Experience

ZFX

• United Kingdom
• Financial Services
• 200 - 300 Employee

• Quality Assurance Assistant Manager

  • Dec 2021 - Present

  • Improve and maintain a high quality of customer service by conducting quality assurance audits, analyzing results, and providing coaching. • Enhance specialists’ skills, performance, and quality of work. • Monitor email communication channels according to the QA template. • Verify customer service results by measuring skills in product knowledge, service ability, greeting, diction, etiquette, objection handling, efficiency, and courteous close of interactions. • Provide feedback and coaching to support on daily/weekly/monthly basis. • Use all available reports to compile and track performance at department, team, and team member level. • Prepare and analyze regional internal quality reports to QA Manager. • Perform other tasks assigned by management. Undertake any other ad-hoc duties assigned by the Line Manager when required. Show less



TDCX

• Singapore
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Quality Assurance - Assistant Customer Experience Expert

  • Aug 2021 - Nov 2021

  • Performs all channel monitoring to evaluate employee’s behavior and customer service performance by complyingwith the company policies and business laws and regulations.• Provides structured and valuable feedback and recommendations to address skills and knowledge gaps and behavioralopportunities.• Prepares and analyzes internal quality reports for reviewing purpose to Internal Stakeholders and/or clients.• Collaborates with quality assurance team members and QA Manager to identify and streamline QA processes andimplement process standards that enhance service delivery and the customer experience.• Works in partnership with Operations, Training and Clients in developing and/enhancing evaluation programs that’stargeted to the objectives of the account and will unearth root cause of the problems, possible solutions and provideactionable insights for performance improvement.• Uses Call Center Tools and/or Client Systems to gather data and analyze trends or patterns affecting qualityperformance.• Any other duties and responsibilities that assigned by the management from time to time, within our category ofemployment in the organization and for the effective implementation, maintenance and continual improvement of theQuality Management System of TDCX. Show less

• Senior Verified Operation Specialist

  • Jun 2020 - Jul 2021

  • Set up appointments with Airbnb’s Hosts all around the world and carry out the listings’ video inspections via Zoom• The main serving purpose as a video inspection specialist is to maintain the guests’ experience while they are using the platform of Airbnb, being careful during the process of verification by making comparison and also multiple revision before proceeding to verify the hosts.• At the same time, we also carry out different tasks out of video inspection such as reviewing the listings of the hosts through the guest review and the past reservations carried out by the Hosts, replying the Hosts’ doubts and challenges through messaging, sending invitations to the Hosts on Airbnb Platform to perform video inspections of their listings.• Act as the floor support for Video Inspection Team, the main purpose to serve as floor support is to support the agents’ doubts, challenges and issues on the floor.• Being awarded as Employee of the Month, Team Stand-Out Performer, Quality Super Star, and Best Customer Centricity in July 2020.• Being awarded as Best Team along with my team in October 2020.• Being awarded as Employee of the Year 2020. Show less

• Fraud and Risk Specialist

  • Feb 2020 - May 2020

  • Reviews and analyses complex situations, pattern of fraudulent and suspicious trends• Comprehensively documents investigations and maintain high level of confidentiality while performing investigation.• Find solutions to mitigate and prevent fraudulent activities• Work with stakeholders to report trend and system loopholes and initiates enhancement, preventive measures.• Recommend to management if fraud detection policies and procedures should be changed to identify new fraudulentschemes arising from new fraud patterns Show less



American Express

• United States
• Financial Services
• 700 & Above Employee

• Merchant Onboarding Specialist

  • Apr 2018 - Feb 2020

   Perform an end-to-end service to onboard Merchants into American Express, covering 4 global markets: Hong Kong, Singapore, Australia, and New Zealand. Review provided documents by merchants to comply with AML standards and risk requirements. Evaluate and validate Merchant’s information through standard KYC process and prevent fraudulent account creation. Process any backend terminal linkage request or troubleshooting upon receiving any escalation from stakeholders. Perform outbound calls to Australia and New Zealand merchants to validate their details and terminal linkage completion. Involved in Process Improvement projects to reduce case resolution time, increase customer satisfaction, and promote automation in the team. For example: Standardization for CLIC scenarios, as a pilot team member for Project DMA, assist in changes to be made in Suncorp Bank’s Pose process, assist in preparing the map process for Bank Declined/Bank Rejected E2E process, supporting SME and Team Leader for pose process/pose escalation cases. Act as a trainer and back up for Stomp Team in training new hire to handle different POSE scenarios for outbound calls to Merchants. Representing Team Vibranium in Malaysia to participate Rowas Singapore 2019. Being awarded the Best Project for Project Stomp along with Team Leader. Being awarded as Top Performer, Star Colleague, Best CCP and VOCM Champion for multiple times Show less

• Dispute Specialist

  • Oct 2017 - Mar 2018

   Involved in a process migration project for Australia, New Zealand and UK Dispute from India to KL Servicing Centre Analyzing and resolving dispute cases raised by American Express' cardmembers and received by American Express' merchants according to the standard Business Operating Procedure, local regulations, and additional terms and conditions agreed upon the transaction.



Citigroup

• United States
• Financial Services
• 700 & Above Employee

• securities services representative

  • Sep 2016 - Feb 2017