Bro Mozack

Dynamic Executive with 15 years of experience in helping the organizations reach their full potential. Experienced in managing employee and community programs, and dedicated to successfully directing business operations

Driver BSMA (Johor Plentong Project) at Jabatan Pengairan dan Saliran Cyberjaya HQ (2025-01 – 2026-06)

• Operate departmental vehicles for official duties and daily operations.
• Transport officers to meetings, site visits, and work locations.
• Transport equipment, documents, and department items as required.
• Assist officers during site inspections, project visits and event management
• Conduct basic vehicle checks and ensure vehicles are safe and roadworthy.
• Arrange vehicle servicing and report any defects or breakdowns.
• Ensure compliance with road safety regulations and departmental procedures.

Real Time Floor Monitoring (RTFM /RTA) at Strateq Business Hub (STARHUB Singapore) (2023-09 – 2024-01)

• Monitor Trafic call to ensure meet SL%
• Provide and update report every hours
• Ensure agent punctual to follow schedule
• Ensure agent follow adherence Short break & Meal break
• Listen call to get to identify which call top higher
• Provide root caused SL & not meet the target

RTA/WFM (Lazada Project) at Tanscosmos Berhad (2022-08 – 2023-05)

• Forecasting, Scheduling and Real Time Analysis of productivity to ensure that goals are met or exceeded
• Analyze performance data to identify opportunities to operate more effectively and efficiently.
• Coordinate and collaborate with operations and other departments to ensure smooth.
• Understand and plan all aspects of staffing and capacity management for all sites directly responsible
• Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies
• Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination
• Provide feedback to management concerning possible problems or areas of improvement

TeamLeader (LG Project and AEON Project) at Tasa Sdn. Bhd (2021-09 – 2022-07)

• Responsible for training call center agents to make sure that service delivery on their part is always up to speed
• Responsible for allocating work-time to call center agents according to the workload (frequency of calls)
• Oversee the recruitment of required and qualified personnel to fill job openings for call center agents
• Maintain and enhance call center operations by supervising system performance(s), identifying and providing solution(s) to problems
• Prepare call center performance reports
• Manage call center equipment by ensuring repairs and replacements as at when due
• Determine call center operational strategies by conducting exercises like performance reviews, capacity planning, and needs assessment.

TeamLeader POS Malaysia (Email & Socmed Team) at Vads, Berhad (2019-04 – 2021-08)

• Monitor daily operations, response rates, productivity, SLA, quality, and operational targets.
• Monitor team performance and productivity to ensure daily and monthly targets are achieved.
• Generate and review daily and monthly productivity and performance reports.
• Monitor SLA performance and prepare reports for clients in line with BRD requirements.
• Monitor team discipline, attendance, work conduct, and areas for improvement.
• Motivate team members and recommend incentives, rewards, and recognition based on performance.
• Identify operational gaps and implement process improvements to enhance service quality.
• Assist and update the Team Manager on operational matters and day-to-day team performance.
• Drive team accountability to ensure individual and overall team targets are consistently achieved.

Real Time Floor Monitoring (RTFM/RTA) at Vads, Berhad (2009-01 – 2019-04)

• Monitor and manage daily staffing requirements to ensure optimal headcount and operational efficiency.
• Perform real-time monitoring of CSR performance, adherence to schedules, and service level targets.
• Manage daily and weekly staff leave, including off days, replacement offs, AL, EL, MC, AWOL, and punctuality.
• Prepare and propose duty rosters based on forecasted traffic and operational requirements.
• Coordinate and plan breaks, briefings, training, coaching, counselling, and staff motivation activities.
• Monitor and communicate daily workload, schedule exceptions, and staffing changes.
• Maintain and update real-time staffing and performance reports.
• Conduct effective real-time floor management and monitor operational performance.
• Provide hourly performance alerts and updates to management.
• Monitor and drive SLA achievement, targeting 80% or above service level and 5% or below abandon rate for inbound calls.
• Consolidate and standardize RTFM processes across multiple markets to improve operational efficiency and reporting accuracy.
• Develop tactical staffing plans to maintain consistent SLA performance.
• Identify operational gaps and participate in projects to improve overall performance and efficiency.
• Monitor and provide accurate shrinkage and absenteeism reports to support operational and workforce planning decisions.
• Coordinate with the Facilities Team to address and resolve operational facility-related issues.
• Support management in making timely decisions related to staffing, attendance, performance, and operational action plans.

Sijil Pelajaran Vokasional in Electronik – SMK.TEKNIK DATUK SERI MOHD ZIN ALOR GAJAH MELAKA (2002 – 2002)

Degree in Mechanical engineering – International College University Twin tech Sungai Buloh Selangor (2004 – 2004)