I has been in the Workforce Optimization (WFO) industry for the past 4 years providing a wide array of consulting and training services in the WFO Segment across ASEAN. I has fast-track himself in this the WFO space certifying himself in CCQM a Quality Monitoring certification program and also with the experience in key spotlight deployments in vertical markets such as Financial, Insurance, Telecommunication and more. I'm specializes in providing consulting services in the sphere of Quality Monitoring and Workforce Management covering key topics such as “QM Calibration & Design”, “Agent Empowerment and the Unhappy Customer” and “Effective Forecasting and Trending’s”. Enterprise and Commercial Activities: Indonesia, Pay TV. Complete an end-to-end consulting services for a leading Pay TV & Broadband provider in Indonesia. This contact center comprises of 600 seats with VoiceCyber Recording, Quality Monitoring and Teleopti Workforce Management. Courses that have been conducted would be quality monitoring planning and design and workforce optimization of scheduling and intraday management. Malaysia, Financial Institution Bank. I has conducted a comprehensive Workforce Management deployment with a large bank in Malaysia comprising of 100 seats, working with them on the call patterns and the best market practice for Intraday Management and scheduling based on their call patterns.