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Management Consultant








Hi there! Let me introduce myself.

Jeremy is currently a Management Consultant, aligned to Talent and Organisation in Accenture. He has a keen ability to assess ineffective areas and propose strategic solutions to increase operational efficiency and add value to the business. He also possesses substantial process enhancements and change management work experience as well as business and systems implementation skills within the Communications, Media and Technology (CMT) and Resources industry.

Jeremy looks forward to the new challenges of leading a team, developing young talents and encouraging a strong growth mindset in his workplace.

My skillsets include
Business Process
Business Process Consultant
Customer Experience
Data Science
IT Consulting
Management Consulting
Strategy / Consulting
Strategy Consulting
My Working Experience
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Management Consultant


January 2018 - Current

Currently a Change Management Consultant in an Oil and Gas client. Strategising the organisational and behavioural change plan across the programme.

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Business Process and Customer Experience Specialist

Maxis Communication Bhd.

May 2016 - December 2017

Hired under the Business IT Transformation programme to undertake roles in Business Processes, Customer Experience and Business Communications

1. Business Communication Lead
 Manage, create, implement and oversee communication plans for every release of the project
 Preparing materials (in PowerPoint format) for stakeholders and steering committee members to keep them informed about the progress of the programme

2. Customer Journey Specialist
 Provide input on customer journeys for different archetypes during the scoping sessions which have resulted in some recommendations being endorsed
 Plan and operationalise alignment process from business core team to head of divisions prior to customer experience forums held monthly

3. Business Process Specialist
 Ensure that the socialisation process of all the sessions are tagged to the right stakeholders and business units
 Contact point for the business core team to address their concerns regarding the scoping sessions
 Provide input during scoping sessions with the vendor to ensure the different components of the respective business processes are covered

4. Other Responsibilities
 Laid out the foundation of the project with the creation of business concepts during the mobilisation stage and ensuring that these concepts are addressed during each release of the project
 PIC for preparing materials (in PowerPoint format) for important sessions, i.e. townhalls, forums, status updates, workshops

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Customer Experience Management Associate

Astro Malaysia Holdings Bhd

January 2015 - April 2016

1. Voice of Customer (VOC) and Mystery Shopper Programme
 Manage execution of both programmes, including liaising with vendors / partners to ensure timeliness and quality
 Provide insights and identify customer experience pain points, moments of truth and improvement areas
 Perform analytics and trending analysis on the programme’s findings and identify focus areas of improvement
 Recommend and track initiatives with business stakeholders, which has managed to improve CSAT scores QoQ in 2015

2. Customer Experience Advocacy and Communications
 Realign online experience, retail experience and customer service with the customer journey map to reflect the actual customer’s experience to improve CSAT scores
 Conduct comparative landscape studies for Astro’s e-channels and propose initiatives to drive CSAT improvement
 Design communication materials for services, products and customer campaigns from a customer’s viewpoint

3. Customer Experience Reengineering
 Perform research and analysis on the Customer Journey for Astro's pay-TV business, recommend and drive improvement plans to improve customer experience
 Successfully completed projects on Astro-on-the-Go and On Demand

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Business & Systems Integration Analyst


March 2012 - January 2015

Production Support Senior Analyst
 Led 2 teams to assist Regional Sales Managers from all over Malaysia to resolve system related issues
 Devised strategies on reducing incidents as well as improved the escalation and reporting efficiency
 Successfully decreased daily issues by approximately 70% in less than 2 months

Change Management Senior Analyst
1. Training & Development
 Redesigned training materials by consolidating 7 different documents into a “one-stop guide” which reduced the training time by approximately 30%
 Conducted training and development, becoming one of the most effective trainers with a rating of 4.5 out of 5
 Managed all end-to-end training related activities and processes together with the client’s Technical Academy team
 Developed long term process to manage training for all projects and enhancements implemented with the client

2. Stakeholder Communication
 Developed internal and external customer communications plan as part of managing change for the client
 Designed and managed all internal stakeholder communications to ensure business impacts are communicated and well-received by the clients and end users

Business and Systems Integration Analyst
1. Data Migration
 Led Weekly Background Migration (WBM) activities and successfully migrated approximately 3 million customer onto the new platform
 Handheld clients and end users to ensure accuracy of data in the new system across 4 releases (12 WBMs)

2. Full Dress Rehearsal (FDR)
 Led a team and conducted end-to-end tests to ensure accuracy and integrity of data
 Designed FDR approach for every release which was documented, approved and signed-off by the clients
 Identified, consolidated and resolved defects with the team and achieved 99% bill accuracy before every WBM

3. Migration Broker
 Designed, built, tested and integrated a PL/SQL script (Migration Broker) that functions as a stockpiling tool for telephony usages

My Education
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Civil Engineering

University of Nottingham

September 2008 - July 2011

Who I can help mentor
  • Students
  • Entrepreneurs
  • Working Professionals
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