Experience

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  Paragon icc , a playtech company

  Jun 2012 - Sept 2016

  Sales and customer service manager

  Established team & Managed employees with sales orientation to provide service to customers around the world.Increases operational efficiency through daily management of the department activity and implementation of new procedures to achieve company’s KPI’s and goals.Planning, implementing and executing gaming sales and service activity.Responsible for financial results of the gaming division.Recruited and trained new agents on customer services & sales orientationMaintained the knowledge base by creating refresher trainings, daily briefing, and case studies.Analyzing and strategically planning the department's daily/weekly/monthly performance. Show less

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  Six sigma ph

  Nov 2015 - now

  Six sigma black belt consultant

  Provide insights and recommendations to clients on how to eliminate COPQConducts talk and training to multinational companies about Lean Six Sigma, Change Management, Design Thinking, and other continuous improvement topics.Assist in creating strategic company road maps with varying themeHandles process re-engineering projects to eliminate process waste and incorporate possible Digital interventionsEnsures Lean Six Sigma (Project Managers) talent replenishment by mapping out an efficient succession planningCoaches, trains, mentors Senior Leadership and Six Sigma/ Change Management/ Quality/ Continuous Improvement professionals with Lean Six Sigma/ Process Improvement tools and methodologies Show less

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  Genpact

  Sept 2016 - Mar 2017

  Manager, lean digital transformation - six sigma black belt

  Analyzes current operational context of different LOBs and use as basis for continuous improvement project recommendationIdentifies, mitigates, and establishes action plans in preventing operational riskConceptualizes revenue generating roadmap in multiple LOBs based on client priorities and ensure its effective executionHandles set up of new account, transition, and aid in their stabilization.Ensures Lean Six Sigma (Project Managers) talent replenishment by mapping out an efficient succession planning Show less

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  School of design sprint

  Mar 2017 - now

  Program director at school of design sprint

  At School of Design Sprint, we aim to promote sustainability of business by equipping company owners, executives, innovators, employees, or ordinary people using Design Sprint Methodology - a combination and upgrade of UX and Design Thinking, ensuring development of products or service that people wants to use.Our certification program guarantees that you have gained masteries in applying the tools to bridge customers and the business, generate creative ideas, and make concepts into viable products or service that will lead to a substantial Return-On-Investment. . All of these will be through our refined concept of learning through simple and practical approach. By the end of the program, you'll have the right knowledge and process to drive practical, hi-impact innovation inside your organization.The methodology promotes rapid innovation and enhancement of customer experience through combination of tools and be able to come up with a prototype, gaining customer feedbacks in even less than 5 days! Show less

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  Fortuna entertainment group

  Dec 2020 - Oct 2023

  Group customer experience manager

  Leads and manages a department that has the role in training, quality improvement, and digital transformationIdentifies, implements, and maintain AI solutions, Machine Learning, RPA, and other similar digital interventions in Customer CareCreate meaningful reports for Customer Care Operations using SQL and PBI.Provide insights and recommendations to Local CS on how to improve customer experience through process improvements or digital solutionsConducts training and mentorship when necessary about Lean Six Sigma or Design Thinking practicesParticipates in creating and executing strategic company road maps in Customer Care domainHandles Six Sigma and/or process re-engineering projects to eliminate process waste and incorporate possible Digital interventions Show less

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  Playtech managed services

  Oct 2023 - Jul 2024

  Head of bi and customer experience

  Strategic Leadership: Leading a team of Business Intelligence, Customer Experience, L&D, Quality, and Product Management to align with and enhance organizational goals and delivery.Innovative Problem Solving: Pioneered the unique combination of Lean Six Sigma and AI driven process improvement and transformation to solve complex operational challenges.Value Generation Roadmap: Spearheading the development and execution of a roadmap focused on client revenue and operational cost savings.Operational Excellence through Data: Led the creation of in-house Database Management System to serve as foundation to Six Sigma Project Prioritization and report automation in PowerBI to drive data-driven decision-making and uncover value-driven opportunities.CX Enhancement: Personally facilitates higher-level management workshops for process improvements and digital transformation strategy to boost ROI and customer satisfaction, using Lean Six Sigma and Design Thinking.Lean Mentorship and Team Development: Conducting Lean Six Sigma and Design Thinking training to middle management, to promote a culture of continuous learning and improvement.Product Innovation and Management: Overseeing the development and management of AI chatbots, email, and voice bots, ensuring products align with market needs, operational needs, and customer expectations.Communication Platform Oversight: Managing the deployment and integration of communication platforms like Zendesk and Dynamics 365, to enhance customer interaction and service efficiency. Show less

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  Flatworld solutions

  Aug 2024 - now

  Director of business excellence

  Spearhead strategic initiatives focused on business process improvement (BPI) and operational efficiency across the organization.Lead and manage teams responsible for Quality, Training, and Workforce Management.Develop and implement strategies to optimize business performance, including workforce analytics, quality management systems, and training programs.Foster a Six Sigma culture by initiating training, mentoring projects, and designing audit plans.Lead and facilitate identification of process improvement opportunities and implementing RPA or process re-engineering solutions.Ensure Operations alignment with SLAs and solving operational challenges through process and digital transformation activities.Drive continuous improvement in operations using Lean and Six Sigma to enhance service quality and customer experience.Ensure adherence to regulatory requirements and internal policies by conducting regular compliance audits and implementing corrective actions as needed. Show less