Shoban R.
Senior Learning and Development Specialist
Open to offersNew to PlatformAbout
Shoban R. is a Learning & Development Specialist with over a decade of experience in the APAC region, focusing on supporting business transformation initiatives. With an extensive track record in managing training lifecycles, quality assurance frameworks, and operational workflows, Shoban has contributed to leading brands such as Meta, Foodpanda, and Astro Malaysia. During his tenure at TDCX, he played a vital role in executing large-scale onboarding and training programs, achieving remarkable competency results and driving agent readiness across diverse APAC markets. Shoban has also excelled as a QA Officer, where he enhanced agent quality scores, ensured compliance, and maintained data integrity in customer interactions. His proficiency in Project Management, Sales Enablement, and AI Content Creation has been instrumental in delivering operational excellence recognized through several company-wide awards. Shoban's educational background in economics from Universiti Utara Malaysia complements his strategic approach to business development and operations.
Experience
Sales Trainer, Learning & Development
Meta Project at TDCX · 2024 — PresentExecuted onboarding and recruitment training for 55 agents, leading to a 100% exam pass rate. Planned and delivered a curriculum that eliminated a 2-year certification backlog for 100 agents, resulting in an 88% passing rate. Conducted performance gap analyses to redesign training modules, improving agent competency scores from 73% to 90%. Delivered weekly training sessions on platform updates and sales techniques for over 50 APAC agents, achieving high attendance and survey completion rates. Led market expansion and enablement initiatives in Bangkok to enhance agent readiness for Meta advertising solutions. Oversaw regulatory tracking and exam facilitation for professional certifications.QA Officer, Customer Experience
Meta Project at TDCX · 2024 — 2024Maintained a 0% audit discrepancy rate for consecutive months during independent audits, ensuring data integrity. Improved agent quality scores by 7% through data-driven coaching frameworks. Conducted regional Master Calibration sessions to align stakeholders on customer experience standards. Audited over 70 omni-channel interactions monthly to ensure compliance with regional service level agreements.Account Specialist
Meta Project at TDCX · 2022 — 2023Managed a portfolio of 100 agencies in Oceania and South Asia, overseeing account values from USD 10,000 to USD 500,000. Provided consultations on Meta advertising strategy and campaign optimization, contributing to portfolio growth of 5% to 10% quarterly. Collaborated with agencies to align Meta advertising frameworks with client goals, enhancing ROI. Consistently achieved monthly KPIs, leading to management of higher-value accounts worth up to USD 1.5 million.Digital Marketing Consultant & Founder
Bright Vision Marketing · 2021 — 2022Founded a digital marketing consultancy, providing strategy development, campaign execution, and performance reporting for consumer brands. Established online customer acquisition channels for SME clients, successfully completing all project cycles.Business Development Manager
Foodpanda Malaysia · 2020 — 2021Led business expansion into three new cities, securing 530 restaurant and vendor partners through B2B outreach within 19 months. Managed the full lifecycle of merchant partnerships to ensure ongoing partner success, meeting monthly KPIs.Account Specialist
Meta Project at TDCX · 2019 — 2019Supported advertisers across Southeast Asia in building effective Meta ad campaigns, delivering strategic performance insights aligned with client objectives. Re-engaged dormant high-value clients, recovering USD 135,000 in revenue during the South Asia off-season while achieving all monthly KPIs.Community Coordinator
Astro · 2015 — 2018Produced large-scale live events across five cities featuring over 120 artists, attracting 7,000+ audience members per location. Managed partnerships with NGOs and government bodies to enhance brand visibility and community engagement.QA Editor & Team Lead
Astro · 2010 — 2014Led a team of 10 editors, reviewing substantial volumes of content daily. Implemented automation for content ingestion, significantly reducing manual workload from 8–9 hours daily to under 2 hours.
Skills & Expertise
Education
- Bachelor of Economics (Hons.)Universiti Utara Malaysia · 2006 — 2009
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