IT Project Manager, Contact Center Manager, Contact Center Operations Manager


Last Updated: 20th October 2019 (over 2 years ago)

Address
Malaysia

E-mail
Locked

Phone Number
Locked

Gender
Female

Age Range
35 to 44

Qualification Level
Masters

Languages
Arabic, English

Summary

14 years’ experience in Contact Center management, Training, Project Management and IT operations. Wide and proven experience in managing customers’ expectations/relationship, address customers issues/complaints to resolution within expected time, proactively foresee issues/risks and resolve before occur to minimize impact. Client service management, Operations management and escalation as part of Client Program Project Management. I have delivered multiple critical projects, fully Agile and adaptive to any changing environment and I’m a detailed person who believes in results. My career aspiration is to continue growing, enjoy the new challenges and learn new skills, gradually to own a successful company.
Masters in IT & ITIL Certified.

Education

University Malaya
Master of Information Technology

   Mar 2005
— Nov 2008

Experience

DXC Technology
Project Manager

   Feb 2018
— Current

Job Description:
 Manages customer project delivery with alignment to the Project Management Body of Knowledge by PMI
 Manages project financials ensure it does not exceed the planned cost otherwise to justify
 Manages business development identifies and develops new opportunities on current project
 Supports qualification and opportunity assessment for small straightforward opportunities
 Manages client relationships first level to mid-level client delivery relationships
 Manages project team internal as well as external resources/vendors with a team size less than 7 people
 Settle end-to-end procurement if the project require to ensure on time delivery, ensure all the details are correct : Delivery location details, Delivery contact details, timeline for the project and priority of the request
 Ensure the necessary PCR (Project Change Request) are raised to add or remove in the initial project scope whenever required
 Provide continues update to the stakeholders on the project progress, highlight the issues, risks in the weekly meetings
 Providing high standards of quality, building and maintaining effective work relationships with colleagues, and customers
 Manage project with Agile methodology

Achievements (Highlights):
 Ensured project deliverable's are met, by following up closely with the project team, take immediate decision, ensure clear and effective communication in place, raise flags when required & ensure we are within budget
 Ensured to deliver what is been asked with high quality for customer satisfaction and sustainability
 Worked closely with implementing team, coordinate things to ease their task, report to management team on weekly basis
 Completed 100% of the projects within the target date, cost and quality, and managed to satisfy customer and managers expectations, I did receive a lot of compliments
 Foresee issues and risks and provided immediate decision/actions to mitigate the impact
 proactively check the set schedules and get the missed tasks for a specific date replaced to other dates e.g weekends after seeking permission and agreement
 Provide detailed report to Team Lead with highlighted issues and suggestions/solution to overcome them
 Monitored closely the procurement process with the concerned team to ensure items are delivered on the right time for implantation and for overall project timeline
 Joined the global procurement team call every Tuesday’s and Thursday’s, to discuss the delayed cases and how to move them forward
 Joined conference calls when required
 Attended and addressed all ad hoc requests and manage them with sense of urgency to avoid project delays
 Followed up closely with the procurement team to get the quote on time. Follow up with regional procurement team on getting the Purchase Request raised and Purchase order release
 Working in Bank Environment and have handle many IT infrastructure projects such as setting up servers and many other, more examples can be shared during an interview session due to the data sensitivity.

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