Hariz Hassan

Hariz Hassan PROFILE SUMMARY Experienced Manager with over 14 years of successful experience in Support within traditional BPO, Cloud BPO and in-house contact center. Recognized consistently for performance excellence and contributions to success in multiple industries such as IT, Banking, Medical, and startup (3 companies). A clear understanding of the business process, customer support, and strategic planning, backed by training in COPC and Six Sigma. Enthusiastic and eager to contribute to team success through hard work, attention to detail, and excellent organizational skills. Excellent reputation for resolving complex problems, improving customer satisfaction, and managing cross-functional teams within the company. SKILLS Organization and Time management Complex problems analysis and Process Improvement Board of directors support Strategic planning and execution Operations support and management Handling multiple departments / projects Effective and natural leader Reporting & Analytics Skills Cost analysis and savings (P & L) COPC & Six Sigma CAREER HIGHLIGHTS Awarded Certificate of Merit – Special recognition for developing a technology tool for Microsoft and HP 14 years experience in Service and Support; with 8 years managerial experience across multiple industries Experienced managing up to 469 headcounts within 3 cross-functional departments Experienced managing 100% distributed teams, remote teams, and typical brick and mortar type Well-versed in both startup and corporate environments PROFESSIONAL EXPERIENCE Project Lead – Service Delivery | Talent World Group Plc (Feb 2020 – Feb 2021) Managed team of 28 employees, overseeing the hiring, training, and professional growth of employees. Lead a post-sales support via email, chat and call for Unsold.com, a US based travel / hospitality company. Acting Regional Project Director for 2 projects within Service Delivery team. Ad-hoc projects and achievements: 1. Automations and Process Improvements Live Chat Implementation: Created the end-to-end process including chatbot automation using FreshDesk Product improvement: Identified product level improvements using SWOT Analysis, automation and overall UI/UX level improvement for the client which increased the sales by 18%. Follow Up process: Improves overall ticket management with a leaner and more improved process and significantly improved the CSAT response rate from 25% to 65% and increased the CSAT % from 55% to 83% Reduced the number of incoming tickets by 30% (Duplicate ticket process) Identified the opportunity for creating an escalation queue and increased the billable monthly HC cost by 10% monthly for the company. Payment Gateway: Reduced the number of payment error by 8% due to process analysis 2. Agent Level Improvement Reduced the number of errors per transaction by 15% after the introduction of bi-weekly quizzes and QA Process Training Academy Module: Contribute to Training Academy module for the company Customer Support Manager – Global Helpdesk | GBG Malaysia Sdn Bhd (July 2019 – Oct 2019) Head the Customer Support department for APAC & ANZ, reporting to Global Helpdesk Manager in the UK. Reporting line of 6 in Kuala Lumpur (Malaysia), 3 in Melbourne and Canberra (Australia), and 1 in Chester (England). Ad-hoc projects and achievements: Implemented the “Phone Support” for the APAC/ANZ support that includes call flow, scripts, and QA scorecard. Developed the Escalation Matrix and APAC/ANZ Helpdesk SOP. Developed the NPS for Support structure and integrated it with the company's NPS to improve the overall Customer Experience. Developed the Onboarding process for APAC Helpdesk Support. Worked on Project migration of integrating the support function into the Global Helpdesk Support for two newly acquired companies by GBG. Service Operations Manager – Customer and Partner | Foodpanda Malaysia Sdn Bhd (Nov 2017 – Dec 2018) Managed 3 departments (24/7/365) within the APAC Support Center: Customer Service (supporting chat, email, and Social Media), Vendor Service (supporting calls and emails), and APAC IT Service Desk (supporting service request, emails, and instant messaging). Managed team of 469 employees in 3 cross-functional departments with a direct report of 30 Team Leaders and 4 Sr Team Leader; with an indirect report of 235 CS agents and 200 VS agents. Ad-hoc project and achievements: Transforming SSC APAC into KL IT Hub: Moving IT Hub from Germany to KL which involves decision making on vendors related, asset management, and IT Procurement for the entire APAC SSC. Handled P&L for all 3 cross-functional departments. Develop the APAC IT policy in accordance to GDPR. Created an Escalation Team: Improve escalation Response Rate from 23% to 98% (Target 90%). Employee Satisfaction Survey: Revamp the question to cater to contact center-specific as well as develop and implement a high-quality work environment as measured through employee satisfaction ratings. Department ratings improved from 5.9 to 8.2 (Target 8.0). Onboarding/Offboarding Employee: Create the entire process and coordinate it