Experience

Amway

• Türkiye
• Consumer Services
• 500 - 600 Employee

• Subject Matter Expert/Business Analysis Lead - Customer Care

  • Oct 2018 - Present

  - Manage the design of the future-state Asia Pacific (APAC) solution for business processes in the Customer Care (CC)/Customer Service (CS) area based on the strategic priorities of the APAC Customer Care Transformation initiative - Represent the strategic direction of the Amway Business interests of the business and advocate APAC CC/CS harmonization, process standardization and operation centralization - Support the successful transformation of Amway Asia Pacific into a process-driven organization - Minimize the negative impact of process standardization and IT deliverables on market ABO businesses/ABO (Amway Business Owner) Experience Show less



Zebra Technologies

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Customer Success Specialist

  • Apr 2012 - Sep 2018

  - Business lead for contact center in Oracle 11i transition (system transition) project.- Manage 4 global project team members from North America, EMEA and APAC- Provide business requirements by oversee contact center operations and assess operation impacts on system transition. - Coordinate with subject matter experts/ project team members to ensure business requirements are captured and ensure project time lines are met. - Assess business impacts and risk during project cut-over and coordinate with stakeholders. Show less

• Senior Global Process Specialist

  • Jan 2015 - Dec 2017

  - Successfully complete Prince2 Foundation and Practitioner course in 2017- Involve in 2 years contact center system transition projects for business acquisition from Motorola to Zebra- Act as subject matter expert (SME) in the project- Work with IT to apply business processes into the new tool and at the same time look into potential contact center improvements and alignments.- Leading project UAT (User Acceptance Testing) event by providing business use cases and step by step guide for stakeholders/ users to execute.- Project training lead in training developments and deliveries. - Contact point for IT on system enhancements requirements, approvals and testing. Show less

• Customer Service Support Specialist

  • Apr 2012 - Dec 2014

  - Team lead for ANZ team of 6 team members - Contact point for team members regarding escalation cases, work process and application tools - Setup work process and prepare documentations - Work on process to ensure business operation run smoothly - Provide coaching to the new hires and prepare training documentations - Received High 5 appreciation emails from customer and Australia service managers - Received Moment award (5 x High 5 appreciation emails from customers) - Represent team to conduct weekly conference meeting with Australia business stakeholders to review and discuss on current business operation process and provide workarounds on highlighted issues - Act as SME (Service Matter Expert) within the team - Represent the team and work closely with other teams for changes/ upgrades on business tools or process - Involve in CAT (Customer Acceptance Testing) for new Tesseract system (SC5) implementation project and work on process improvement documentations - Successfully complete ITIL 2011 foundation course Show less



Dell Technologies

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Service Specialist

  • Jun 2008 - Apr 2012

  Work Description: - Diagnosis and troubleshoot via telephone, computer systems and software systems within standard time frames. - Analytical, articulate, result-oriented and provide excellent follow-up. - Maintain accurate call logging and tracking into Helpdesk database. - Possess excellent communication skills and the ability to work with diverse range of people with varying levels of technical understanding and ability in international environment. Achievements: -Pod leader to a group of 3 person and monitor pod members performance from time to time. -Successfully handle and manage escalation case from pod members in order to fulfil customer satisfaction. -Generate reports and come out with report layout for the whole team about total calls and auxes taken each day to increase awareness of team members towards team and individual performance -Compliments emails by customer towards excellent customer service support -Shortlisted and enrolled in Future Leader Program and train to be a good leader in the future. -Awarded with Bronze Award for outstanding performance and lasting contributions to high valued contributor in SA CSMB with CE%-98.7%, FCR-64% and margin-$2,7K -Awarded with Certificate of Achievement for highest revenue with Margin, CE and productivity Q1FY10 -Awarded with Certificate of Achievement for FY10 Future Leader Program -Awarded with Platinum Club Award for outstanding performance in FY10 Q1 in Revenue/Margin/CSAT/FCR/CRW/QC & dedication to call quality Show less