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Work Background
Trip.com GroupSenior Service Manager
Jun. 2023Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Expedia GroupSenior Manager, Customer Operations
May. 2021 - Jan. 2023Selangor, Malaysia
ExpediaSenior Manager, Customer Operations
May. 2021 - Jan. 2023Selangor, Malaysia
TruTripGeneral Manager - Malaysia
Dec. 2019 - May. 2021Kuala Lumpur, Malaysia
AIGSenior Service Manager
Nov. 2011 - Dec. 2019Kuala Lumpur, MalaysiaLeadership
Increased productivity of the operations by 50% (measured by case management efficiency and claims service levels) by introducing operational and process changes and adapting it to the regional requirements (Singapore, Malaysia, Philippines and India) Set measurable KPIs for all headcounts and ensured continuous conversation and coaching sessions to track and improve individual and team progress (achieved the highest compliment numbers within Asia Pacific (APAC) and ensured all internal promotions were filled by existing employees)
Consistently achieved the agreed service levels (>80% Call Service Levels; <3% Call Abandon Rates) by empowering the Team Leaders as well as creating a culture of accountability within the team Project & Operations Management
Global Implementation Projects – Verint Call Recording migration to NICE Platform (2012), Windows 7 migration for Malaysia (2014), Global SharePoint Development (2013 – Present)
Customer Journey Mapping (CJM) – Initiated and Completed a 17 point plan to improve customer service experience with the Claims Team which includes automation / robotics solutions
Root Cause Analysis of complaints from Voice of Customer (VOC) platform as well as Net Promoter Scores (NPS) comments in order to effectively manage and resolve customer grievances and introduced solutions to high frequency complaints Employment History:-
April 2014 - August 2015 - Service Manager
April 2013 - March 2014 - Assistant Service Manager
September 2012 - March 2013 - Senior Travel Assistance Coordinator
November 2011 - August 2012 - Travel Assistance Coordinator
Asia AssistanceCorporate Researcher
Jan. 2010 - Jan. 2011Selangor, MalaysiaConducted specific background screening for corporate clients as a pre-requisite before hire
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