Ng Donald

Up to Mar 2023, I have 17 years of experience in Data Analytics/ Business Analytics in Contact Centre BPO industry. I am proud to turn unprocessed raw data into meaningful insights, which trigger relevant business actions towards performance optimization and revenues.

Worked for two BPO Companies as Senior Manager, Data Analytics. In one company, I led 20 members to support client campaigns that required 2500 agents and generated USD 4 millions monthly revenue.

• Achieved significant improvement in revenue management by automating validation process of complex pricing for each Line of Business in monthly invoicing files worth millions ringgit, leading to optimized billing amount and shorter processing time. 
• Created a comprehensive Campaign Performance Dashboard that provided Upper and Middle managements with daily updates on the month-to-date contractual KPIs of key client campaigns, enabling them to foster happy client relationships and optimize billings.
• Awarded exceptional trustworthiness and reliability by managing monthly accruals and billings, ensuring accurate invoicing for all clients worth USD 4 million a month.
• Implemented a successful Weekly Likely Revenue update and Revenue Leakage exercise, identifying potential revenue opportunities and detecting 7% monthly billing chances from incentive/ penalty, manpower deployment/attendance management, and charged pricing tiers.
• Headed design of commission/incentive programs that incentivized agents to meet contractual campaign Service Level Agreements (SLA), leading to over 90% client satisfaction for several consecutive years.
• Successfully validated monthly commission/allowance/incentive pay-out for the company, ensuring timely and accurate payment to all performing individuals with zero reconciliation needed, within budget.
• Effectively supervised the preparation of Business Review decks on a weekly/monthly/quarterly basis, facilitating performance reviews and decision support between clients and portfolio holders.

First Class Honored Bachelor Degree in Business Administration, Major in Finance