Experience

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  Wheels packaging industrial sdn. bhd.

  Jul 2009 - Aug 2009

  Head of quality control

  Leading QC/QA team consisting of 2 QC personal & 2 technicians, ensuring full process adherence and quality compliance of the all the product produced by the company.

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  Joonhee micron sdn. bhd.

  Aug 2009 - Sept 2009

  Process development engineer

  Developing the total process of acquiring raw materials, metal stamping & finished product storing, keeping & delivery for products ordered by major electronics manufacturer, Samsung Malaysia Electronics (SME) Sdn. Bhd.

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  Telekom malaysia

  Oct 2009 - Nov 2018

  Managing customers service transition from legacy copper based services to fiber / wireless based services involving both consumer & business customers in a selected area / technologies. 35 projects was initiated and executed all across Malaysia involving major corporate customers including Petronas, CIMB, Maybank, Sports Toto, PMCare & public service entity such as The Royal Malaysia Police (PDRM), Ministry of Education & Ministry of Defense. Key projects lead:1. [2500+ customers, 12,000+ services] in Digital Data Network (DDN) leased line services transition to Metro Ethernet (Metro-E) / Ethernet First Mile (EFM) services.2. [160+ customers, 650+ services] in Very Small Aperture Terminal Kurtz-under band (VSAT KU-Band) service transition from Numix based technology to TM in-house i-Direct technology.3. [200+ customers, 7000+ services] in SILICA - upgrading all DEL & Streamyx in Sg.Long & USJ to unifi & IPCentrex. 4. [500+ customers, 14,000+ services] in Asynchronous Transfer Mode (ATM) based services in selected 88 nodes to fiber based & Long-Term Evolution (LTE) based services. Show less Managing the communication of service technology upgrade to 2.6 millions subscribers all across Malaysia during the Next Generation Network (NGN) technology deployment & migrations. Preparing the service upgrade schedule, communication plan & execution. Customers are communicated as planned via various channel including:1. Interactive voice response (IVR), a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via a keypad. play a prerecorded message as soon as customers engage the telephone service during the downtime. 2. Infoblast - Engaging customers telephony services by proactive ringing and play prerecorded message as soon as customer picks up the phone. 3. SMS & Physical memo to all selected customers to ensure all customers are notified on the downtime. Working closely with the network deployment & migration team, TM subsidiaries such as TM VADS & TAB on all the communication executions. Show less Execute of service transition involving 2700+ services riding on The Multi-Lane Capsule Network (MLCN) operated by TM & Ericsson/Marconi to Digital Data Network (DDN) all across Malaysia. This project involves 300+ customers ranging from large corporation, such as RHB Bank, AM Bank, Petronas, Ministry of Finance, Felda, Department of Civil Aviation (DCA)Scope of work includes:1. Overall program management.2. Communication planning & execution.3. Alternative services solutioning & consultations.4. Managing TM intenal stakeholders such as Sales division, Service Engineers, Project Managers, Account Managers & Product houses. Show less

  • Program Management - Service Transformation

    Mar 2015 - Nov 2018

  • Voice & NGN Migration Management

    Jul 2013 - Feb 2015

  • Customer Management

    Oct 2009 - Jul 2013
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  Tm net sdn bhd

  May 2019 - Aug 2020

  Head of digital operations, unifi

  Achievements:+ Improve myunifi app rating from 1.8 to 4.7 stars within 3 months. Accountability:+ Design, build and implement: operational framework & blueprint to operate unifi’s digital store.+ Overcome technical challenges: Lead operational squads between technical team, customer experience operations & sales to optimize process and turnaround time for sales conversion.+ Ensure journeys & processes designed are able to realize cost optimization at traditional channels & drive the aspired sales conversion efficiency.+ Understand & respond to what customer wants: Analyze the customer response, behavior & purchase patterns & provides input to digital store process design.+ Managing contact center, lean process design, stakeholder engagement, liaison, manage, coordinate, verify, monitor & communication feedback loop.+ Establish a proactive digital store support ecosystem: Manage daily customer support requirements on website, portal & other digital channels with regards to product query, systems errors, purchase journey, etc.+ Deliver higher conversion efficiency and ‘stickiness’ to website & portal, by translating design thinking and process design output to the website and portal UI/UX solution that drives faster, easier & more convenient usage experience on portal & mobile app.+ Lead cross-functional agile setup: Drive faster activation turnaround & coordinate across the fulfillment ecosystem to ensure all leads in the funnel are sufficiently handled & processed Show less