with HR and the IT team. Develop and analyze the Net Promoter Score for the company which consists of analyzing the data and improving the service for 6 countries. Successfully reduced the hiring of foreign workforce hiring by 40% due to a process level analysis for the Customer Service Team. Self-Help tool & Chatbots project: 25% headcount cost reduction (Dec 2018). Develop the Annual Appraisal system: Successfully reduce churn rate to 4.5% (Target 5%). Introduce new KPI scheme using SMART framework which successfully increased overall performance across 3 departments (Nov 2017 – Dec 2018): a) CS Department: Chat - 33% to 85% (Target 70%) and CS Department: Email - 17% to 80% (Target 70%) b) VS Department: Calls - 50% to 89% (Target 70%) c) Service Desk Department: Response Rate – 99.3% (Target 95%) and Service Desk Department: SLA – 97.5% (Target 95%) Problem Manager – Global Problem Management | Standard Chartered GBS (Jan 2017 – Oct 2017) Responsible for Root Cause Analysis (RCA) for Medium, High, and Critical incidents. Notable RCA: Created the WannaCry Ransomware RCA for the entire bank Lead – Technical Support Center (Remote Support Supervisor) | Carefusion (M) 325 Sdn. Bhd (Oct 2013 – May 2016) Responsible for the day-to-day service delivery within the contact center - Technical Support Team, Remote Support Team - Network Operation Center Team (NOC), Remote Server Deployment Team. Interim Technical Support Manager from November 2014 – May 2016. Ad-hoc project and achievements: The business transition from San Diego (United States) to Kuala Lumpur (Malaysia) – Responsible for resources planning and hiring, setting up metrics, KPI (using SMART framework), and goals aligned with the Business Plan, and worked accordingly within the approved budget. Knowledge Base Project – Developed a KB tool for the Remote Support (NOC Team). Setup the Technical Support processes and guidelines for the Remote Support team based on HIPAA regulations. Lead and developed the Network Operations Monitoring Alerts Workflow for the Dashboard Monitoring System which improved: a) Response Rate (Turn Around Time) – 73% (2014), 86% (2015) and 93% (May 2016) b) SLA – 63% (2014), 75% (2015) and 92% (May 2016) c) CSAT – 70% (2014), 81% (2015), 98% (May 2016). Lead – COPC (Shared Services) | Maybank Group Sdn Bhd (March 2011 – May 2013) Supervise a team of 13 Quality Monitoring Analysts and 1 Quality Monitoring Team Lead for the entire contact center. Ad-hoc projects and achievements: Transaction Monitoring, Employee Satisfaction Survey, and Performance Improvement Plan – Design the process and framework for the entire contact center. Managed quality assurance program as well as the COPC project, including on-site evaluations, internal audits, and customer surveys. Malaysian Government Green Initiative project: Transformed the paper-based scoring method into e-learning. Transformed the paper-based KPI calculation and integrated it with the entire bank HR system. Operation Engineer | Microsoft (M) Sdn Bhd (Oct 2010 – March 2011) 6 months nonrenewable contract due to the final phase of the project before transitioning back to Redmond, USA. Managed the Incident Management for Microsoft Global Partners, clients, and vendor's relationship globally. Technical Team Lead/Trainer | Datacom Southeast Asia Sdn Bhd (March 2008 - Oct 2010) Lead a team of 13 Technical Support agents as well as responsible for the training delivery across ANZ and APAC Call Center. Managed the account for Microsoft and HP Technical Support. Ad-hoc projects and achievements: Coordinate training delivery for Windows 7, Internet Explorer 8, and Microsoft Office 2010 Lead multiple projects for Microsoft and HP Technical Support, which successfully reduced the AHT by 10% Case Titling Project – Developed a tool to integrate with Microsoft CRM to assist the support agents. Windows 7 Readiness Project – Training delivery for all support agents. Internal Technical Support Knowledge Base Project – Author and approver for all internal technical articles. Online Quiz System – Developed an internal e-learning tool for the contact center. Agent Guide Project – Developed a multifunction troubleshooting tool to assist the support agents while on call. Technical Support Specialist (ANZ Support) | Dell Asia Pacific Sdn (Apr 2007 - March 2008) Provide Phone Support for all Dell products support such as desktop, laptop, printer and accessories support EDUCATION Diploma in Computer Science and Information Technology - Entrepreneur Development Institute, Malaysia Graduated with 3.7 CGPA Dean’s List recipient (2004) PROFESSIONAL CERTIFICATIONS AND TRAININGS 2021 – Leadership – LinkedIn Learning 2010 – Six Sigma GREEN Belt Training 2021 – Strategic Thinking – LinkedIn Learning 2011 – Certified COPC: Best Practice in Quality – COPC Inc 2019 – Managing a Customer Contact Center - LinkedIn 2010 – Certified (Internal) COPC Coordinator – Datacom SEA 2016 – Certified Six Sigma White Belt – MoreSteam OTHER INFO Last Drawn: 2000 EURO Expected Salary: USD3000 Availability: Immediately Reference: Upon request