DOAN NGOC UYEN THI
Kuala Lumpur
Summary
A proactive and results-driven Operations Leader with a proven track record of leading high-performing teams in the BPO industry. Expert in driving regional profitability across APAC markets through data-backed strategies, stakeholder management, and operational excellence. Skilled in balancing aggressive business targets with a people-centric leadership approach.
Overview
11
11
years of professional experience
Work History
Operations Manager
Concentrix
Kuala Lumpur
2025.04 - Current
- Direct end-to-end operations for 150+ Headcounts (HCs) and 8 Team Leaders across APAC markets; optimized team productivity to capture maximum incentives under high-stretch environments, successfully delivering 70%+ achievement across key performance indicators.
- Identified and eliminated operational bottlenecks using Lean methodologies, contributing to a 3% increase in CSAT across the APAC region each quarter.
- Integrate AI-driven tools to optimize Average Handle Time (AHT), exceeding efficiency targets by 20% while maintaining high quality scores.
- Led Monthly/Quarterly Business Reviews (MBR/QBR) with client leadership, synthesising performance data to inform strategic direction.
- Partner with WFM, QA, and Training departments to leverage data analytics, providing clients with proactive, actionable insights for win-win outcomes.
- Managed project budget with focus on cost efficiency, optimising resource allocation while maintaining service quality.
Senior Team Leader
Concentrix
Kuala Lumpur
2023.09 - 2025.03
- Oversaw Vietnamese and Japanese markets, managing diverse team of 100+ HCs (including direct reports of Team Leaders) to enhance regional operational efficiency.
- Supervise and mentor Team Leaders, driving team-wide productivity, performance metrics, and strict adherence to business regulations.
- Spearheaded leadership development programmes to build a robust succession pipeline for Team Leads and Subject Matter Experts (SMEs).
- Orchestrated staff retention strategies that lowered attrition rates by 2% through enhanced coaching and recognition programmes.
- Handled high-level escalations and coordinated business continuity plans (BCP) to maintain uninterrupted service delivery.
Team Leader
Concentrix
Kuala Lumpur
2020.02 - 2023.08
- Led team performance management by monitoring KPIs and developing individual development plans to enhance staff capabilities.
- Provided statistical feedback for staff evaluations and reward decisions, supporting fair and informed assessments.
- Collaborated with Operations Support to optimise staff schedules, ensuring efficient staffing levels.
- Conducted process alignment meetings with internal staff and external vendors.
Customer Service Associate II
Concentrix
Kuala Lumpur
2017.06 - 2018.10
- Provided excellent customer support and guidance while dealing with complex complaints, offering an empathetic approach to maintain loyal customer relationships.
- Responded to customer service enquiries in a timely and accurate manner.
- Advised advertisers on asset management (Ad Accounts, Pixels, Business Manager) and optimised ad campaigns, ensuring alignment with contractual KPIs.
Team Leader – Service & Internal Sales
Wall Street English
Vietnam
2016.01 - 2017.06
- Spearheaded training and coaching for new team members, establishing a 5-star service standard and improving student portfolio management.
- Led Internal Revenue Sales project, enhancing team performance through CRM tracking, academic advising, and quality event planning, achieving marketing and sales KPIs.
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Monitored staff performance and developed improvement plans.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
Management Trainee - CS Group Leader
AEON Vietnam Co. Ltd
2015.09 - 2016.01
- Optimised customer service workflows by leading a team of 5 and implementing process improvement ideas to achieve operational objectives.
- Completed intensive leadership training in critical thinking and professional service mindset to enhance leadership capabilities under AEON’s regional management.
Education
Bachelor of Commerce - Marketing
RMIT University
Vietnam2015-01
Skills
- APAC Market Management
- SLA/KPI Optimization
- Continuity planning
- Stakeholder Management
- Performance Coaching
- Talent Development
- Budget Oversight (P&L)
- Lean Six Sigma
- Resource Forecasting
- Data-driven Insights
- Project Development
- AI Tool Integration
- MS Office Suite
- CRM Systems
- Data visualisation tools
Languages
English
Vietnamese
Timeline
Operations Manager
Concentrix
2025.04 - Current
Senior Team Leader
Concentrix
2023.09 - 2025.03
Team Leader
Concentrix
2020.02 - 2023.08
Customer Service Associate II
Concentrix
2017.06 - 2018.10
Team Leader – Service & Internal Sales
Wall Street English
2016.01 - 2017.06
Management Trainee - CS Group Leader
AEON Vietnam Co. Ltd
2015.09 - 2016.01
Bachelor of Commerce - Marketing
RMIT University