Adrinaz Sri

Regional Service Manager

Vaisala Sdn Bhd

Directed end-to-end service operations for environmental and industrial measurement systems, achieving 90% SLA compliance and increasing contract renewals by 15%. Led a team of 2 service engineers and launched a remote diagnostics program that improved first-time-fix rate by 85%.

Service Delivery ManagementSLA ManagementTeam LeadershipBudget ManagementRemote DiagnosticsCondition Based MaintenanceFault Trend AnalysisCustomer Relationship Management

Customer Service Operation Business Manager

Agilent Technologies Sdn Bhd

Directed a team of 33 Field Service Engineers and Application Engineers, growing service business profitability by 10% annually. Led quarterly performance evaluations and earned the Asia Pacific Customer Experience Recognition Award in 2021.

Service OperationsTeam LeadershipProfitability ManagementSWOT AnalysisFinancial ReviewsCustomer SatisfactionPerformance ManagementCross Functional Collaboration

Senior Service Manager (Head of Department)

Led daily service delivery for a 42-member team, increasing productivity and profitability by 12%. Implemented Zendesk support, improving response time and ticket resolution by 30%.

Service DeliveryTeam LeadershipZendeskCustomer SatisfactionProcess ImprovementApple Products

Service Desk Manager

Petronas

Managed global service desk operations for Petronas users, evaluating desk health across six dimensions. Instituted a performance-measurement framework that improved resolution time and CSAT by 90%.

Service Desk ManagementPerformance MeasurementSLA ManagementGlobal OperationsCustomer Satisfaction

Service Desk Team Manager

Hewlett Packard

Led 25 direct reports across help desk operations, ensuring SLA adherence and onboarding new services. Managed SLA performance for Asia Pacific and led implementation of a new phone system and chat-based support.

Service Desk OperationsSLA ManagementTeam LeadershipRecruitmentPerformance ManagementPhone System ReplacementLive Chat