Dayang Monira Jaya
Customer Operations Team Leader
Summary
Experienced Customer Service Professional with 14 years of experience in Deal to Cash customer journey. Proficient in operational management, involving resource planning guided by historical data and continuous performance monitoring. Adept in problem solving especially those involving customer feedback by way of analyzing root causes and providing a sustainable solution. Passionate in driving value through commercial mindset and process simplifications.
Overview
18
18
years of professional experience
2
2
Languages
Work History
Customer Success Specialist, Agri & Construction
Shell Business Service Centre
03.2023 - Current
- Strategically improve case resolution from 97.6% in April 2023 to 98.69% by year end 2023 through weekly report monitoring and aligning ways of working.
- Improve team engagement: Deliver through People Network - Initiated sessions and events to boost team engagement namely Team Connects, Resilience Sessions, Away Day and Recycle Challenge. SPS results: Employee Engagement (80, +1 TQB)
- Achieved overall CSI 9.3 for APMENA Agriculture and Forestry in 2023.
- Successfully rolled out TH Blanket Approval which has helped to liberate ~340 minutes per day of TH team (L2=32K per annum) and improved OTI which translated to L1=$3K per annum.
Customer Success Specialist, Chem & Products
Shell Business Service Centre
08.2021 - 02.2023
- Post migration of Chemicals AP, successfully maintained CSI above 8.5 throughout and achieved overall CSI of 8.7. Took over a huge portfolio (Unilever) and managed to collect long- overdue payments of over US$ 400k, convert a fraction of customer's transaction into touchless (Shell Chemicals' E-Commerce Platform) and at the same time securing 10/10 CSI score.
- Received a recognition: GM Award – Q4 2022 for having successfully increased team's competency: 37% from knowledge to Skill, and 21% from Skill to Mastery through customized Process Refresher and Training (People Workstream RTI: Refresh, Train, Internalize)
- Subject Matter Expert for Chemicals team in AP and helped the rest of the Customer Operations team build their functional knowledge, collaborating with Customer Operations Coach to conduct fit-for-purpose trainings on key areas that was most critical to the team's readiness, which is the key to successful Go Live of 2 months ahead of time.
Customer Operation Specialist, Specialities APMENA
Shell Business Service Centre
09.2015 - 07.2021
- Strategically turn around Customer Satisfaction index from 5.8 in January 2021 to 8.5 by end of 2021. By deep diving into customer feedback in the CSI survey, we successfully improved customer's unpleasant experience into a very positive one through simplification of ordering process and introduction of ME Credit calculator delivering $500k in additional revenue to Shell. The initiative was awarded APME GM award – Team of the Quarter.
- Process re-mapping of SMME sell to SPS successfully return On-time Invoicing to green in July. (91.8% YTD to 98.2% in July) and delivered a working capital of $16k.
- Using data analytics to enhance UAE Invoicing Frequency and improve annual working capital of $13.2k.
Customer Service Professional, Commercial Fleet MY
Shell Business Service Centre
05.2011 - 07.2015
- Winner for Global Commercial 2013 Competition for Offer to Cash. Won a VIP trip to Rio Brazil with another 200 winners from Shell across the globe.
- Appointed as Platinum Service Model CSP and directly involved in the PSM team set up and go live, which includes crafting of a specialized offering to our top 5 customers. Also a focal and main contributor for PSM SOP book.
Global Service Executive
HSBC Data Processing Malaysia
11.2007 - 04.2011
- Appointed as expert in SWAP trade analysis and mirror entry processing within the first 6 months – tasked to document the end to end SOP for the process.
Customer Service Representative
American Express (M) Sdn Bhd
02.2006 - 04.2007
- Promoted to a Platinum team within 6 months
- Awarded top 10 in Internet banking cross selling (2006)
Education
Bachelor of Science - Resources Chemistry
Universiti Malaysia Sarawak
Malaysia 04.2001 -
Skills
Communication
undefinedReferences
Poh Leen, Tan (Current Team Leader)
poh-leen.tan@shell.com
Ka On, Lor (Former Team Leader)
ka-on.lor@shell.com
Jou Chean, Ng (Former Team Leader)
jou-chean.ng@shell.com
Timeline
Customer Success Specialist, Agri & Construction
Shell Business Service Centre
03.2023 - Current
Customer Success Specialist, Chem & Products
Shell Business Service Centre
08.2021 - 02.2023
Customer Operation Specialist, Specialities APMENA
Shell Business Service Centre
09.2015 - 07.2021
Customer Service Professional, Commercial Fleet MY
Shell Business Service Centre
05.2011 - 07.2015
Global Service Executive
HSBC Data Processing Malaysia
11.2007 - 04.2011
Customer Service Representative
American Express (M) Sdn Bhd
02.2006 - 04.2007
Bachelor of Science - Resources Chemistry
Universiti Malaysia Sarawak
04.2001 -
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