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Work Background
Self-employedCo-Founder
Mar. 2024I co-founded a transportation and logistics business focused on providing premium airport transfers, chauffeur services, and tours across Malaysia. I lead strategic operations, market expansion, and customer engagement, applying my extensive expertise in managing teams, business units, and operations. In addition, I offer consultancy services and project paper writing for telecommunications and IT companies. I assist businesses in optimizing processes, developing strategic plans, and implementing innovative solutions to drive efficiency and growth. My deep industry knowledge, coupled with 26+ years of experience, allows me to deliver high-impact solutions that meet evolving business needs. Key Strengths: Leadership in Operations & Business Unit Management
Expertise in Telecom & IT Strategy Development
Process Optimization & Team Building
Strategic Project Consultancy
Artanis Cloud Sdn BhdChief Operations Officer
Dec. 2021 - Apr. 2024Shah Alam, Selangor, MalaysiaLed the operations team and managed the day-to-day business operations, including finance, human resources, marketing, sales, and customer service, across multiple locations. Developed and executed strategic plans that aligned with business objectives, market trends, and customer needs, resulting in increased revenue and profitability. Implemented process improvements, cost controls, and performance metrics that resulted in increased operational efficiency and reduced costs. Collaborated with cross-functional teams, including engineering, design, and product management, to ensure seamless integration of operations with product development and delivery.
Established and maintained strong relationships with key stakeholders, including customers, vendors, partners, and investors, to drive business growth and expansion. Conducted market research, competitive analysis, and customer feedback analysis to identify market opportunities, customer needs, and product gaps, and implemented corrective actions as needed. Developed and maintained strong partnerships with regulatory agencies, industry associations, and other stakeholders to ensure compliance with regulatory requirements and industry standards. Mentored and coached the operations team and implemented talent management and succession planning initiatives to ensure a strong pipeline of future leaders.
Celcom Axiata BerhadSenior Product Management & Development Consultant
Oct. 2018 - Dec. 2021Kuala LumpurSpearheaded the enhancement and modernization of obsolete Virtual PABX systems for business users, seamlessly integrating mobile SIM service and implementing a cutting-edge converged platform that merged GSM and VOIP into a unified service. Collaborated closely with OTT VoIP service providers to broaden service offerings and extend market reach, fostering strategic partnerships to enhance product portfolio and customer value proposition. Innovated new bundle services and enhancements, resulting in a significant boost in product revenue and driving sustained profitability for the business. Led comprehensive cross-departmental initiatives aimed at elevating sales performance and ensuring robust customer retention strategies, coordinating efforts across network, IT, Customer Service, Marketing, Business Strategic, and Sales teams. Developed and implemented targeted strategies to safeguard customer loyalty and satisfaction, effectively defending against customer churn and ensuring a high level of customer satisfaction. Monitored key performance indicators and conducted regular product performance reviews to assess product profitability and effectiveness, making data-driven decisions to optimize product portfolio. Established collaborative partnerships with multiple service providers on a global scale to co-create innovative IoT solutions tailored for smart city and agriculture applications, contributing to the advancement of digital infrastructure and sustainable development initiatives.
Maxis BerhadProduct Manager, Unified Communication, Enterprise
Dec. 2014 - Aug. 2018Conducted market research, competitive analysis, and customer feedback analysis to identify market opportunities, customer needs, and product gaps in the unified communication space. Developed and executed product roadmaps that aligned with business objectives, market trends, and customer needs for a range of unified communication products including video conferencing, instant messaging, and voice solutions. Collaborated with cross-functional teams, including engineering, design, marketing, sales, and customer service, to deliver high-quality and customer-centric products. Conducted product feasibility analysis, including cost-benefit analysis, technical feasibility, and resource allocation, to ensure product viability and profitability. Defined product requirements and user stories and worked closely with the engineering team to ensure timely and high-quality product delivery. Developed and executed go-to-market strategies, including product positioning, messaging, pricing, and promotion, to drive product adoption and revenue growth. Conducted product performance analysis, including sales performance, customer satisfaction, and customer feedback, and implemented corrective actions as needed. Maintained compliance with regulatory requirements and industry standards, such as data privacy, security, and accessibility.
Celcom Axiata BerhadSenior Product Manager
Jan. 2011 - Nov. 2014Kuala Lumpur, MalaysiaDeveloped, implemented, and monitored products, promotions, and services, focusing on Fixed Wireless Business products and services across all enterprise segments to increase market share, revenue, and ARPU within the segment. Devised strategic plans and entrepreneurial tactics to enhance the Celcom First brand, including market trend analysis, competitive analysis, and cross-functional collaboration for product innovation and differentiation. Continuously monitored product performance, analyzed customer feedback, and adjusted strategies to align with business objectives and market demands. Led promotional campaigns, evaluated effectiveness, and refined tactics to maximize ROI and customer engagement. Fostered strong relationships with key stakeholders, including internal teams and external partners, to ensure seamless execution and sustainable growth of the product portfolio. Demonstrated strategic leadership and entrepreneurial mindset to consistently drive success and profitability for Celcom First in a dynamic and competitive market landscape.
Celcom Axiata BerhadEnterprise Product Management
May. 2008 - Dec. 2010Planned, implemented, supervised, monitored, and managed domestic Fixed Wireless Business products and services (Desktop GSM, GSM Gateway, and Virtual PABX) to meet divisional objectives and organizational goals. Led presales activities to engage with customers, understand their needs, and tailor product offerings to meet their requirements effectively. Collaborated closely with the sales team to develop compelling sales strategies, promotional campaigns, and pricing structures to drive product adoption and revenue growth. Provided comprehensive after-sales service and support to ensure customer satisfaction, resolve any issues promptly, and foster long-term relationships. Demonstrated a strong track record of delivering successful product launches, driving revenue growth, and enhancing customer satisfaction through proactive product management strategies.
Celcom Axiata BerhadCustomer Experience Service Assurance
May. 2007 - Jul. 2008Developed and implemented customer experience and service assurance strategies that aligned with business objectives and customer needs. Collaborated with cross-functional teams, including product development, sales, marketing, and operations, to ensure seamless customer experience throughout the customer journey. Conducted regular customer feedback surveys and analyzed customer data to identify areas for improvement and opportunities for upselling and cross-selling. Provided training and coaching to customer service representatives to ensure consistent and high-quality customer service delivery. Monitored and tracked service performance metrics, such as service level agreement (SLA) adherence, first call resolution (FCR), and customer satisfaction (CSAT), and implemented corrective actions as needed. Led root cause analysis and problem-solving efforts to resolve complex customer issues and prevent recurrence. Maintained compliance with regulatory requirements, such as data privacy, security, and customer protection.
Celcom Axiata BerhadChannel Management
Jun. 2006 - Apr. 2007Responsible for developing and implementing strategies to maximize the distribution and sales of products through various channels such as wholesalers, distributors, retailers, and e-commerce platforms. Analyzed market trends, sales data, and customer feedback to identify opportunities for product development and enhancement. Conducted regular training sessions and provided ongoing support to channel partners to ensure they have the necessary knowledge and resources to effectively promote and sell products. Monitored and tracked channel performance using key performance indicators (KPIs) and implemented corrective actions as needed.
Celcom Axiata BerhadAssistant Branch Manager
Jul. 1997 - Jun. 2006Assisted the Branch Manager in leading and managing daily operations, including customer service, sales, compliance, and risk management. Coached, trained, and motivated a team of Customer Service Representatives and Sales Associates to achieve performance targets and deliver outstanding customer experience.
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