About
Highly accomplished Operations & Data Specialist with 7+ years of progressive experience optimizing multi-site business operations across retail and F&B sectors in Malaysia and Singapore. Proven expert in operational data management, workforce planning, and service performance governance, consistently driving efficiency, reducing operational costs by 15%, and improving operational efficiency by 12% across 278+ locations. Leverages a strong background in real-time monitoring, SLA control, and system support to ensure high data integrity and deliver strategic business reporting for large-scale networks.
Work
Jess Technologies Sdn Bhd
|Marketing Executive (Data & Systems Support)
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Summary
Currently leads daily business operations support, leveraging structured data tracking and system-based execution to enhance decision-making and service delivery.
Highlights
Orchestrated daily business operations through structured data tracking and system-based operational execution, ensuring seamless support for critical functions across the organization.
Implemented robust data governance protocols to maintain consistency and accuracy of operational data across internal systems, directly supporting informed decision-making and reliable service delivery.
Collaborated cross-functionally to integrate operational insights with technical support, enhancing system performance and optimizing user experience for internal stakeholders.
Domino's Pizza Enterprises Limited
|Market Development Specialist (Operations & Data Governance)
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Summary
Managed operational and outlet performance data, conducted field audits, and coordinated HQ reporting to drive business execution and planning across 200+ locations.
Highlights
Managed and optimized operational and outlet performance data for over 200+ locations, ensuring high accuracy of master data critical for business execution and strategic planning.
Led comprehensive field audits and operational assessments, identifying key process gaps, service inefficiencies, and proposing system improvements that enhanced overall operational effectiveness.
Streamlined HQ operations by developing structured reporting mechanisms and fostering cross-functional coordination between field operations and central teams, improving communication efficiency.
Domino's Pizza Enterprises Limited
|Workforce Operations Specialist (SLA & Resource Planning)
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Summary
Managed real-time workforce allocation and operational flow to consistently meet service level targets, optimize resource utilization, and reduce service delays.
Highlights
Managed real-time workforce allocation and operational flow, consistently meeting service level targets during peak demand periods by optimizing staffing and resource deployment.
Monitored operational readiness and staff availability, implementing data-driven adjustments to optimize resource utilization and reduce service delays.
Implemented data-driven adjustments that improved overall workforce efficiency and operational stability, directly contributing to enhanced service delivery and customer satisfaction.
Domino's Malaysia & Singapore
|Call Centre Team Leader (Operations Control)
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Summary
Supervised daily call centre operations, ensuring SLA compliance in a high-volume environment and coordinating escalation handling to minimize disruption.
Highlights
Supervised daily operational performance for a high-volume service environment, consistently ensuring Service Level Agreement (SLA) compliance and maintaining high service standards.
Coordinated efficient escalation handling between operations, technical support, and service teams, successfully minimizing disruption and reducing downtime.
Implemented performance monitoring frameworks to track team productivity and service quality, driving continuous improvement in call centre operations.
Domino's Malaysia
|Data Mapping & Systems Support Executive
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Summary
Managed master data mapping for outlet locations and delivery zones, conducted UAT, and supported operational platforms to ensure system accuracy and stability.
Highlights
Managed precise master data mapping for all outlet locations and delivery zones across Malaysia & Singapore, ensuring high accuracy for critical operational systems.
Led User Acceptance Testing (UAT) for system updates and operational tool deployments prior to release, ensuring seamless functionality and preventing post-launch issues.
Provided expert support for operational platforms, resolving issues and coordinating technical efforts to ensure continuous system stability and optimal performance.
Domino's Malaysia
|Workforce Management Analyst
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Summary
Analyzed workforce and operational data across 278 outlets to identify efficiency gaps, cost-saving opportunities, and support strategic workforce planning decisions.
Highlights
Analyzed extensive workforce and operational data across 278 outlets, identifying critical efficiency gaps and generating actionable insights for cost-saving opportunities.
Provided robust analytical support for strategic workforce planning decisions, leveraging comprehensive reporting and operational trend analysis.
Developed data-driven recommendations that optimized resource allocation and improved operational workflows, contributing to enhanced overall productivity.
Education
University of Malaya
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Executive Diploma
Management Administration & Operations
Languages
English
Proficient
Bahasa Melayu
Native
Skills
Operations Management & Optimization
Business Operations & Process Optimization, Workforce Planning & Resource Allocation, Operational Data Management & Reporting, SLA / KPI Monitoring & Performance Control, Real-Time Operational Monitoring & Performance Tracking, Cross-Functional Stakeholder Coordination (HQ & Multi-Site Ops).
Data Management & Analytics
Master Data Management (MDM) & Data Governance, Advanced Excel (Pivot Tables, VLOOKUP, Data Validation, Reporting & Analysis), Data Management Tools (QGIS Mapping, Operational Tracking Systems).
System Support & Validation
CRM / Operational Systems (Zendesk, CMS, Support Platforms), User Acceptance Testing (UAT) & System Validation.