAT while reporting key metrics and strategic insights to senior management.
Overview
5
5
years of professional experience
Work History
Senior Consumer Retention Specialist
Time DotCom Berhad
Shah Alam
07.2024 - Current
- Identified risks in customer retention and created targeted action plans.
- Analyzed customer feedback to enhance retention program effectiveness.
- Designed promotional campaigns offering targeted discounts for existing customers.
- Engaged customers through social media platforms, addressing product experience inquiries.
- Monitored purchase patterns to gain insights into customer preferences.
- Researched new products to enhance offerings for existing clientele.
- Developed strategies aimed at boosting customer loyalty and satisfaction.
- Collaborated with marketing and sales teams to implement effective communication and special offers.
Malaysia
Teleperformance Malaysia
Selangor
01.2022 - 04.2024
- Collaborated with departmental managers to provide workforce insights for budget preparations.
- Projected seasonal workforce needs to align with production spikes.
- Generated quarterly workforce projections based on anticipated production requirements.
- Created monthly reports comparing workforce costs to actual revenue generation.
- Assisted human resources in training new employees and facilitating department transitions.
- Supported budgeting department with projects analyzing long-term workforce costs versus potential revenue.
- Monitored weekly personnel costs against expenditure objectives to maintain financial efficiency.
- Engaged in workforce allocation research projects to assist in strategic budgeting for corporate growth.
Malaysia
Transcosmos Inc
Kuala Lumpur
01.2020 - 01.2022
- Maintained a comprehensive database of training materials for easy access and reference.
- Instructed employee training and onboarding programs to ensure effective integration.
- Reviewed employee performance and learning outcomes to identify areas for improvement.
- Developed engaging presentations to capture employee attention and enhance training impact.
- Collected data on company objectives and employee skill gaps to assess training needs.
- Coordinated with leadership to identify opportunities for training and development, enhancing safety and performance.
- Created instructional materials and programs to further educate personnel effectively.
- Monitored progress and adjusted goals based on feedback, achievements, and attitudes.
Education
Bachelor of Arts - Arts Education
London South Bank University
South Bank London UK06-2021
Some College (No Degree) - Electrical, Electronics And Communications Engineering
Miraj Academic College
Ampang Kuala Lumpur05-2019
High School Diploma -
Sri Kuala Lumpur International School
Kuala Lumpur Malaysia01.2017
Skills
- Personnel conflict resolution
- CRM software proficiency
- HR process improvement and reporting
- Applicant assessment and recruitment
- Onboarding process management
- In-person and telephone interviewing skills
- Contract negotiation expertise
- Staffing management practices
- Workplace safety protocols
- Personnel conflict resolution
- CRM software proficiency
- HR process improvement and reporting
Languages
English, Malay
Timeline
Senior Consumer Retention Specialist
Time DotCom Berhad
07.2024 - Current
Malaysia
Teleperformance Malaysia
01.2022 - 04.2024
Malaysia
Transcosmos Inc
01.2020 - 01.2022
Bachelor of Arts - Arts Education
London South Bank University
Some College (No Degree) - Electrical, Electronics And Communications Engineering
Miraj Academic College
High School Diploma -
Sri Kuala Lumpur International School
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