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:
- 閩南語 (Mǐnnán yǔ) - Mother tongue
- 潮州话 (Cháozhōu huà)
- Bahasa Indonesia - Native
- English - Proficient
- Tiếng việt - Learning
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.
Industry
Insurance
Technology
Health & Nutrition
eCommerce
Logistics
Tools I've Worked With
Amazon Connect
Microsoft Dynamic 365
Php My Admin
Google Workspace
SNOW Ticketing System
Power BI
Power App
Power Automate
Power Query
CMS (WordPress & Joomla)
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
- Propose & Develop Zalo Chat Bot for Vietnam Contact Center with Amazon Connect integration which result in reduction of up to 200 contact volume per month which save up to 19.8 hours per month
- Propose & Develop WhatsApp Chat Bot for Indonesia Contact Center with Amazon Connect integration which result in reduction of up to 300 contact volume per month which save up to 43.6 hours per month
- Develop a new integration teams to Case Management which allow automated chaser to PIC save 14.32 hours monthly.
- Propose & Develop Web Based Case Management which help to save 6.26 hours monthly.
- NPS Optimization: Develop & Deployed chatbot/detractor-handling tool resulting in NPS improved from 68 to 84.
- Automated Contact Form CRM bot: Develop teams bot which replaced manual outbound call case tracking via excel into an interactive team’s bot allowing automated data capture which result in 0.78 hours saved per months (from Indonesia + Vietnam Market)
- Warehouse case management: WIP on development (new department) eta saving 4 hours monthly
Assistant Manager (Training and Quality)
September 2022 – May 2024
Genpact, Selangor, Malaysia
- Web Base Knowledge Base: Develop centralized knowledge repository over 100 ++ articles which help reduce AHT from 7 mins to 6.3 mins and Increase Quality scores from 90% to 93%.
- QA Coaching Automation: Implemented Power App to replace manual QA workflows resulting in coaching sessions rose from 44 to 117/month, with consistent real-time insights.
- Repeat Contact analysis: Initiate Repeat Contact analysis which helps to reduce 13% of repeated customers and increase NPS from 78% to 82% (Indonesia Market).
Training Supervisor
May 2020 – July 2022
Teleperformance, Penang & KL, Malaysia
- Revamp Training Session Outline: Reduce new hire training time from 100 days into 30 days by using The Jigsaw Methodology and Active Retrieval Methodologies in Andragogy.
- Re-create softskills module: Using 70-20-10 Model (or 3E Model) to change "classroom sitting setup" into formal (structure presentation) + experiential (Hands On) which reduce training time from 5 days into 2 days.
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.
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!