Open to opportunities

Dinesh Dava

@dineshdava

Message

Experienced Call Center Manager with a focus on customer service excellence.

Malaysia

Message

What I'm looking for

I am looking for a role that allows me to leverage my extensive experience in customer service and operations while fostering a culture of excellence and continuous improvement.

I am a seasoned Call Center Manager with over 23 years of experience in Customer Service, Operations, and Training. My journey has taken me through various leadership roles, culminating in my current position as Senior Manager, Head of Member Services at Young Living Malaysia. Here, I have successfully implemented significant changes, including the establishment of a Quality Assurance department and the introduction of the Five9 system, which has enhanced our service delivery across the APAC region.

Throughout my career, I have demonstrated a strong commitment to improving processes and achieving results. At Coway Malaysia, I managed a team of 118 agents and was responsible for overseeing multiple departments, ensuring that we met our Service Level Agreements consistently. My ability to bridge communication gaps between departments has been crucial in driving operational efficiency and enhancing customer satisfaction.

My educational background includes a Master’s in Business Administration from the University of Sunderland, which has equipped me with the strategic insight necessary to lead teams effectively. I am passionate about training and coaching staff to reach their full potential, and I thrive in environments where I can foster growth and innovation.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager, Head of Member Services

Current

Young Living Malaysia

Jun 2022 - Nov 2024 (2 years 5 months)

Overseeing the Member Services department, managing a team of 35 agents across multiple regions. Implemented quality management and workforce management systems, including Five9. Achieved significant sales growth and established KPIs for performance improvement.

Customer Service Team Leadership Quality Management Workforce Management Sales Strategy KPIs Process Improvement Five9 Communication

Call Center Manager

Coway Malaysia SDN BHD

Jan 2020 - Jun 2022 (2 years 5 months)

Managed a call center with 118 agents, overseeing inbound, outbound, and digital departments. Focused on quality assurance and effective communication between departments, achieving high service level agreements and daily KPIs.

Quality Assurance KPIs Team Leadership Communication Process Improvement SLA Management Workforce Management Customer Service

Call Centre Manager

Thyssenkrupp

Mar 2017 - Nov 2019 (2 years 8 months)

Led a call center team, focusing on process simplification and quality control. Achieved significant reductions in call drop rates and improved response times through effective staff training and management.

Quality Control Staff Training Performance Monitoring Customer Service Communication Project Management Reporting

Head of Customer Service

QI Services

Jun 2003 - Aug 2016 (13 years 2 months)

Managed customer service operations, improving processes and achieving high service level agreements. Led project management for international conferences and enhanced customer satisfaction metrics.

Customer Service Operations Management Project Management Process Improvement SLA Management Team Leadership Communication Quality Assurance Training Event Coordination Reporting

Product Trainer

QI Services

Oct 2009 - Sep 2010 (11 months)

Conducted product training sessions across multiple countries, enhancing training materials and ensuring effective knowledge transfer to clients.

Product Training Presentation Skills Customer Engagement Team Collaboration Coaching Public Speaking Process Improvement Reporting

Supervisor of International Support Centre

QI Services

Jan 2007 - Oct 2009 (2 years 9 months)

Supervised call center operations, managing customer inquiries and improving service processes. Achieved high accuracy in inventory management and reduced customer complaints significantly.