Director of Operations - Professional Advantage

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June 2008 to September 2009
Professional Advantage
Director of Operations
Key Accomplishments
Professional Advantage is a local BPO company. Its main focus is IT Helpdesk outsourcing projects.
This center was established from ground up and Lawrance has been responsible for all aspects of contact center design, build, infrastructure and telephony set up, recruitment and contract maintenance and business development.
Established workflows, escalation processes and recruitment processes.
Total of 2 projects with total staff strength of 65 people includes managers, trainers, supervisors, team leaders and helpdesk agents.
• Secured AVG project for PA. The contract was worth RM5.7 million for an 18-month period. The contract was signed between PA and AVG without PA having a physical contact center structure.




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Extremely results oriented and proactive seasoned business leader with proven record operations, IT management, business development, project management and optimization strategies. Dedicated to continuous process improvement and new technologies in the face of rapidly evolving and changing markets. Extremely results oriented and proactive in managing cost-effective solutions for company wide concerns. Possesses in depth knowledge of Business Process Outsourcing, Shared Services, Digital Marketing and Transformation and Hospitality Management. Personable and friendly with superb negotiations and presentation skills. Key Strengths • Hands on experience building BPO/Shared Services Centers from scratch • Focus on process improvement and optimization • Proven track record of meeting KPI’s • The ability to devise and implement contact center designs that work for the employees and the organization. • Ability to train, motivate and supervise • Upbeat, disciplined and creative personality, seen as a natural leader • Excellent negotiator/communicator and facilitator • Focused on staff, kpi’s and bottom line • Ability to devise effective and inexpensive solutions that meets customers and organization needs. • Flexible, committed to achieving outcomes. • Project Management • Remote Management • Excellent time management • Business Development