About
Jefri brings over 5 years of robust experience in the Learning and Development domain, showcasing proficiency across diverse facets of the Outsourcing industry. His expertise spans Learning Design, Operations, Process Improvement, and Project Management, rendering him adept in navigating the complexities of the field.
Having provided invaluable support to a spectrum of portfolios encompassing Insurance, IT, Health and Nutrition, Logistics, and eCommerce, Jefri excels in both Non-Voice and Voice programs. His proven track record demonstrates success in performance management, driving revenue growth, strategic planning, and optimizing business operations.
Jefri is committed to fostering operational excellence through meticulous process improvement, enhancing efficiency and capability. His unwavering dedication to overall execution underscores his ability to impressively contribute to any professional endeavor.
Contact Center Manager - Operation - Training and Quality.
Lean Six Sigma Green Belt || Experienced Operation Manager Driving High Performance and Growth.
- Website: breadandletters.com
- Phone:
- City: Selangor, Malaysia
- Certification:
- Front Line Manager - Genpact
- Green Belt - Digital
- Degree: Bachelor Degree of Marketing
- Email: [email protected]
- Language:
- 福建话 (Fújiàn huà) - Mother tongue
- 潮州话 (Cháozhōuhuà)
- Bahasa Indonesia - Native
- English - Proficient
Resume
Embark on a journey through Jefri's professional history, where each role has contributed to shaping expertise and skills. From impactful contributions in Outcourcing Industry to spearheading key initiatives, explore Jefri's career milestones and the value added to each organization.
Achievement
Training and Quality
- Developed Quality Form Automation, resulting in a 25% reduction in audit handling time.
- Implemented an automated coaching form, significantly increase coaching numbers from an average of 25 to 130 per month.
- Established a dispute system to ensure more accurate scores and implemented a check and balance system for Total Quality Assurance (TQA).
- Initiated Knowledge Management hosting over 100 articles, leading to a reduction in Average Handling Time (AHT) from 7 minutes to 6.3 minutes.
- Reinvented soft skill modules by incorporating Adult Learning Methods.
- Redeveloped training curriculum, reducing training time from 100 to 30 days.
- Introduced virtual lab activities to support Work From Home agents.
- Nominated as a lead trainer for startup logistics projects.
- Assumed the role of project manager for new Customer Relationship Management (CRM) development tools.
Industry
Insurance
Technology
Health & Nutrition
eCommerce
Logistics
Tools I've Worked With
AWS - Amazon
Microsoft Dynamic 365
Php My Admin
Google Workspace
SNOW Ticketing System
Power BI
Power App
Power Automate
Education
Bachelor of Arts (Hons) Marketing, Marketing
2013 - 2015
UCSI University, Kuala Lumpur, Malaysia
Elected as Vice President of Management of Student Association (2014 - 2015)
Bachelor's Degree, Business Information System
2011 - 2012
Asia Pacific University of Technology and Innovation (APU / APIIT), Kuala Lumpur, Malaysia
Selected as one of the Technical Assistant Trainee
Professional Experience
Contact Center Manager - Operation
July 2024 – Present
Genpact
- Oversee daily operations and manage a team of supervisors and agents.
- Monitor and analyze performance metrics to identify areas for improvement.
- Use data and analytics to drive decision-making and optimize workflows.
- Oversee the implementation and maintenance of contact center technologies and tools.
- Ensure systems are up-to-date and functioning properly.
- Communicate operational updates and performance reports to senior management.
- Collaborate with other departments to align on company goals and initiatives.
Assistant Manager (Training and Quality)
September 2022 – Present
Genpact, Selangor, Malaysia
- Strategize and orchestrate the development, execution, and assessment of comprehensive training programs across diverse departments.
- Establish and uphold stringent quality standards through regular audits, instigating improvement strategies to elevate overall performance.
- Guide and inspire a team of trainers and quality assurance professionals, cultivating a collaborative atmosphere that encourages high-performance outcomes.
- Take charge of special projects associated with training initiatives or quality enhancement, ensuring seamless execution and tangible results.
- Collaborate closely with Human Resources to enhance onboarding processes and facilitate ongoing employee development.
- Address and resolve escalated issues pertaining to quality concerns or training obstacles, ensuring swift resolution and maintaining operational efficiency.
- Articulate timely and insightful updates on training progress, quality metrics, and performance reports to pertinent stakeholders, fostering transparent communication and informed decision-making.
