Creative Zone

Recognized for exceptional contributions, leadership, and dedication over a decade at Creative Zone, named as the first and only recipient of Person of the Decade Award in 2022.

Established and led the Offshore Team Division, resulting in a substantial reduction of no less than 30% in labour costs compared to local hiring practices.

Collaboratively managing and directing the Client Relations Team towards a strategic focus on cross selling Concierge Services, leading to a remarkable revenue increase of over 120%. 

Pioneered and implemented non-monetary initiatives, fostering employee engagement, creating  a customer-centric culture which has lead to a strong  4.9 rating with over 2000 positive reviews on Google. Furthermore, significantly enhanced the company's online presence across various social media platforms.

Spearheaded the deployment of essential tools and systems such as ZOHO Desk, Task Management, and ZOHO Learn, a pivotal way in driving operational efficiency, enhancing communication and collaboration, and fostering a culture of continuous learning within the organization.

Personally curated and launched a library of online learning (e-learning) materials for the benefit of all employees.

Currently leading a high-performing Client Relations Team (Onshore and Offshore), providing coaching and training to team members, resulting in improved performance metrics and increased team morale.

Performance Management and analyzed existing KRAs and KPIs to identify opportunities for improvement and alignment with organizational goals. Collaborated with cross-functional teams, including senior management, to redefine and refine KRAs and KPIs that effectively measured and tracked performance in line with the company's strategic objectives.

Client Relations and Servicing Manager

Implemented Offshore Division for the entire group from ground up. Reporting directly to the Managing Partners, currently acts as the Head of Offshore Division Implementation Team to:
        
Implement Standard Operating Procedures in the day-to-day operations of the company.

Coordinated with IT Team and respective vendors with the system and technological requirement of the project.

Streamlined reporting side to analyze the productivity, quality, and utilization rates which are significant to identify the feasibility of the project to the company.

Organized and implemented Training Department, introducing Learning Management System (LMS) for new-hire orientation and refresher training needs.

Liaised with Human Resources and Legal Teams to streamline the terms and conditions of joining of Offshore resources. 

Outlined and oversaw recruitment process with the Talent Acquisition Team when sourcing candidates, setting technological and technical experience requirements as needed in the project implementation.

Provided guidance to Team Leaders in ensuring a smooth facilitation of day-to-day operations.

Facilitated Product Refresher Trainings and Knowledge Checks, Customer Service Workshops which contributed to an achievement of 96% customer satisfaction rating, and a strong 4.8 Google Review Rating with over 1000 reviews.

Assisted the Head of Client Relations Management when handling escalations from Account Managers and Admin Executives.

Recruited, mentored, and developed Account Managers / Admin Executives / Compliance Officers / Receptionists, Drivers/PROs and nurture an environment where they can excel through encouragement and empowerment. 

Prepared/reviewed/approved Standard Operating Procedures (SOPs) to streamline every process and procedure in the company. 

Conducted periodic Performance Appraisals with Client Relations and Admin Executives to monitor and ensure performance indicators are met.

Client Relations Manager

Senior Operations and Client Relations Executive

Business Incorporation Zone

Oversaw key projects, processes and performance reports, data and analysis. Analyzed statistics and compile accurate reports for the Leadership Group/Senior Management Team’s reference.

Collaborated with different department heads such (Sales, Finance, and Marketing) daily in formulating and administering company policies; directing and coordinating all department activities to develop and implement long-range goals and objectives to meet business and profitability growth objectives. 

Worked closely with Marketing Team about on going and future Sales and Operations initiatives/promotions, client testimonials, proposal and link materials, website.

Coordinated with Finance/HR team with regard to service pricing, discount minimization; implements programs to address defaulted clients in collaboration with Operations Team.

Managed staffing levels and suggest recruiting if necessary, based on forecast.

Communicated customer issues with Operations Team and devise ways of improving customer experience, including resolving problems and complaints.

Implemented Rewards and Recognition Programs, Employee Engagement activities to boost morale of employees and improve customer experience further.

Maintained an orderly workflow according to priorities of Operations’ day-to-day activities (these are but not limited to emailers, spiels, templates, process flows/maps, Proposal, internal links, caveats)

Recruited, mentored, and developed Customer Service Executives / Admins/ Compliance Officers/Receptionists, Drivers/PROs and nurture an environment where they can excel through encouragement and empowerment. 

Identified any skills gaps in the organization and trains staffs to ensure that everyone is performing adequately in their role; ensuring key performance indicators are in place and company targets are met.

Headed the project implementation of CRM Portal in the organization; revisited workflows and automated process which can be incorporated in the system.

