Amirul Naim Professional Headshot

Operations Manager • COPC LSS Yellow Belt

Collaborative, results‑oriented operations leader focused on customer experience, continuous improvement, and metric‑driven performance.

📍 Ampang, Kuala Lumpur ✉️ naim.mahmud2308@gmail.com 📞 +60 13-336-5415

Experience Timeline

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Sep 2022 – Present
Leadership
  • Utilize data-driven metrics (SLAs, NPS, and KPIs) to monitor team output, identify inefficiencies, and implement corrective strategies to enhance overall productivity and quality.
  • Act as a key liaison, maintaining open communication with clients to ensure their mission is translated into actionable goals while consistently meeting their satisfaction and retention standards.
  • Lead with focus on employee engagement and professional growth by mentoring direct reports, fostering a positive work environment, and aligning the team's daily efforts with high-performance expectations.
Jul 2020 – Apr 2022
Automation & CX
  • Maintained high productivity by handling up to 70 emails or 40 live chats daily, focusing on First Contact Resolution (FCR) and earning awards like "Calmer of Storms" for your problem-solving skills.
  • Took the initiative to build and manage the CYREN system, automating data collection, notifications, and reporting to streamline team operations.
  • Led inter-departmental projects to improve communication with the warehouse, managed weekly executive reporting for the MY and PH regions, and played a key role in the team's CS Excellence Awards application.
Feb 2019 – Feb 2022
QA & reporting
  • Quality guardian for NZ team; coached agents and upheld SOP standards.
  • Owned reporting, handled escalations, and supported CSR initiatives.
  • Delivered timely solutions to client needs through technical troubleshooting and analysis, consistently prioritizing a positive customer journey.
Mar 2018 – Feb 2019
CX & training
  • Handled ~80 daily contacts with FCR focus; trained new agents on Forex/MT4.
  • Analyzed profiles and led outreach to improve retention and deposits.
  • Ensure compliance with regulatory guidelines and internal policies.
Sep 2017 – Mar 2018
Customer service
  • Delivered high-quality support via phone and email; achieved >75 NPS.
  • Owned issues end-to-end and drove process improvements.
Mar 2017 – Sep 2017
Project & hiring
  • Led placement process for ~600 fresh graduates (SL1M/PROGRESS).
  • Developed SOPs, built client relationships, and guided interns.
Mar 2016 – Sep 2016
Early career
  • Supported campus outreach initiatives and national bootcamps; ensured successful execution of SFCF events.
  • Coordinated stakeholders and reported progress to leadership.

Skills & Abilities

  • Advanced data analysis & interpretation
  • Contact center operations & QA
  • Client communication & stakeholder management
  • Coaching, mentoring & team leadership
  • CRM proficiency; Microsoft Office & Excel (incl. Power Query)

Education

Universiti Malaysia Sabah
B.Sc (Hons) Science in Biotechnology

Certifications & Training