Mohammad Gibran
Petaling Jaya
Summary
Experienced Operations Leader with a demonstrated history of working with the outsourcing/offshoring industry in Technical Support, Customer Service and Commercial Back-office operations. Skilled in Vendor/Partner Management, Service-Level Agreements (SLA), Database management, Contact Centers, Contract Negotiation and Management, and Process Documentation. Strong operations professional with Black Belt in Lean Six Sigma, B. Tech in Electronics & Communications and an MBA in International Business and Marketing Management. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Regional Customer Service Manager (Director)
GE Healthcare
06.2023 - Current
- Customer Service Manager - Intercontinental Region role is responsible for driving customer service operations across South and Central America, Southeast Asia, Japan, Australia & New Zealand, India and South Asia
- The role involves directly and personally owning Customer Service Center strategy and deploying innovation that creates customer perceived value at the right cost
- Also defining standard work in the above areas and ensures execution through zones’ teams
- This role is responsible for driving standard processes, execution strategies and support to all the above mentioned Intercontinental Zones Services Operations through the continuous improvement, digital tools leverage and achievement of the operational performance optimization related to Customer Services Centers (CSC), Customer Satisfaction Program (CSAT) and Customer Services Cases flow, working closely with all zones in the region and Global teams in strategic planning of all field activities Including Corrective repairs, Preventive maintenance and FMI, and remote activities to drive end to end service delivery and customer satisfaction
- Managing outsourced Vendors/Partners delivering multilingual CS Operations based out of unified Centers of Excellence(Call centers) primarily in Malaysia.
Customer Service Operations Leader (Associate Director)
GE Healthcare
01.2020 - 05.2023
- The Regional Manager, Customer Support Operations is a leadership position within the AKA GE Healthcare Services organization that has the critical responsibility of leading the customer support vertical to deliver best in class customer experience while driving efficiency in process management & end to end service delivery
- The role involves working closely with all zones in the region in strategic planning of all field activities to drive end to end service delivery and customer satisfaction
- Also leading the regional commercial back-office operations including service contracts management team and invoicing team to support achievement of revenue and cash targets
- Managing outsourced Vendors/Partners delivering multilingual CS Operations based out of unified Centers of Excellence in Southeast Asia region
- Reporting directly to the Regional Director of Services and Digital Operations for ASEAN, the role also requires cross functional operations management in conjunction with technical operations, Digital Operations and Commercial operations for the Southeast Asia region.
Operations Manager II - FB SMB Services & Sales
Concentrix Malaysia
05.2017 - 12.2019
- The role involved overseeing the contact centre operation and co leading the team of 300 Personnel including 21 Team Leaders, 9 Quality Assurance Specialists and 5 Trainer providing technical support and customer service for Facebook Sales Application Platform and Advertising dashboard across the APGC region
- The Manager Operations is responsible for ensuring Client Service Level Agreement and financial expectations are achieved by implementing best practices for over-delivering on client targets, driving consistent performance, evaluate staffing needs with input from Business development team and meeting the client’s changing requirements
- Also responsible for coaching and supervising a group of Assistant operations managers and Senior Team Leaders.
Operations Manager I - Canon Technical Presales/Post sales
Concentrix Malaysia
04.2013 - 04.2017
- The role involved overseeing the technical service operations and leading the team of 63 Personnel including 5 Team Leaders, 2 Quality Assurance Specialists and 1 Trainer supporting Canon Business and Consumer divisions for Singapore and Malaysia, to meet and exceeds contractual commitment and shoulder the overall responsibility for the day-to-day operation of the department.
Partner Account Manager - Microsoft Partner Inside Sales
Concentrix Malaysia
09.2011 - 03.2013
- The Microsoft Partner Account Manager role is responsible for managing a portfolio of Microsoft Gold partners
- The account manager, in conjunction with the Partner Territory Managed, will drive partner commitment to Microsoft, help partners reach revenue and pipeline targets as well as deliver a high level of partner-client satisfaction in a fast paced, highly accountable environment.
Technical Analyst - Level II
C3i Solutions
09.2009 - 06.2011
- The Analyst Level II is the subject matter expert for all hardware, applications and processes specific to each client supported
- Responsible for maintaining Level 2 Analyst knowledge for Hardware support for Laptops and Printers and administering Microsoft Active Directory, Microsoft Exchange, administering client Siebel environments
- Assisting the Manager in the daily monitoring of issues reported by the Clients and the preparation of all reports and act as the highest escalation point for all technical issues dealt with by the Help Desk team.
