Muhammad Haris

Experience

• 

  KQL Developer

  Jan 2007 - Jan 2013

  Private Tutor

  Helped students to develop their skills in Mathematics, Chemistry, Physics, English, and Creative Writing.

• 

  BMW Pakistan - Dewan Motors

  Feb 2010 - Jan 2013

  Sales and Marketing Executive

  Managed client's expectations and on-time delivery of products with taxation, warranty claims & service. Built corporate relationships in order to assist in expanding the market potential.

• 

  Singtel

  Jan 2013 - Jan 2018

  Handling of complex escalations to ensure a high standard of service is delivered to customers with the management of internal & external stakeholders by providing support for the improvement of projects and commitments requiring an understanding of customer service practices and procedures. Supervised, coached & trained 300 employees to maintain high customer satisfaction, service level achievements & other KPIs with escalation management within timely manners. Resolved 80+ inquiries daily without any valid complaints. Consistently met overall performance milestones and achieved all upselling objectives.

  • Senior Digital Operations Executive

    Jan 2014 - Jan 2018

  • Line Trainer/ Floor Supervisor

    Jan 2013 - Apr 2014

  • Customer Care Officer

    Jan 2013 - Jul 2013
• 

  Digi Telecommunications

  Jun 2018 - Jan 2019

  Senior Product and Operations Manager

  Lead, managed & expanded digital products line including daily operational excellence & compliance for CX, Sales & Finance with the sensitive turnaround time for direct operator billing, online gaming, micropayments for digital goods, digital music/video, VoIP, OTT apps, mobile advertising, cloud productivity/business services to enhance CX and reduce MCMC escalations.

• 

  HappyFresh

  Nov 2019 - Sept 2022

  Head Of Customer Experience & Service

  Lead and developed omnichannel support strategy, SOP, metrics, and mechanism to deliver best-in-class service by fine-tuning service delivery metrics, including SLA, CSAT, NPS, FCR, VOC, AHT, CES, OTP, compensation policies, QA, UAT, and manpower efficiency. Drove automation in every part of the customer experience life cycle with descriptive, diagnostic, predictive & prescriptive data analytics to improve pre & post-sales procedures including payment related.

• 

  Telekom Malaysia

  Feb 2023 - now

  Assistant General Manager Unifi Operations

  Leading entire Unifi contact center/ call center Operations in Malaysia physically & remotely with 1500+- headcount at different locations in collaboration with multiple Group & C level stakeholders in line with MCMC, ISO 9001 and other industry standards by enhancing overall quality, empowerments, experience and satisfaction for consumers as well as clients by executing improvement initiatives with involvement in UAT/SIT. Strategically overseeing HR functions with establishment of Training & Process functions to drive cost management strategies by increasing staff competencies. Tunjukkan kurang