MOHD RIZWAN KHAN
Subang Jaya
Summary
Dynamic and results-driven Telesales & Customer Engagement Leader with over 20 years of experience driving revenue growth, team performance, and customer retention in the telecommunications, banking, insurance, and healthcare industries. Proven success in managing high-performing teams, optimizing call operations, and building long-term client partnerships. Recognized for transforming telesales processes, achieving double-digit growth, and leading award-winning teams.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Telesales Manager (Healthcare Division)
DKSH (Malaysia) Sdn. Bhd.
04.2019 - Current
- Lead telesales team to exceed performance and sales KPIs for healthcare clients.
- Design and implement strategic sales plans to grow customer base and strengthen client partnerships.
- Identify new business opportunities and market trends within the healthcare segment.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Compiled and analyzed data to determine approaches to improve sales and performance.
Team Manager (Outbound Contact Centre)
AIA Berhad
02.2011 - 04.2019
- Managed and motivated telemarketing teams to exceed KPIs and improve conversion rates.
- Oversaw multiple insurance campaigns (Conventional & Takaful) and optimized sales strategies.
- Provided coaching on product knowledge, communication, and compliance.
- Spearheaded conservation team efforts to retain policyholders and reduce lapse rates.
- Produced performance analytics to guide strategic planning and improve customer experience.
Manager (American Express Cards Telesales)
Maybank Berhad
09.2010 - 02.2011
- Executed major Amex Dual Card campaign, achieving near-100% growth in sales.
- Evaluated sales channels and optimized campaign performance.
- Designed and implemented incentive programs to drive team motivation and productivity.
Team Leader – Campaign Management
Maxis Berhad
02.2008 - 09.2010
- Led in-house and outsourced telesales operations to achieve consistent sales growth.
- Coordinated with product managers and marketing to enhance customer acquisition.
- Delivered competitive analysis and feedback to improve product alignment with customer needs.
Executive – Retention & Telesales (Save Desk)
Maxis Berhad
09.2003 - 02.2008
- Managed outbound retention efforts to re-engage inactive customers.
- Collaborated with marketing and product teams to reduce churn and improve satisfaction.
Executive – Priority Service Unit
Maxis Berhad
10.2000 - 08.2003
- Provided premium support to VIP and corporate clients, ensuring exceptional service and loyalty.
Education
Master of Business Administration - Project Management
Universiti Tun Abdul Razak
11.2025
BTEC Higher National Diploma - Marketing & Advertising
London Institute
01.1998
American Degree Program - undefined
HELP Institute
01.1995
Skills
- Customer Relationship Management (CRM)
- Performance Optimization
- Staff Coaching & Development
- Problem-solving aptitude
- Operations management
- Business development and planning
- Interdepartmental collaboration
- Client relationship management
Accomplishments
- DKSH (M) Sdn. Bhd. – Expanded clientele portfolio from 4 to 7 principals within 12 months; reduced telesales cost by 5% while achieving 90% new business acquisition.
- AIA Berhad – Consistently achieved >100% of annual sales targets with an average RM2.2M AFYP; received CCAM Gold Award (2011) and 1st Place for Best Outbound Telemarketing (2012 & 2013).
- Maybank Berhad – Re-strategized telesales team structure, resulting in 100% improvement in performance within 3 months.
- Maxis Berhad – Achieved 162% of sales target with monthly revenue exceeding RM700K; led both in-house and outsourced telesales operations across multiple campaigns.
Certification
- 7 Habits of Highly Effective People
- Six Thinking Hats
- Tele-Skills
- Coaching Essentials
- Strategic & Analytical Thinking
- People Management
- CRM & ITSM Systems
PERSONAL ATTRIBUTES
Motivated, analytical, and people-oriented leader with a balanced focus on results and empathy. Skilled in mentoring diverse teams and fostering a collaborative, performance-driven culture.
Hobbies
- Fitness - Jogging / Walking
- Cooking
- Reading
Timeline
Telesales Manager (Healthcare Division)
DKSH (Malaysia) Sdn. Bhd.
04.2019 - Current
Team Manager (Outbound Contact Centre)
AIA Berhad
02.2011 - 04.2019
Manager (American Express Cards Telesales)
Maybank Berhad
09.2010 - 02.2011
Team Leader – Campaign Management
Maxis Berhad
02.2008 - 09.2010
Executive – Retention & Telesales (Save Desk)
Maxis Berhad
09.2003 - 02.2008
Executive – Priority Service Unit
Maxis Berhad
10.2000 - 08.2003
BTEC Higher National Diploma - Marketing & Advertising
London Institute
American Degree Program - undefined
HELP Institute
Master of Business Administration - Project Management
Universiti Tun Abdul Razak