Technical Support Analyst
SITEL India
08.2008 - 09.2009
- The position involves working to provide technical support for EarthLink, an Internet Service provider in the USA, for issues with internet connectivity and networking for Dial Up, DSL, Cable and Wi-Fi connections
- Troubleshooting for issues pertaining to internet connectivity and networking for Dial Up, DSL, Cable, and Wi-Fi, Software& Anti-Virus problems, corporate help desk support, Onsite repair appointment scheduling and field technician dispatch.
Education
Master of Business Administration - MBA - International Marketing Management & International Business
University of Wales Trinity Saint David
01.2022
Bachelor of Technology - B. Tech - Electronics and Communications Engineering
Jawaharlal Nehru Technological University
01.2008
Skills
- Service Delivery and Management - Client & Vendor for Technical Support & Customer Service
- Lean Six Sigma Implementation & Business process Improvement
- Customer Experience Journey and Value Stream Improvement
- P&L management, budgeting, and project cost management
- Project Management & IT Service Management
- Training and Knowledge development
- Complaint Handling
- Task Delegation
- Call Center Management
- Sales Support
- Customer Service
- Problem-Solving
- Decision-Making
- Cash Handling
- Relationship Building
- Customer Relations
- Adherence to high customer service standards
- Training and mentoring
- Team Building and Leadership
- Handling Escalations
- Continuous Improvement
- Issue Resolution
- Project Management
Certification
- Lean Six Sigma Black Belt (ICBB), International Association for Six Sigma Certification, 03/01/2020
- Healthcare IT Support Specialization, The Johns Hopkins University through Coursera, 09/01/2022
- Critical Perspectives on Management, IE Business School through Coursera, 03/01/2014
- Microsoft Certified IT Professional, Microsoft, 04/01/2011
- Cisco Certified Network Associate - Switching & Routing, Cisco, 05/01/2011
- Microsoft Certified Solutions Associate - Windows server 2008, Microsoft, 04/01/2012
Languages
English, Hindi, Urdu and Telugu
Passportissuedate
04/09/2019
Visasheld
Malaysian Employment Pass Under GE Healthcare (Valid until 12/10/2024)
Personal Information
- Passport Number: S9865187
- Passport Expiry Date: 04/08/2029
- Date of Birth: 03/16/1987
- Gender: Male
- Nationality: Indian
Awards
- Awarded Q1 2022 ASEAN GE Healthcare Award – Delivering with Focus
- Awarded Q2 2021 ASEAN GE Healthcare Award – Delivering with Focus
- Awarded Q3 2020 ASEAN GE Healthcare Award – Focus & Driving Important Outcome
- Awarded Q2 2020 ASEAN GE Healthcare Award – Borderless Collaboration
- Awarded Q1 2020 ASEAN GE Healthcare Award – Teamwork & Collaboration
- Awarded for the best outsourced contact centre operations (Gold) in the CCAS 2016 awards
- Awarded for the best inbound contact centre operations – outsourced under 100 seats (Bronze) in the CCAM 2015 awards
- Awarded for the best outsourced contact centre operations (Bronze) in the CCAS 2015 awards
- Awarded the Best Support Staff of the year for 2013 at Convergys Malaysia
Timeline
Regional Customer Service Manager (Director)
GE Healthcare
06.2023 - Current
Customer Service Operations Leader (Associate Director)
GE Healthcare
01.2020 - 05.2023
Operations Manager II - FB SMB Services & Sales
Concentrix Malaysia
05.2017 - 12.2019
Operations Manager I - Canon Technical Presales/Post sales
Concentrix Malaysia
04.2013 - 04.2017
Partner Account Manager - Microsoft Partner Inside Sales
Concentrix Malaysia
09.2011 - 03.2013
Technical Analyst - Level II
C3i Solutions
09.2009 - 06.2011
Technical Support Analyst
SITEL India
08.2008 - 09.2009
Master of Business Administration - MBA - International Marketing Management & International Business
University of Wales Trinity Saint David
Bachelor of Technology - B. Tech - Electronics and Communications Engineering
Jawaharlal Nehru Technological University
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