• Established and scaled EVA Global’s Malaysia entity, building an Asia Pacific hub with 100+ staff across operations, QA, training, WFM, IT, HR, finance, and support functions.
• Led daily operations spanning 80 onsite and 20 remote team members, supporting clients across three continents and consistently surpassing performance targets.
• Optimized budget planning and cost management, identifying and executing savings opportunities that improved resource allocation and financial efficiency.
• Drove regional business development and successfully expanded EVA Global’s footprint in the Asia Pacific market.
• Cultivated a high-performing, people-centric culture through monthly engagement programs and recognition initiatives, improving team morale and retention.
• Revamped global QA processes, increasing average QA scores from 72% to 94% within one year.
• Achieved consistent KPI performance for three consecutive years: SLA 96%, Abandonment Rate 4.2%, QA 96%, FCR 93%, and CSAT 95%.
• Spearheaded global transformation initiatives, leading the successful rollout of upgraded QA, reporting, SOPs, dashboards, telephony, ticketing, and knowledge base systems.
• Improved operational consistency and client satisfaction by closing process gaps and streamlining shared service workflows.

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