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Work Background
ByteDanceQuality Assurance - Partnership
Apr. 2020 - Mar. 2024Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia · Hybrid> Primary function as the project manager for quality insights delivery.
> Communicate across any policy cascading updates, clarification, and calibration sessions with partner moderation sites.
> Create and monitor glidepaths along with monitoring partner moderation site quality accuracy performances (issuing weekly quality reports for each partner moderation sites).
> Undertake quality analysis and develop quality improvement plans to emphasize continuous improvement of partner moderation site performance.
> Conduct Realtime queue monitoring.
> Initiate any incident management/handle any escalations from partner moderation sites.
> Initiate training & prepare assessments for new hires recruited by partner moderation sites.
> Collaborate with cross-functional teams (BPOs, Vendor Management Teams, Quality Assurance, Training & Development, Policy Management, Product Management, Data Analytics etc) to identify, assess and resolve on-going issues or initiate collaborative steps to refine existing processes.
> Handle ad-hoc tasks that may crop up by stakeholders.
ConcentrixSenior Executive Quality Assurance
Jun. 2014 - Mar. 2020Cyberjaya, Selangor MALAYSIA• Performs quality checks and validation on call monitoring for front office agents plus back office processes;
• Ensures to deliver feedback to agents that are evaluated during audit & track their learning progress;
• Undertakes Voice of Customer review relating to service discrepancies relating to call interactions between clients’ stakeholders and service personnel;
• Ensures accountability and integrity to address issues related to service processes for Front Office & Back Office agents.
• Identifies and raises data-related issues or anomalies on assigned projects to other functional teams or to the client. Provides recommendations on plausible outcomes;
• Communicate with the client data-related or in some cases project-related matters & liaise with Project Management Office to convey to the client;
• Collaborate with Operations to ensure diligence of agents to adhere to Quality parameters set out by client’s service expectations;
• Participate in weekly client calibration sessions and discuss on various parameters to iron out differences & service discrepancies;
• Identifies and proactively implements process improvements to ensure overall service quality improvement in project metrics;
• Collaborate with Training team to ensure consistency in delivering client’s product & services. Observe New Hire Trainees & On-Job-Training sessions and make notes on their individual progress;
• Ensures compliance with regulatory requirements, including information security and confidentiality provisions of the client.
IBM Malaysia Sdn BhdTeam Lead - Email and Chat Service content
Jul. 2012 - Apr. 2014Cyberjaya• Handle a back-office department with a team of 6 individuals to process email replies to English-language passengers relating to Airline Clients’ Reservations & Ticketing, Special Service Requests ( such as special meals requests; pre-assigned seats; reduced passenger mobility {RPA}; on-board Medical transport assistance and many more), Baggage-related inquiries (Free Baggage Allowances, Excess Baggage Allowances, Delayed & Lost baggage & Items allowed to be transported to the aircraft), Frequent Flyer Program inquiries and many more;
• Analyse inbound chat-related inquiries from airline client’s frequent flyer members relating airline-related inquiries & replies from the team members are answered within the SLA;
• Arrange for passengers complimentary transit services that have a layover period in airline client’s airport hub or selected locations between 6-24 hours before their next connecting flight with airline client. Such services include overnight hotel service; access to the Business Lounge and liaise with hotel accommodation nearby international airports worldwide on any last-minute arrangements;
• Prepare weekly report analysis relating to specific topics; highlight any trends & analysis of relevance that could be important for future marketing campaigns for airline client;
• Monitor performance of the team members & apply positive appraisal based on merit;
• Coach team members on call handling & telephone etiquette; In April 2014, the project was transferred to Concentrix due to the takeover of IBM Global Service operations by SYNNEX Corporation in September 2013.
Aimia IncLoyalty Analyst - Velocity Frequent Flyers
Jun. 2010 - Jun. 2012Kuala Lumpur• Attend to customer call enquiries relating to service offerings from Virgin Australia.
• Explain to customers with regard to Virgin Australia’s frequent flyer program called Velocity.
• Drafting out emails to send out to Premium members (Platinum, Gold and Silver) relating to their enquiries about the Velocity program. • Allocating Velocity reward points for flights taken more than the advertised SLA given to members.
• Performing flight upgrades using Velocity points for members travelling within Australia and Short-Haul International destinations from Australia to New Zealand, the Pacific Islands, Bali and Phuket.
• Tracking and monitoring the Premium Support mailbox from Platinum and Gold Velocity agents based in Brisbane, Australia relating to service enquiries from our Premium Velocity members.
• Liaising with Team Leaders and Managers at Velocity to resolving escalation and enquiries from the Premium Support mailbox.
JFPS GroupEvents Producer - Conferences
Mar. 2010 - May. 2010Responsibilities: 1. Conduct telephone research with key industry professionals and analyze research findings within a target market. 2. Utilising critical thinking to develop and write commercial conference programs that meet the stated needs of the market. 3. Identify, invite & secure high level speakers to present on key topics for an event. 4. Attend and oversee conferences, including providing the opening introduction, and assistance and support to speakers. 5. Provide strategic information to the supporting departments like sales, marketing and sponsorship including: the target market in terms of industry sectors, disciplines and geographical markets, relevant industry associations, industry publications and so on. 6.Generate and test new topics for future event production. 7. Write promotional literature for the content of event brochures, website and all electronic promotional campaigns.
AIESECIntern, Tourism Development in Andhra Pradesh
Sep. 2009 - Nov. 2009Hyderabad Area, India
AIESEC CurtinFinance Manager
Jan. 2009 - Dec. 2009
Queens Park Recreation CentreRecreation Centre Assistant
Dec. 2008 - Jan. 2010Perth, AustraliaDuties:
1. Managing and facilitating booking forms for clients; 2. Handling Point of Sale (POS) transactions; 3. Responding to customer queries; 4. Organising Kindy Gym and Junior Cricket coaching sessions as part of in-centre activities 5. Performing the Close of Business procedure
Kresta Blinds and Curtains Pty LtdBookings Clerk
Oct. 2008 - Dec. 2008Perth, AustraliaDuties:
Setting appointment times for the company fitters to meet the clients and install their blinds;
Data entry for fitters' pays
Reporting job problems to the regional centre to rectify any defects to the product;
Answering customer queries and recording issues raised by the clients;
Tracking customer orders;
Conducting daily stocktake of newly-arrived goods to the showroom:
3
Zest Health ClubMembership Consultant
Mar. 2008 - Jun. 2008Duties:
Conducting lead generation (sourcing out new clients to the fitness centre)
Administering sales contracts;
Promoting the products and services offered by the fitness centre;
Meeting monthly sales targets;
Contacting new members to the gym and finding out how they enjoying the Zest experience;
Noting down suggestions from clients in improving the service experience
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