Customer Service Manager

Senior Customer Services Executive

CREATIVE ZONE Dubai

Creative Zone is a team of company formation specialists who have been part of the UAE business setup industry for the last 9 years. Having successfully setup over 2,500 companies since their inception in 2010, Creative Zone understands and appreciates the challenges and concerns people are faced with when trying to incorporate a new company in a foreign country. Creative Zone not only specialize in the handling and processing of all company documentation (everything from trade licenses to residency visas) but they also provide a business support platform of the highest calibre to their clients, helping them start their businesses off on the right foot. Creative Zone's expertise lies in the establishment of Free Zone, Dubai LLC & Offshore companies which in turn, allows entrepreneurs and start-up companies to focus on what's most important; starting their business and making it a success.

Administrative and Client Relations Executive

Glomacs Training and Consultancy

Composed and prepared written documentation and correspondence for the office; screens and evaluates incoming and outgoing correspondence and prepares responses as appropriate. 

Provided information by answering questions and request from internal clients regarding venue contracts, flight details and quotations, and purchase orders.

Implemented developed action plans for scheduled courses from inception to completion.

Maintained continuity of work operations by documenting and communicating needed actions to management; discovering irregularities; determining continuing needs.

Studied and analyzed current process flow by and develop new system by eliminating unnecessary areas of the process; factoring related cost and rate of return.

Coordinated the day-to-day management of supplies, equipment, and facilities for the organization, as appropriate, to include maintenance, inventory management, logistics, security, and related activities.

Administrative Coordinator

Majid Al Futtaim

Implemented strategic staffing solutions based on accurate shrinkage forecasts, ensuring optimal team performance and productivity.

Provided strong leadership, coaching, and management to a team of agents, resulting in enhanced individual and collective performance.

Successfully managed day-to-day operations, consistently meeting service delivery targets and maintaining high levels of customer satisfaction.

Conducted comprehensive performance appraisals, recognizing achievements and identifying areas for improvement, fostering professional growth among team members.

Proactively monitored and optimized real-time performance metrics, including queues, response times, abandoned sessions, and handling time, guaranteeing exceptional service delivery.

Cultivated a positive work atmosphere and team spirit through effective communication, guidance, and support, resulting in increased employee morale and productivity.

Skillfully addressed agent needs, concerns, and conflicts, resolving issues promptly and fostering a motivated and engaged workforce.

Actively engaged in collaboration with management, providing valuable insights and updates on accountabilities to drive operational excellence.

Provided valuable support to the Manager, assisting in various tasks and responsibilities to ensure seamless operations.

Played a pivotal role in designing and developing innovative initiatives aimed at improving overall operational efficiency, resulting in enhanced performance and customer satisfaction.

Team Lead

Teleperformance Philippines

Collaborated closely with the HR Department to drive excellence in internal and external recruitment and selection processes, payroll management, compensation and benefits administration, as well as employee engagement and corporate social responsibility initiatives.

Worked closely with the Workforce Management team to develop robust staffing plans, ensuring adherence to schedules and appropriate coverage for all micro teams.

Aligned closely with the Quality Assurance (QA) team to ensure exceptional customer satisfaction that exceeded client expectations.

Collaborated with QA Supervisor or Quality Analyst to ensure the effective implementation of quality processes throughout the organization.

Acted as the next escalation point for client-specific issues, providing swift resolutions and maintaining strong client relationships.

Made informed recommendations for additional staffing based on accurate shrinkage forecasts, ensuring seamless operations and service delivery.

Provided strong supervision, coaching, and effective management to agents, fostering their professional growth and enhancing overall team performance.

Conducted comprehensive performance appraisals for agents, recognizing achievements and providing constructive feedback for continuous development.

Proactively managed service delivery on the call center floor, monitoring real-time performance metrics such as queues, response times, abandoned sessions, and handling time to meet or exceed agent targets.

Exercised direct leadership, guidance, and support, creating a positive and productive work atmosphere that fostered team spirit and drove exceptional results.

Addressed agent needs, concerns, performance, motivation issues, and conflicts, fostering a supportive and engaged workforce.

Collaborated with the Workforce Management team to develop comprehensive training schedules for existing agents, ensuring adequate coverage and continuous improvement in service support.

Operations Team Lead

As a Client Relations and Servicing Manager at Creative Zone, I lead the Offshore Team Division that I established and implemented from scratch, resulting in a substantial reduction of no less than 30% in labor costs compared to local hiring practices. I have over 10 years of experience in managing and directing the Client Relations Team towards a strategic focus on cross selling Concierge Services, leading to a remarkable revenue increase of over 120%.

With a degree in Industrial Engineering and strong skills in problem solving, data analysis, and process engineering, I have successfully spearheaded the deployment of essential tools and systems, such as the Learning Management System (LMS) and the Standard Operating Procedures (SOPs), to enhance the productivity, quality, and customer satisfaction of the company. I have also pioneered and implemented non-monetary initiatives, fostering employee engagement and creating a customer-centric culture that has led to a strong 4.9 rating with over 2000 positive reviews on Google and a significant enhancement of the company's online presence across various social media platforms.

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