Hisham Yusoff

Dynamic and results-driven Project Management Professional with over 15 years of experience spearheading digital transformation, operational efficiencies, and customer-centric initiatives within the telecommunications sector. Adept at aligning business goals with technology solutions, managing high-impact projects from strategy to execution, and fostering stakeholder collaboration to deliver scalable, future-ready innovations.

Proven track record in vendor selection, contract negotiations, and RFT processes, ensuring cost-effective solutions that drive measurable business impact. Passionate about embedding customer experience excellence into every initiative, leveraging automation, AI, and platform optimization to improve workflows and enhance service delivery. Recognized for cross-functional leadership, critical problem-solving, and a proactive approach to project execution—bridging technology, operations, and strategic vision.

1) StarHub - Project Zen

Project Overview:

Implemented and integrated an advanced online email management ticketing system to enhance efficiency across Customer Experience and Operations teams.

Key Contributions:

• Project Management: Led end-to-end implementation, ensuring timely execution, risk mitigation, and alignment with business objectives.
• Stakeholder Engagement: Collaborated with key departments to secure buy-in, address concerns, and facilitate seamless adoption.
• Strategic System Selection: Conducted a thorough evaluation to identify and implement the most suitable Email Management Ticketing System aligned with business needs.
• Seamless Integration: Oversaw the integration of the new system with existing infrastructure, ensuring business continuity and minimal customer impact.
• Process Enhancement: Optimized workflows and updated business processes to improve operational efficiency and enhance the customer experience.

Business Impact:

• Cost Efficiency: Reduced operational costs by leveraging improved system functionality.
• Email & Case Management: Established clear tracking and ownership of incoming emails and cases, improving accountability.
• Performance Improvement: Enhanced SLA compliance and response times, driving operational excellence.
• Workflow Optimization: Strengthened business processes by embedding a robust email management and tracking system.
• Enhanced Productivity: Automated workflows and streamlined case handling, reducing manual effort and improving response times.
• Data-Driven Insights: Provided comprehensive reporting and analytics on email trends, enabling proactive issue resolution and service optimization.
• Improved Compliance & Audit Readiness: Ensured accurate documentation and tracking of customer interactions for regulatory and operational audits.
• Customer Satisfaction Boost: Enhanced email response management, leading to faster resolutions and improved customer satisfaction scores.

2) StarHub - Project Netomi (AI Powered Bot System)

Implemented and integrated an AI-powered bot system to automate and optimize email and chat interactions across Consumer and Business segments.

Key Contributions:

• Project Management: Led full-cycle implementation, ensuring timely execution and risk mitigation.
• Stakeholder Engagement: Partnered with key teams to secure alignment and seamless adoption.
• AI System Selection: Conducted a detailed evaluation, identifying the most effective AI-driven solution for automation.
• Seamless Integration: Ensured smooth deployment without disrupting existing operations.
• Process Enhancement: Refined workflow automation, minimizing manual interventions and improving customer engagement.

Business Impact:

• Workflow Optimization: Embedded AI automation, strengthening business processes and response efficiency.
• Cost Efficiency: Reduced operational expenses through AI-driven efficiencies.
• Performance Improvement: Increased SLA compliance, cutting case handling times.
• Scalability: AI automation enabled high-volume processing without additional manpower.
• 24/7 Support Capability: Enabled round-the-clock customer assistance without reliance on human agents.
• Personalized Customer Interactions: AI-powered responses adapt dynamically, improving engagement.
• Continuous Improvement: AI learns from interactions, refining accuracy and enhancing service quality.

3) StarHub - Project eKYC

Managed a Request for Tender (RFT) to identify and onboard the optimal solution partner for eKYC implementation across StarHub’s App, Web, and Retail channels.

Key Contributions:

• Project Management: Led the entire implementation process, ensuring risk mitigation and compliance.
• Stakeholder Management: Partnered with cross-functional teams to drive adoption and integration.
• Strategic System Selection: Conducted comprehensive vendor evaluations, selecting the most suitable eKYC solution.
• Contract Negotiation: Secured competitive pricing and favorable contract terms through RFT.
• Seamless Integration: Ensured smooth deployment, minimizing disruptions to customer onboarding.
• User Acceptance Testing (UAT): Reviewed test results to validate scenarios and confirm business alignment.
• RFT Documentation: Oversaw the preparation of Business Case, RFT specs, Purchase Orders, and SAP submissions.

Business Impact:.

• Cost Efficiency: Optimized vendor selection, securing competitive pricing.
• Operational Continuity: Ensured seamless integration, preventing service disruptions.
• Enhanced Customer Experience: Embedded customer-centric touchpoints throughout onboarding.
• Regulatory Compliance: Strengthened legal and security safeguards, minimizing risks.
• Operational Efficiency: Automated verification workflows, reducing manual effort.
• Fraud Prevention: Implemented secure identity verification measures, mitigating fraud risks.

4) StarHub - Project Ascendus

Managed an RFT process to source and onboard a new Telesales Outsourcing Partner, ensuring enhanced sales capabilities and operational continuity.

Key Contributions:

• Project Management: Led the end-to-end RFT process, aligning business needs with vendor selection.
• Stakeholder Management: Partnered with internal teams to secure buy-in and ensure a seamless transition.
• Vendor Management: Developed strong relationships with shortlisted vendors, ensuring successful onboarding.
• Strategic System Selection: Conducted in-depth evaluations, selecting the most suitable outsourcing partner.
• Contract Negotiation: Secured optimal pricing and ensured contract terms were strategically aligned.
• Integration Management: Oversaw smooth onboarding and system alignment, minimizing customer impact.
• RFT Documentation: Prepared key business case documents, RFT filings, purchase orders, and compliance submissions.

Business Impact:

• Cost Efficiency: Conducted a competitive vendor selection, ensuring cost-effective telesales operations.
• Customer-Centric Approach: Defined and optimized customer engagement strategies.
• Seamless Transition: Integrated vendor without disruption to existing business processes.
• Sales Performance Optimization: Strengthened telesales capabilities, driving higher conversion rates.
• Scalability & Flexibility: Ensured the outsourcing solution remained adaptive to business demands.
• Enhanced Reporting & Insights: Established KPIs and performance metrics for continuous telesales optimization.