Muhammad Yusri Bin Ramlee

Results-driven operations leader with 10+ years of experience managing 24/7 contact-centre environments across Malaysia and Singapore. Proven track record in SLA governance, vendor accountability, and workforce planning for 3,000+ retail sites. Lean Six Sigma Green Belt certified, with expertise in manual forecasting, escalation handling, and process improvement. Passionate about driving service reliability, coaching high-performing teams, and transforming operational workflows. Open to senior management roles in contact-centre, service delivery, or process excellence.

Senior operations leader with 10+ years managing 24/7 helpdesk and shared-services across Malaysia and Singapore for 3,000+ retail sites. Proven at sustaining >98% SLA through spreadsheet WFM forecasting, roster optimisation, KPI-driven escalation models, and vendor enforcement. Experienced manager of frontline supervisors and analysts who builds performance culture through coaching, SOPs, and QA-driven feedback loops. Strong track record in process improvement and Lean Six Sigma methods, incident reduction, cross-border rollout support, and operational reporting using Power BI and advanced Excel.

• Lean Six Sigma Green Belt (2025) — Practical training in process improvement, root-cause analysis, and data-driven project delivery.
• Executive Development Programme (2025) — Leadership and strategic management skills for senior operational roles.
• Building Resilience for Changing Times (2021) — Change management and continuity planning for volatile environments.
• SPM (2009) — Secondary education certificate; foundation for continued professional development.