Zetty Zarina Misran | Freelancing Malaysia

Zetty Zarina Misran ITIL Certified

20 years experience 0 projects worked Malaysia

RM0 earned

Academic WritingBookkeepingData AnalystData EntryEditting

Hi,

I’m Zetty Zarina Misran. A working professional who is also looking for the part time or freelance job after working hours /over the weekend for extra income. I’m currently the Operation Manager in Infosys (M) Sdn Bhd and I have experience in various industries such as retail, banking and ICT/Telco.

Looking forward to hearing from you. Please do email if I am uncontactable via phone. Thank you!

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SOW Lead (Operation Manager)
Infosys (Malaysia) Sdn Bhd (formerly known as Global Enterprise International (M) Sdn Bhd
August 2024 - Now
Managing Managed Delivery SOW’s operation including improving staff sentiments and financial performance. Within 5 months in the role, I have
successfully brought the SOW from negative project margin % to positive by really focusing on reducing direct costs. The SOW has been in negative state since the Peacock Project inception in 2021.
Manager
Infosys (Malaysia) Sdn Bhd (formerly known as Global Enterprise International (M) Sdn Bhd
September 2015 - Now
A people manager for sub teams under Manage Delivery ; Client Delivery Analyst, Concierge and Customer Experience Specialist. The aims of these 3 teams are providing data analytical support and escalation function to maintain a green clients’ experience. We provide solution and people to support Optus in clients.’ engagement and backend supports. Within
my duration, I have involved in function’s expansion and consolidation initiatives with automation efforts for cost saving.
Contact Centre-Inbound Team Leader
Ambank (M) Berhad
June 2009 - August 2015
Provide management support for Customer Services Executives. Provide fast and immediate support to agent during real time call handling.Conduct calls observation via remote or side by side to identify coaching opportunity. Conduct Timely briefing and ensure team members kept abreast with all latest information. Conduct documented behavioural
coaching on each team members minimum 3 times each month and ensures the progress is tracked efficiency. Attending to call calibration session monthly basis to ensure consistency in call quality scoring. I was a team leader for 6 years under General Inbound Queue (2009-2012) and be appointed to manage a Priority Banking Team in year 2012.

Profile of Zetty Zarina Misran

Work History (0)

Work Experiences

SOW Lead (Operation Manager)

Infosys (Malaysia) Sdn Bhd (formerly known as Global Enterprise International (M) Sdn Bhd

August 2024 - Now

Manager

Infosys (Malaysia) Sdn Bhd (formerly known as Global Enterprise International (M) Sdn Bhd

September 2015 - Now

Contact Centre-Inbound Team Leader

Ambank (M) Berhad

June 2009 - August 2015

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