Power Bi, Microsoft Office, Excel, Salesforce, Powerpoint

"Reporting & Analytics", Trainer, Call Centre, Mandarin, Cantonese, Management Skill, "Contact Center Operations", "BPO Operations", "Team Management", "People Leadership", "Operations Management", "Voice Support", "Chat Support", "Email Support", "Customer Service", "Service Delivery", "Service Level Management", "SLA Management", "KPI Management", "Queue Management", "Real-Time Management", "Workforce Management", "WFM", "Roster Management", "Intraday Management", "Schedule Adherence", "Occupancy Management", "Shrinkage Management", "AHT", "Average Handle Time", "FCR", "First Contact Resolution", "CSAT", "Customer Satisfaction", "NPS", "Quality Management", "Abandonment Rate", "Contact Center Metrics", "Performance Management", "Coaching", "Mentoring", "Team Development", "Performance Appraisal", "Escalation Management", "Incident Management", "Root Cause Analysis", "RCA", "CAPA", "Kaizen", "Continuous Improvement", "Process Improvement", "SOP Development", "Operational Governance", "Stakeholder Management", "Client Management", "MIS Reporting", "Data Analysis", "CRM", "Telephony Systems", "Workforce Planning", "Conflict Resolution", "Hiring Management", "Attrition Management", "Absenteeism Management", "Information Security", "Data Privacy", "Audit Compliance", "Risk Management", "Microsoft Office", "Google Workspace", "Leadership", "Operational Excellence", "Customer Experience Management", "24/7 Operations Management"

Data Analytics, Oracle, Salesforce, Adobe

prophet , Microsoft Excel, IFRS17

Fund Accounting, Microsoft Office Excel, PFS-Paxus

IAS 16, IAS 36, Microsoft Office Excel, Tax Compliance, IFRS 16, Accounting Systems

analytics tools, digital platforms, Budget Management

SAP, Oracle, It Governance, analytics tools, itgc, Microsoft Dynamics, Cisa, ERP systems, ITAC, Regulatory Compliance, ISACA standards, It Audit, internal controls review, COSO, Cobit, Cissp, IT risk assessment, CIA, CRISC

Microsoft Excel

Scorm, Adobe Captivate, Multimedia production, WCAG AA, accessibility compliance, Rise, Analytics, video animations, Articulate Storyline, xAPI, interactive elements, LMS reporting