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Rudy Kang Eng Lai

@rudykangenglai

Contact Centre Operations Lead at Commercial Bank of Dubai, improving customer satisfaction from 55% to 90% through operational changes.

United Arab Emirates

Message

At Commercial Bank of Dubai, I improved Contact Centre service levels and key productivity KPIs through an implemented business strategy. Customer satisfaction increased from 55% to 90%, and First Contact Resolution improved from 40% to 70%.

At Abu Dhabi Islamic Bank (ADIB), I led Contact Centre digital transformation, including ADIB Chat Banking and customer journeys for WhatsApp services. I also restructured frontline operations, increasing productivity by 30%, and helped Contact Centre leads generate AED2.2 billion in sales in 2020.

Earlier, at SCOPE International, I led Contact Centre operations for Standard Chartered consumer and business banking in Singapore and Malaysia. My work included a service-to-sales strategy that grew sales from USD100k in its first month to USD1 million within five months.

Experience

Work history, roles, and key accomplishments

Current

Contact Centre Operations Lead

Current

Commercial Bank of Dubai

Oct 2024 - Present (2 years)

Head all operational aspects of the Contact Centre including Training, Workforce Management, Digital Transformation, Systems & Process Re-Engineering, Data Analytics & Operations. Implemented strategies that improved CSAT from 55% to 90% and FCR from 40% to 70%.

Contact Centre Operations Workforce Management Digital Transformation Process Reengineering Data Analysis Power BI IVR Design Omnichannel Solutions CRM Customer Satisfaction First Contact Resolutions

Head of Contact Centre

Workforce Connexions

Oct 2021 - Sep 2023 (1 year 11 months)

Headed BPO Contact Centre operations, achieving 20% improvement in cost per transaction, service levels improved from 75% to 85%, and 50% improvement in First Contact Resolution. Led CRM UI design and omni channel system implementation.

BPO Operations Cost Management Service Level Management First Contact Resolutions Workforce Planning Customer Satisfaction CRM Design Omnichannel Customer Journey Mapping

Senior Contact Centre Manager

Abu Dhabi Islamic Bank

Sep 2013 - Jun 2021 (7 years 9 months)

Headed Contact Centre frontline operations, Customer Experience, Learning & Development, Process Re-Engineering, Digital Migration, Data Analytics & MIS, and more. Led digital transformation initiatives including WhatsApp banking and Remote Teller operations, and improved sales from AED1.2bil to AED2.2bil.

Contact Centre Operations Customer Experience Digital Transformation Process Reengineering Data Analysis MIS Vendor Management Sales Strategy WhatsApp Banking Remote Banker Social Media Training Card Retention NPS CSAT

Head of Contact Centre

SCOPE International

Jan 2011 - Aug 2013 (2 years 7 months)

Headed Contact Centre operations for Standard Chartered consumer and business banking in Singapore and Malaysia. Implemented Service to Sales strategy, improving sales from USD100k to USD1MIL in 5 months, and reduced attrition from 60% to 30%.

Contact Centre Operations Service Sales NPS Forecasting Scheduling Manpower Planning Customer Experience Complaints Management Card Retention Attrition Management Employee Satisfaction

Senior CRM Manager

Symphony BPO Solutions

Nov 2009 - Jan 2011 (1 year 2 months)

Headed the largest BPO contact centre project, managing operational costs and profitability. Improved service levels by 15%, productivity by 20%, and grew business from 60 to 250 FTE.

BPO Operations Cost Management MIS Client Management Service Level Agreements Data Analysis Attrition Management Performance Incentives

Operations Manager

SCICOM (MSC) Bhd

Feb 2007 - Oct 2009 (2 years 8 months)

Led BPO technical helpdesk operations for Singtel. Set up the first Mobile Helpdesk for iPhone in Singapore and improved Customer Satisfaction from 60% to 80% through journey re-engineering.

Technical Helpdesk Customer Journey Re Engineering Customer Satisfaction First Contact Resolutions Team Leadership KPI Monitoring Attrition Management

Team Manager

StarHub Ltd

Sep 2000 - Jan 2007 (6 years 4 months)

Led four teams of Contact Centre Agents and Team Leaders, ensuring KPI delivery and performance management. Led CRM migration testing with Accenture and achieved ISO 9001:2000 certification.

Team Leadership Performance Management Call Centre Operations CRM Migration User Acceptance Testing ISO 9001 Coaching Escalation Handling