Experienced Projects Executive | APAC Contact Center Operations | Excellence in Customer Satisfaction & Operational Efficiency With over 18 years of experience in APAC contact center operations, I specialize in elevating customer satisfaction, operational efficiency, and scalable growth. My career spans e-commerce, telecom, finance, and social media, where I consistently drive performance through strategic vision, data-driven insights, and a commitment to excellence. As Manager of Customer Retention and User Growth at GmoneyTrans, I leverage AI-driven analytics and Salesforce CRM to enhance engagement, personalize experiences, and boost loyalty. This focus on data-backed strategies has significantly increased customer retention and satisfaction, creating measurable value. At Transcosmos Malaysia, I expanded project scope from 80 to 1200 and implemented quality frameworks and resource optimization that streamlined operations, reduced costs, and elevated service levels. Leading with innovation, I utilized AI and process automation with tools like, Sales force, Powe BI JIRA and Tableau to drive efficiencies, achieving sustained client satisfaction. Additionally, I manage the complete employee lifecycle—from hiring to retention—ensuring alignment with client needs and organizational goals. Key Achievements: Operational Excellence: Achieved streamlined processes and 15% cost savings through quality frameworks and resource optimization. Project & Client Growth: Scaled projects from 80 to 1200 while enhancing client engagement and satisfaction. 12 Million Yearly's Revenue sustained. Employee Satisfaction & Growth Improved 3.3 to 4.4 out of 5 by aligning lifecycle management with business expectations. Tools & Technical Skills: Project & CRM Tools: Salesforce, JIRA, Data & Analytics: Tableau, Power BI, Google Analytics Process Improvement & Automation: Core Competencies: Project Planning, Client Engagement, Employee Lifecycle Management Through a focus on operational excellence, I empower businesses to grow rapidly, exceed client expectations, and achieve sustainable success in a globally connected market.