At Zuspressa Sdn Bhd, I led Customer Happiness operations for Malaysia and Singapore and supported the replication of processes across the Philippines and Thailand. I built Lark Base dashboards and automated workflows for KPI monitoring, agent performance tracking, and management reporting.
Previously, at Zuspressa (M) Sdn Bhd — ZUS Coffee, I coordinated BPO support operations, monitored service performance, and developed SOPs and training materials. Earlier, I provided Level 1 technical support at Concentrix (Facebook) and handled customer service and administrative operations at Bonuskad Loyalty Sdn Bhd (Bonuslink).
