WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
I am a 29 year old Malaysian based in KL; I’m motivated to constantly develop my skills and grow professionally. Currently a Program Manager, with experience in Operations, Quality & Training.
• Spearhead delivery of projects launched from Client Change Management team to Kuala Lumpur site and identified areas for risk mitigation • Establish external review process across all projects delivered from Client Change Management team • Liaised with internal stakeholders to guarantee smooth transition of launched projects, resulting in a 95% customer satisfaction score. • Manage expansion plan for growth for 3 of Client’s key accounts across Kuala Lumpur to ensure smooth recruitment pipeline is built and attrition is forecasted accurately to meet client long term headcount requirement
• Managed 20 analysts to ensure accurate implementation standards are applied on client’s platform. • Collaborated with upper-level management to streamline protocols & procedures ensuring efficient daily operations, resulting in an increase of market quality performance of 90% and above. • Delivered innovative training sessions for new team members to effectively develop their content management & moderation capabilities
• Oversaw and mentored team of 10 quality analysts to maintain high-level quality standards, yielding 63% fewer errors within 6 months. • Collaborated with internal cross functional teams to develop roadmaps towards process & system optimization, leading to overall increase of 20% operational efficiency improvement. • Spearhead quality performance of the Malaysian, Vietnamese and Sri Lanka Markets to meet client's vendor quality targets of 90% and above
• Handled digital marketing campaign approach • Executed paid advertising channels (Google Adwords, Facebook • Ads etc.) and SEO • In charge of generating business development leads • Prepared pitch decks for clients • Assisted with CRM and admin work when needed