Rong Ji Sai

➢ Work Experience: 13 years experiences in Workforce Management (WFM) in contact centre (Business performance 
analysis, capacity management/ resources planning, forecasting, scheduling).
Worked for: Shangri-la Shared Services (Global), IQI (MY), Amazon (Based in Beijing), DHL Express (MY),
Citibank (MY), Netstar S/B, Pro Enterprise (MY).
Industry Experience: Hospitality (Hotel), Property, E-commerce, Logistic, Banking, Automotive, Advertising.
➢ WFM/ Systems experiences: WFM systems (Genesys, Aspect/Alvaria, Avaya, Nice), PABX, IVR, Skill Based Routing
(SBR), Tableau, ERP system (CRM & Sale).
➢ Management skills: People Management, Project Management, Recruitment/Hiring, Outsourcing Relationship 
Management (ORM), Vendor Management, Mystery Shopper Program (MSP), Net Promoter Score (NPS), Service 
Guarantee Plan (SGP) and Continuity of Business Plan (COB)/ Disaster Recovery Plan (DRP).
➢ Knowledge & Skills: Capacity Planning & Budgeting, Analysis & MIS, Strategic & Planning, Advance MS Excel skill 
(Functions & VBA), Customer Relationship Management (CRM), Governance (internal auditor) and sale roles.
➢ Personal Attribute: Analytical, strategy & planning, attention to details, high commitment to deliverable, good 
communication & interpersonal skills, experienced managing relationships including all level internal & external 
stakeholders (Vendor & Outsourcer).
➢ Education/ Professional Qualification: MBA (AU), Certified Contact Center Manager (ATCEN), Certified Management 
Consultant (US)- including CC Operation Management, CRM, People Management, Leadership & Business Management, 
Ex Member of Contact Centre Association of Malaysia, associate Certified Financial Planner (CFP).

➢ Work Experience: 13 years experiences in Workforce Management (WFM) in contact centre (Business performance 
analysis, capacity management/ resources planning, forecasting, scheduling).
Worked for: Shangri-la Shared Services (Global), IQI (MY), Amazon (Based in Beijing), DHL Express (MY),
Citibank (MY), Netstar S/B, Pro Enterprise (MY).
Industry Experience: Hospitality (Hotel), Property, E-commerce, Logistic, Banking, Automotive, Advertising.
➢ WFM/ Systems experiences: WFM systems (Genesys, Aspect/Alvaria, Avaya, Nice), PABX, IVR, Skill Based Routing
(SBR), Tableau, ERP system (CRM & Sale).
➢ Management skills: People Management, Project Management, Recruitment/Hiring, Outsourcing Relationship 
Management (ORM), Vendor Management, Mystery Shopper Program (MSP), Net Promoter Score (NPS), Service 
Guarantee Plan (SGP) and Continuity of Business Plan (COB)/ Disaster Recovery Plan (DRP).
➢ Knowledge & Skills: Capacity Planning & Budgeting, Analysis & MIS, Strategic & Planning, Advance MS Excel skill 
(Functions & VBA), Customer Relationship Management (CRM), Governance (internal auditor) and sale roles.
➢ Personal Attribute: Analytical, strategy & planning, attention to details, high commitment to deliverable, good 
communication & interpersonal skills, experienced managing relationships including all level internal & external 
stakeholders (Vendor & Outsourcer).
 

➢ Education/ Professional Qualification: MBA (AU), Certified Contact Center Manager (ATCEN), Certified Management Consultant (US)- including CC Operation Management, CRM, People Management, Leadership & Business Management, Ex Member of Contact Centre Association of Malaysia, associate Certified Financial Planner (CFP).