Armaan Malik

Experience

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  Datacom

  Oct 2006 - Sept 2011

  Key Responsibilities are:• To provide business analysis assistance to track achievement of teams towards achieving high performance in all areas of work.• To apply COPC® Standards in all areas of the business to achieve, maintain and better KPI targets.• To act as a contact point between Datacom and Client(Packet1) for data analysis processes.• To develop and maintain Business Reports for Datacom and Client for easy monitoring of performance.• To provide recommendations to enhance and improve work procedures in order to increase efficiency. i.e. Call handling procedures.• To ensure all tools/technologies used for the business is in operational condition and actively alert relevant parties should maintenance be required Show less Key Responsibilities are:• To provide technical assistance for all cases pertaining to Microsoft Exchange Servers residing within corporate networks.• To provide technical assistance for all cases pertaining to Microsoft Office Applications residing within corporate networks.• To deliver the highest level of support to all Microsoft Partners to maintain customer satisfaction. • To act as an intermediary between customer and escalation channels should further technical assistance be required.• To work closely with team members to ensure standard operating procedures are adhered in all work related matters. i.e.Opening and closing email scripts.• To provide constant feedback to Team Leads and Managers to enhance and improve work procedures in order to increase efficiency. i.e. case closure procedures. Show less Key Responsibilities are:• To provide technical input for cases requiring advance troubleshooting• To act as an intermediary between Agents and the Microsoft Partner Tech Lead(PTL) to source for resolutions on all escalated product issues.• To create good rapport between the other departments(i.e.Orders, Sales, Response Management) for cases that require such specialised attention. • To create and improve work related processes in order to increase efficiency. i.e.Hardware replacement procedures, RFx procedures, Case creation and closing procedures• To ensure all agents adhere to correct case wellness procedures. (i.e. 48hr follow-up on all open cases)• To conduct Transaction Monitoring(TM) across the floor to maintain Quality in the services provided to the customer. • To conduct skill enhancement training for senior agents seeking specialized product support roles(i.e. MS Office troubleshooting, MS Hardware troubleshooting, MS Games troubleshooting)• To conduct New Hire Training(NHT) for newly recruited agents. Show less

  • Business Analyst

    Nov 2009 - Sept 2011

  • Microsoft Professional Applications Engineer

    Jan 2009 - Nov 2009

  • Technical Lead - Mirosoft Technical Support AnZac

    Oct 2006 - Jan 2009
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  Astro

  Apr 2012 - Dec 2018

  Training Specialist

  Key Responsibilities are:• To analyze training needs and provide training recommendations to stakeholders• Develop and deliver end-to-end training solutions for Softskills, Sales and Technical topics• To enhance/improve existing training programs to ensure relevance in current market situations• Develop Career path planning, skillset identification and GAP analysis to enhance skillset of Contact Centre staff• Work closely with Astro L&D department to identify Training Courses that will aid in career enhancement of all Contact Centre staff• Create tools to identify staff skillset based on company Skills Requirement Metrics• Perform proofreading on materials and provide feedback to relevant stakeholders to ensure correctness and accuracy of information before publication on intranet (CCCNet)• Perform tests on existing Hiring Assessments for future enhancement and sanity testing• Perform comprehensive Event Management planning to ensure the smooth execution of all planned/unplanned actions for internal events at the Astro Customer Contact Centre held inside and outside of Astro Facilities Show less

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  UEM Sunrise Berhad

  Jan 2019 - now

  Sales Effectiveness Manager

  Key Responsibilities are:• To analyze training needs and provide training recommendations to stakeholders• Develop and deliver end-to-end training solutions to enhance Sales Skillset & Knowledge• To enhance/improve existing training programs to ensure relevance in current market situations• Develop Career path planning, skillset identification and GAP analysis to enhance skillset of Sales Staff• Develop and initialize a 3-5 year Sales Training Academy framework that includes comprehensive end-to-end Sales Training Programs to build high impact sales staff.• Work closely with UEMS HR department to identify Training Courses that will aid in career enhancement of all Sales Staff and Sales Managers• Create tools to simplify tasks and provide better visibility of individual performance to achieve corporate & personal goals • Review & proofread all sales & leadership training material and provide feedback to relevant stakeholders to ensure correctness and accuracy of information before program delivery• Monitor and drive Sales effectiveness towards achieving company targets• Conduct periodic training review/ internal audits/ mystery shopping initiatives to monitor and ensure consistent delivery of sales & service standardsOther Roles & Responsibilities:• Elected Member of the UEMS2025 taskforce to drive Culture Change to the entire organization• Elected Learning Champion to drive independent learning via the LinkedIn Learning platform with an overall company-wide achievement of 59% take-up rate within the first year(2020)• Elected Member of the Design Thinking taskforce to enhance the UEMS Staff Benefits program that received Board approval for suggestions implemented (2019)• Elected member of the Audit Review Committee for ISOP documentation and process improvement (2022) Show less