Open to opportunities

Zaid Zainal

@zaidzainal

General Manager of Operations driving efficiency, cloud migrations, and customer satisfaction across technical and support teams.

Malaysia

Message

What I'm looking for

I seek a senior operations role where I can lead cross-functional teams, drive cloud and CRM projects, improve customer satisfaction, and scale processes.

I am a dynamic General Manager of Operations with over 18 years of experience leading cross-functional teams to improve operational efficiency, customer satisfaction, and strategic outcomes. I have led cloud migrations, implemented CRM and ticketing systems, managed budgets, and consistently delivered customer satisfaction ratings above 90%.

My background spans technical support, IT, HR, training, and order processing, with a track record of forming strategic partnerships, negotiating contracts, and ensuring compliance through successful audits. I emphasize KPI-driven performance, inclusive hiring, and continuous improvement to support company initiatives and scalable growth.

Experience

Work history, roles, and key accomplishments

Current

General Manager of Operations

Current

Asian Business Software Solutions

Aug 2017 - Present (8 years 3 months)

Led Operations including Technical Support, IT, Training, HR and Order Processing; drove cloud migrations and CRM implementation, maintained customer satisfaction above 90% and reduced call abandonment below 5%.

Operations Management Budgeting Vendor Management Customer Support

Technical Support Manager

Datapel Systems

Oct 2015 - Sep 2017 (1 year 11 months)

Managed technical support across Malaysian and Australian offices, ensured SLA adherence, improved deployment processes, and led hiring, coaching and performance management for support teams.

Technical Support SLA Management Team Leadership Deployment Coaching Escalation Management CRM

Technical Support Manager

Esker Document Automation

Aug 2010 - Sep 2015 (5 years 1 month)

Led regional technical support for on-premise and Cloud SaaS solutions, coordinated with R&D on critical issues, and maintained high customer satisfaction through proactive processes and feedback analysis.

SaaS Support Incident Management Process Improvement R&D Coordination Customer Feedback Analysis Monitoring

Business Analyst

TSYS Corp

Jul 2009 - Aug 2010 (1 year 1 month)

Investigated deployment and testing issues for credit card payment systems, collaborating with global teams to resolve defects and assess impacts using Oracle and .NET tools.

Business Analysis Payment Systems C# .NET JavaScript Cross Functional Collaboration

Systems Engineer

Diebold Corp

Aug 2008 - Jun 2009 (10 months)

Configured and enhanced back-end systems for ATMs and deposit machines, supported UAT, and coordinated with international development teams to resolve software issues.

Systems Engineering ATM Software UAT Configuration