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Alia Zaharudin

Alia Zaharudin

Sr. Director Global Client Experience and Operations

Cornerstone OnDemand

Global Client Experience and Operations at Cornerstone OnDemand

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Cornerstone OnDemand

Sr. Director Global Client Experience and Operations

Operations executive overseeing people, processes and technologies globally and across multiple functions; scope of responsibilities have direct impact on the financial performance of the company.
• Orchestrate a global master Data Management strategy and operations. Reengineering workflows and system integrations on client information across sales, finance, consulting, service delivery and customer support.
• Direct the tracking and monitoring of key performance metrics across teams to ensure service delivery targets are met and to optimize resource allocation.
• Build and run customer engagement and loyalty programs centered around the use of analytics for decision-making.
• Net Promoter Score to track and monitor client loyalty (currently over 9 million users worldwide) as a key business initiative to drive a 95% client retention rate.

Career medium 02
Career

Prime Minister's Office

Research Associate

Worked on healthcare and education policy for the Prime Minister of Malaysia.

Cornerstone OnDemand

Senior Director, Global Client Services and Care

Responsible for the overall strategy and operations for client services and support to a high-growth global client base. Building and launching the next generation of a Client Success-centric support and service model for a SaaS company with industry-leading client retention rate. Restructured cross-functional services to drive operational improvements and a positive client experience. Launched Net Promoter Score to track and monitor global client satisfaction. Lead a team of over 30 professionals globally.

Career medium 01
Career
Career medium 02

Cornerstone OnDemand

Director of Global Customer Care

Oversee international customer care services and strategy for a software-as-a-service product. Redesigned the operations to introduce skill-based routing, performance metrics and product specialization.

Team of ~20 direct reports on two continents.

Career

McKinsey & Company

Management consultant

Led and managed teams of professionals internationally on developing and executing strategic change for leading organizations. Worked closely with C-suite and senior executives on operational and organizational turnarounds in North America and Western Europe. Led recruiting for Harvard Business School for the US West Coast offices. Voted one of the top mentors for associates in the office location.

Career medium 03
Career
Career medium 01

Amgen

Summer Associate

Reviewed and revised all operational reports sent to CEO to improve senior management communication across Process Development, Operations and Quality. Participated in creation of 5-year plans.

Career

McKinsey & Company

Business Analyst

Boston Consulting Group

Summer Associate Consultant

Goldman Sachs

Summer Intern

Developed an internal pricing system for an Operations department within Fixed Income, Currency and Commodities.

Harvard Business School

MBA

University of Cambridge

MEng., Manufacturing Engineering