I have been in contact centre industry for the past 19 years. My core competence is in the contact centre operations vertical, where I have worked as well as managed various Enterprise and Government (E&G)accounts in Malaysia. From a call centre agent to Assistant General Manager of Operations & Operations Support ( managing Inbound & Outbound), has enabled me to obtain and utilize various industry best practices. Various BPO industry certifications such as COPC,ITIL, PMP and Diamond Leader Master Class has enabled me to deploy projects to global standards. Thus it has also enabled me to share my knowledge with my team that has inspired us to deliver stringent SLA& KPIs set by the E&G clients in the organization. I am also keeping myself equipped and engaged with the evolution of Contact Center which is from traditional to Digital channels. The recent pandemic had also played a vital role in a way to force us to change the way we work, where Contact center was always seen as a role to be working from office and now working is home is the new norm. The added value for this industry every activity is being tracked and the data speaks by its own. The evolution of this industry had also made me to work on new business model instead of following the old school approach of FTE/ Headcount. It is all about Customer Success Journey which is having positive memory to BPO player, client and end users.
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