Oliver Joshua

Experience

• 

  SRG Asia Pacific Sdn Bhd

  Sept 2003 - Dec 2015

  Operation Manager - Customer Experience & Sales

  > As Site Leader, I have full operational responsibility for SRG's 200-seat call center, including 24/7 monitoring and KPI delivery for 15 team leaders and a total operational workforce of 200.> I oversee operations for five concurrent accounts across diverse industries, including telecommunications, international directory services, and insurance.> I provide program analytics to senior management and clients, utilizing daily, weekly, and monthly productivity and quality reports to drive solution enhancements.> I develop strategic end-to-end plans for all outbound campaigns to ensure consistent achievement of program targets and operational goals.> I serve as the deputy decision-maker, ensuring the efficient and productive execution of all outbound programs in close collaboration with support teams and external departments.> I simultaneously manage over five diverse campaigns and accounts with varying products and services, engaging with multiple client stakeholders and addressing specific KPIs for each campaign.> I have experience establishing sales project environments. Show less

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  Hong Leong Bank Berhad

  Mar 2016 - now

  Senior Operation Manager - A.I & Customer Experience

  > Spearhead CX growth and drive AI-powered digital transformation initiatives.> Manage alternative customer communication channels, including social media and chat services.> Drive customer satisfaction to achieve divisional goals.> Oversee daily operations and guide the department in fulfilling the company's vision and mission.> Optimize organizational efficiency, productivity, and performance by ensuring seamless operational execution.> Prioritize customer experience, client satisfaction, employee experience, and adherence to standards and best practices.> Cultivate a supportive environment with robust systems and processes that foster business opportunities.> Enhance the effectiveness and efficiency of support services through functional improvements, enhanced coordination, and streamlined communication. Show less