Profile of Ali Akhmad Fauzie
Ali Akhmad Fauzie Innovation Leads | Process Improvement I am a highly motivated and results-driven Operational Leader with over six years of experience dedicated to optimizing business operations, exceeding client expectations, and guiding teams to significant success. My career has been centered around enhancing efficiency and service delivery, particularly within customer-facing environments.
Throughout my tenure as an Operational Leader, I’ve developed a proven ability to identify opportunities for improvement, implement innovative solutions, and strategically leverage technology to achieve key business goals. This has consistently translated into exceptional results, including maintaining a remarkable 98%+ SLA compliance rate and contributing significantly to initiatives like UI enhancements that slashed Average Handle Time (AHT) by 25%.
As a People Manager, I’ve successfully managed and coordinated day-to-day operations, ensuring optimal team performance, strict compliance with policies, and the consistent achievement of KPIs. A notable achievement includes scaling a project team by an impressive 380% while simultaneously upholding high SLA standards and maintaining an attrition rate below 5%. This demonstrates my capacity to grow operations effectively without compromising quality or team stability.
Innovation isn’t just a buzzword for me; it’s a core driver. I am deeply passionate about innovation, process improvement, Automation, and technology, particularly the transformative potential of Artificial Intelligence. I have actively championed the integration of innovative tools and technologies, leading projects that have streamlined communication, processes, and project management, resulting in tangible benefits like an 80% reduction in manual tasks through automation (SmartFlow) and significantly improved data consistency. My work with tools like PulseTrack has automated reporting, boosting accuracy and freeing up team leaders to focus on crucial team development. I’ve also developed AI-powered solutions like CS Resolver, which accelerated issue resolution and improved classification accuracy.
My skillset is quite versatile, encompassing proficiency in data analysis and visualization tools such as Power BI and Excel, alongside robust experience with automation platforms like Microsoft Power Automate and Lark Automation. My hands-on experience with AI tools like AI Builder is a key strength, aligning with the growing demand for AI-driven solutions in business operations. My recent certifications in AI and automation, including “Become an AI-Powered Manager” and “Generative AI: The Evolution of Thoughtful Online Search,” underscore my commitment to staying at the forefront of technological advancements.
I approach leadership and performance management with a data-driven yet empathetic mindset. I set clear, measurable goals tied directly to SLAs and provide regular, constructive feedback. Utilizing tools like Power BI, I visualize performance metrics to quickly pinpoint areas for improvement, allowing me to tailor training and support effectively. My focus is always on empowering team members with the knowledge and tools they need to succeed, fostering a culture of continuous improvement and accountability.
When faced with challenges, such as integrating new workflows without additional headcount, I proactively leverage my automation skills and innovative thinking. My experience has taught me to use real-time data and predictive insights from AI tools to prioritize tasks dynamically, address critical issues swiftly, and allocate resources effectively, ensuring that performance targets and SLAs are consistently met or exceeded.
Communication is vital in operations and leadership, and I am fluent in Bahasa Indonesia, Bahasa Melayu, and English, enabling me to connect effectively with diverse teams and stakeholders. My communication style is direct yet supportive, focusing on clarity and building strong, trusting relationships.
Academically, I hold a Bachelor’s degree in International Business Management with Honours from Universiti Utara Malaysia, providing a strong foundation for my business acumen.
Overall, I am a proactive, client-centric Operational Leader with a strong blend of operational expertise, technological fluency, and a genuine passion for driving innovation and achieving measurable results through effective team management and process optimization.