Contact
Selangor, Malaysia.
+60176848862 (Mobile)
devsidhu_89@yahoo.com
www.linkedin.com/in/sachdev-
singh-340a7a181 (LinkedIn)
Top Skills
Call Center Development
Operations Management
Team Motivation
Languages
English (Full Professional)
Sachdev Singh
Regional Manager - Mapping Services
Selangor, Malaysia
Experience
Tech Mahindra
Operations Manager
August 2022 - Present (1 year 3 months)
Malaysia
I have been a Regional Manager (Malaysia) for this US based project. I
received my T3 Training in California, USA. Below are the responsibilities that I
have handled and fulfilled:
• Primarily logistics, reporting, and overall support of the Drive Coordinators
and their operators.
• Communicating with the Drive Coordinators to ensure they are tracking their
collection
progress and that the crews have the required resources for hotels, storage,
flights, and any
other logistical necessities of the job.
• Assisting Drive Coordinators with daily scheduling in addition to operator
transfers, breaks, and planned time off.
• Advising Drive Coordinators on how to handle personnel issues, accidents,
and technical issues.
• Strategic management of team movements in the entire country.
• Communicating directly with Supplier’s leadership to update statuses and
changes in the field.
• Providing accurate reporting of collection efforts.
• Scanning CV's and interviewing candidates that suits the job role (also
approving).
• Training Operators, Drive Coordinators, Camera Coordinators and Certified
Equipment Installer.
• Getting individual states approvals from Malaysian Government Authorities
from the below:
i) Malaysian Security and Enforcement Unit
ii) Malaysian State Home Affairs and Research Office (Chief Minister's
Department)
iii) Malaysia Corporations Department
iv) Chief Security Office of Malaysia
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• Looking for warehouses (West & East Malaysia) quotes, dealing with
landlords and agents.
• Renovating the warehouse by dealing with multiple vendors to make sure it
complies the project need; Also, adhering to the company's/client's policies,
compliance & SoW.
• Receiving and approving invoices/payments for vendors, warehouses and
staff salaries on a monthly basis (Proforma).
• Coordination with vehicle rental companies for the entire period of the project.
This also includes servicing / breakdowns of those vehicles and inspection with
the Road Transportation Authorities.

Global Tech Solutions

Operations Manager
November 2017 - July 2020 (2 years 9 months)
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Global Tech Solutions is a BPO that specializes in providing call-center

solutions to clients
around the region of South East Asia. These services include customer
service, technical
support, human resources, finance, and telemarketing.
* Heading up a team of 7 direct reports that oversee an operations of over 100
full-time
customer service employees.
* Achieved a 40% improvement on the Service Level Agreements (SLAs) of
the customer
service team with 98% of all calls answered within 2 minutes.
* Accomplished the highest number of compliments for a department in 2019,
with more than
300 written compliments.
* Monitored and improved the Service Level Agreements (SLAs) of all the call
queues and
written enquiries.
* Handled escalated disputes, complaints and issues.
* Oversaw the quality checks for both inbound and outbound calls, providing
additional
coaching where necessary.
* Managed the department’s issue log spreadsheet and recommended
process improvements
to address root cause issues.

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* Conducted regular probationary and performance reviews on team
members.
* Prepared monthly performance, sales, and attendance reports.
* Improved quality and effectiveness of customer service team through
training, mentoring and
individual coaching.
* Increased optimization of the department by introducing automation, resulting
in a reduction
of headcount from 135 people to 115.

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