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  Tm one

  Aug 2020 - Mar 2022

  Achievements:1. Improved NPS Score by 110% from +30 to +63 within 6 months.2. Improved AR Days by 34% from 72 to 47 days.3. Improved revenue holding by 14% from RM16.4mill to RM18.7mill in the first five months of 2021.4. Key member of Greater Klang Valley Task Force - leading TM contact center with collaboration with Celcom, Digi, Maxis, UMobile & TIME for CAC Hotline & CPRC Helpline for Ministry of Health during COVID-19 Pandemic.Accountability:+ Retaining 40 GLC & MNC accounts, worth >RM42mill of annual revenue.+ Ensuring customers achieve success, their desired outcomes while using our products or services.+ Relationship-focused client management that aligns client and vendor goals for mutually beneficial effects.+ Implement an effective strategy that results in decreased customer churn and increased up-sell opportunities.+ Make the customer as successful as possible, which improves customer lifetime value for the company Show less Achievements:+ Complete Agile implementation involving 25 strong workforces, formed 8 squads, run 8 sprints & 8 showcases. + Rapid revenue uplift of RM1.63mil via 2 value creation initiatives. + Operational cost avoidance & cost savings of RM675K.+ Established total organization inventory management involving 13k assets and resources.Accountability:+ Reviving TM One BPO business with Agile, Design Thinking, Lean, Innovation & Operational Excellence.+ Accelerating the transformation agenda with business profitability & digital customer experience in mind.+ Make changes to processes, people & technology to better align the company with its business strategy and vision.Lean Process Review:》Understand the current process and the needs of the customers/clients/stakeholders.》Identify ways to improve the current process by focusing on steps that add value and removing unnecessary steps or waste.》Promote collaboration in cross-functional teams and recognize that all perspectives are valued.》Measure and communicate the impact of the changes to the process to the organization. 》Empower all teams to find ways to continually improve processes and adopt a mindset of continuous improvement. Show less

  • Head of Customer Success, BPO

    Feb 2021 - Mar 2022

  • Head of Business Transformation, BPO

    Aug 2020 - Feb 2021
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  Maxis

  Mar 2022 - Mar 2023

  Fiber expansion strategy & planning

  Focusing on fibre expansion through multiple initiatives to enable the country's National Fiberization and Connectivity Plan ambition as well as elevating Maxis converged play.Leading GTM team for Maxis Owned Build area.1. Generate customer insights: Generate in-depth insights by understanding customer needs using customer validation, buyer persona creation, customer building, and customer discovery techniques.2. Market benchmarking: Deploy learning strategies to gain more information about the market, such as market segmentation, market development, market refinement, and competitive intelligence analysis.3. Project planning: Outline the complete go-to-market strategy and project plan. Work with the right team members on specific launch responsibilities.4. Ensuring cross-functional collaboration: Steered cross-functional teams across sales, service, product, software development, content, marketing, legal, operations, and finance. Evaluate ideas, motivate teams to meet deadlines, and ensure all-around alignment in the go-to-market process.5. Tracking launch progress: Define and set up measurement milestones, metrics, and key performance indicators (KPIs) for launch initiatives and activities.Achievements:1. Increased revenue acquisition by 300% for business fiber connectivity from RM7mil in 2021 to RM21mil in 2022.2. Pioneered first Cross Segment One-Maxis Go To Market Sales Program generating RM2.4mil worth of leads & opportunities in only 3 sales activities. 3. Program manage to acquire 350+ new business customers in one year. Show less

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  Malaysia airports

  Mar 2023 - now

  Operational excellence & guest experience

  Enhance the overall experience of passengers at the airport by managing and improving various touchpoints they encounter throughout their journey.1. Analyze the passenger journey: Identify key touchpoints and processes that can be improved to enhance the overall guest experience.2. Develop improvement strategies: Working closely with different stakeholders such as airlines, security, immigration, and retail partners to develop strategies that enhance the passenger experience.3. Monitor and measure performance: Implement tools and systems to track passenger satisfaction and collect feedback at various touchpoints.4. Collaborate with cross-functional teams: Collaborate with various departments within the airport, such as operations, marketing, and maintenance, to ensure a seamless guest experience .5. Implement passenger-centric initiatives: Propose and execute initiatives that prioritize passenger needs and comfort.Coverage Area:39 airports across Malaysia including 5 international airports. Achievements:1. Achieved Level 1 & Level 2 ACI World's Airport Customer Experience Accreditation program that builds airports' long-term capacity to enhance customer experience management for KUL.2. Activation of Open Gate Concept instantly enabling access to 509 seats in Terminal 2 Pier L for the comfort of passengers.3. Improved Digital Innovation (Ezpaz) Adoption by 100% by improving wayfinding and on-terminal marketing.4. 2023 - KLIA Airport achieved Top 10 airports in the world (>40MPPA Category)5. 2023 - Langkawi International Airport achieved Best Airport of 2 to 5 Million Passengers in Asia-Pacific. Show less