At Dell Technologies, I lead strategic operational excellence programs for the Services Command Center, improving SLA adherence through real-time monitoring and dispatch governance. I also drive process automation across APJC and global operations.
I managed an end-to-end customer escalation project using root-cause analysis and corrective-action frameworks to reduce escalation recurrence. In 2025, I delivered the ISO 9001 external audit with zero non-conformities.
Earlier at Dell, I developed Power BI dashboards that supported case prioritisation and targeted resolution workflows, reducing aging escalation cases by 115% year over year. I also automated 60% of manual reporting tasks, contributing to an increase in South Asia CSAT from 82% to 91%.
Before Dell, I participated in policy and stakeholder work at Malaysia Timber Councile, including engagement with MIDA and other government agencies. I hold an MBA with Distinction, am a PRINCE2 Agile Practitioner, and have certifications in ITIL 4 and supply chain management.