Training Supervisor
May 2020 – July 2022
Teleperformance, Penang & KL, Malaysia
- Oversee a spectrum of dynamic training programs, spanning ILT, web-based seminars, activity workshops, focus group discussions, and LMS eLearning materials.
- Conduct Training Needs Analysis (TNA) in collaboration with stakeholders, analyze Training Competency Descriptions (TCDs) with respective functions, and craft impactful training content in partnership with clients.
- Provide tailored training support and career pathing for Learning & Development (L&D) specialists through individualized evaluation and development plans.
- Manage Kirkpatrick-based training effectiveness, employing a blend of quantitative and qualitative KPIs to assess performance over 30, 60, and 90 days post new-hire training.
- Strategize and orchestrate the development, execution, and assessment of comprehensive training programs across diverse departments.
- Establish and uphold stringent quality standards through regular audits, instigating improvement strategies to elevate overall performance.
- Guide and inspire a team of trainers and quality assurance professionals, cultivating a collaborative atmosphere that encourages high-performance outcomes.
- Take charge of special projects associated with training initiatives or quality enhancement, ensuring seamless execution and tangible results.
- Collaborate closely with Human Resources to enhance onboarding processes and facilitate ongoing employee development.
- Address and resolve escalated issues pertaining to quality concerns or training obstacles, ensuring swift resolution and maintaining operational efficiency.
- Articulate timely and insightful updates on training progress, quality metrics, and performance reports to pertinent stakeholders, fostering transparent communication and informed decision-making.
Product & Process Trainer
January 2019 – April 2020
Teleperformance, Penang, Malaysia
- Plan, meticulously design, and seamlessly deliver diverse training sessions, encompassing induction, upskilling, and cross-skilling initiatives for both new and existing team members.
- Customize curriculum to align with project requirements and timelines, ensuring targeted and effective training experiences for new hires.
- Vigilantly monitor and report on new-hire performance during the critical first 90 days, identifying areas for improvement and optimization.
- Conduct thorough knowledge checks based on MSV (Minimum Serviceable Value) and QA (Quality Assurance) findings, ensuring a comprehensive understanding of the materials presented.
- Effectively communicate with diverse audiences, providing clear information and clarification on training programs, actions, policies, procedures, and best practices.
Skills
Equipped with a dynamic skill set, Jefri brings a blend of technical prowess, creative thinking, and adaptability. Explore his diverse skill portfolio below to gain insights into the strengths He brings to the table.
Projects
During my time with the organization, I have initiated, contributed to, and developed several key projects, including the following:
- All
- Web App
- Dashboard
- Overall Process Excellence
Hobby
Beyond the professional realm, I find joy and fulfillment in various hobbies that contribute to my holistic well-being. These activities not only serve as a source of relaxation but also play a crucial role in fostering creativity, resilience, and a balanced lifestyle. Let's delve into the diverse range of hobbies that add vibrancy to my life.
Hiking
Nan Shan Hill || MoonGate || Freedom Hill || Pantai Eshan || Bukit Hijau || Bukit Jambul || Fig Hill || Zi Zai Hill || Gertak Sanggul Trail
Exploring Exotic Food
Tiết canh || Trứng vịt lộn || Cá sấu nướng || Stir Fry Snake Meat with French Bean
Testimonials
Adeka Siregar
Team Leader - Convergys - MS - U&R South East Asia (Given on July 2018)
Jefri is both very bright and quite motivated. I am confident that he will devote himself to a position with a high degree of diligence. He is a quick learner and has shown the ability to digest large volumes of information.
Kenneth Gan
Account Manager @ Client Services - Teleperformance Malaysia (Given on August 2022)
Jefri is definitely an asset to any company. He always perform to his best to meet clients' demand and ensure he delivers back to the trainees. He is responsible as he always check with the team making sure they are on the correct track. He is a committed person, therefore it is so easy to work with him.
Sabrina Jane
Training Manager - Teleperformance Malaysia (Given on August 2022)
Jefri is one of the most patient and organized Training Supervisor I have worked with. His passion for Tech combined with Training, makes him an excellent Training supervisor. If you asked those who reported to him, they would definitely say that they missed working with him as their leader and mentor. At TP Jefri played a big part in launching several projects successfully. Sometimes you may find Jefri's expression blank, but this is his way of coping with stress and also working well under pressure. Always cool and confident!