Manager to a team of Project Coordinators; who all manage projects for known clients on a global level. Highly motivated, with strong communication skills and able to multi task not compromising on quality of work. In the current company, I have developed a team, implemented numerous improvement projects which benefited the company, created documentation to encourage transparency of knowledge for all, self taught and trained teams on new systems and tools. Fast learner, passion for challenge.
Education And Qualifications
Bachelor’s Degree of Mass Communications (2005-2006)
Major: Public Relations
Kolej Damansara Utama
Diploma of Mass Communications (2002- 2004)
Manager – Client Programme Coordination (Nov 2011-Present)
Tungsten Network (formally known as OB10 Ltd)
Lead a team of 8 Coordinators who all work closely with Programme Managers, Campaign Managers and Service Delivery Managers (Project Teams) on client projects. Apart from managing the team, I too work closely with all 3 project teams and senior management on mostly high level, sensitive client projects. Have shared responsibility with Programme Managers to make certain all tasks are completed within the project timeline by using numerous CRM related tools and software, work closely with the clients on their enquiries and escalate or solve all critical issues or problems raised. In short, handle all projects and client management end – to – end. During the projects, be it in pre or post environments, I am required to attend conference calls, handle escalations with the relevant teams, conduct and prepare analysis on the progress and transactions of the project. Continuously looking out for areas of process improvements, preparing proposals and upon confirmation, write up documentations on it. Prepare and create ad hoc analysis or reports for clients and higher management and this requires the use of Excel of an advanced level. With regards to team management, I am responsible for their training and development needs, overlook and keep track of their client projects and ensure the entire operation runs seamlessly. Also, self taught on numerous software and systems which are then used daily for project tasks e.g cloud based document portal, web based communication tool, internal content management site.
Client Programme Coordinator (Mar 2010- Nov 2011)
Tungsten Network (formally known as OB10 Ltd)
Worked with 4 Programme Managers (PMs) on multiple client management projects. Communicated daily with the US based PMs via calls, emails, instant messaging, webex, and web chats to update, follow up and discuss on projects handled. Main responsibility was to coordinate multiple client projects simultaneously, make certain all tasks are completed within the project timeline, work closely with the clients on their enquiries, escalate when needed and solve all critical issues or problems raised. Was also responsible for certain areas of the project which involved decision making. Attended weekly meetings with various departments to highlight and raise up any concerns regarding client accounts i.e. support issues and forwarded improvement ideas. Also, conduct and attend weekly/bi-weekly conference calls with the clients to update on their progress with the project and company, inform them on any issues raised, provide and update on their supplier enrolment and transactions so far. Apart from the buyers, handle suppliers enquiries and issues that are directly channelled. Work with various tools and systems i.e. customer relationship management systems, load tools, and report systems. Handle all campaigns releases – from the creation of the campaign till the release to sales. Campaigns are created after all data has been confirmed by numerous parties, and then loaded to the system. Total of suppliers enrolled are between hundreds to thousands. Once done, the sales team has to be officially informed, email communications will be sent out to the suppliers and the status of the projects are closely monitored throughout their time with the company.
Create, generate and update daily/weekly campaigns, status and transactions reports to be sent to all buyers. Also, perform analysis on the reports according to the buyers preferences. This requires working mostly on Microsoft Excel. Other then Support related issues, raise tickets or arrange meetings with Web Operations/Development Team to bring up web related issues faced by the buyer or supplier. Constantly aware of any changes related to the business i.e charges, conversion rates, tax compliances, guidelines, service upgrades and new functions and services so that the knowledge can be transferred to internal and external clients when needed
Senior Executive (Nov 2006-Feb 2010)
Handling of Management Escalations which directly refers to cases escalated to respective office(s) of the Head of Customer Service, CEO, (Chief Executive Officer) and CMO (Chief Marketing Officer). Also worked closely with and handled cases received via MCMC, CFM, NCCC, KPKK, Legal and Regulatory, Ministries and the media within the company. Main responsibility entails manage and close all complaints/feedback escalated from the Ministries/NGOs mentioned above. This includes updating the ministries individual online portals, attending offsite meetings with the ministries and communicating with representatives of the said ministries on issues, if any, that affects consumers. Attended and responded to all correspondence and feedback escalated from customers and colleagues with regards to any complaints or compliments are in compliance with the company’s standard operating procedures and policies (SOPP) and to escalate the matter to the relevant higher authorities in the event of exceptions. Also, responsible in handling and closing URGENT and critical issues or problems and highlight to the Management consistently on a timely basis with recommended and proposed solutions/damage control and preventive actions and measures (if necessary). Have to respond on a timely basis to initiate solutions, corresponding to the complaints received (which includes arranging for tokens and other premium items as a gesture of goodwill to customers as and when appropriate), according to the turnaround time as set by the Management. Was given the decision rights to process, recommend and execute any refund requests by customers which will include raising the necessary adjustments. I had to consistently keep abreast with all latest information on the company’s product, services, marketing plans, procedures, and of any changes in the policies and standard procedures, so as to ensure that this related information are being communicated to customers with accuracy, and in a consistent manner. Following my observations and external client feedback, I was to provide ideas and constantly review how the correspondence unit can improve in reducing the turnaround time of replying to customers and increasing customer satisfaction. Most often, represented the management when handling irate customers who demand to speak/meet the Head of Customer Service/ CEO. This included customers who both call in or walk in to the headquarters
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