Experience

VPO Services Sdn Bhd

• Malaysia
• Outsourcing/Offshoring
• 1 - 100 Employee

• Subject Matter Expert

  • Nov 2022 - Present

  -Operates in tandem with Team Leads and Operations Leadership to create a culture of team efficiency and drive agent productivity. -Identifying operational issues and suggesting possible improvements. -Conduct Quality Assurance monitoring assessment of customer calls both recorded and live. -Coaching and training agents on improving Customer Interaction and offering advisors guidance. -Consulting across business operations, providing mentorship, and contributing specialized knowledge. Show less



Telexpress

• Taiwan
• IT Services and IT Consulting
• 1 - 100 Employee

• Training&Quality Assurance Specialist

  • Jul 2022 - Nov 2022

  -Developing call centers' education materials, such as digital presentations, how-to manuals, and instructional videos. -Scheduling and conducting training sessions on various call center topics to prepare and support new employees. -Training experienced employees on new or updated call center procedures to improve their performance. -Conducts audit per agent on a daily basis -Implement clear overall quality strategy with scalable process, tools and systems that allow efficient monitoring of performance versus target. - Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team to improve quality performance. - Research and understand customer expectations and needs to drive their satisfaction. - Identify and develop individualized and group training plans to address varying needs. - Produce statistical reports and insights on quality performance. Show less



Equinix

• United States
• Internet Publishing
• 700 & Above Employee

• Global Service Desk Mentor

  • Dec 2019 - May 2022

  Motivated Global Service Desk Mentor Representative with 2 years of experience in a fast-paced, team-based environment. Responsible for taking care of customers needs. Customer Service Representative who maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty over and off the phone. Motivated Global Service Desk Mentor Representative with 2 years of experience in a fast-paced, team-based environment. Responsible for taking care of customers needs. Customer Service Representative who maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty over and off the phone.



Startek

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Senior Executive

  • Apr 2019 - Apr 2022

  Motivated Global Service Desk Mentor Representative with 2 years of experience in a fast-paced, team-based environment. Responsible for taking care of customers needs. Customer Service Representative who maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty over and off the phone. Motivated Global Service Desk Mentor Representative with 2 years of experience in a fast-paced, team-based environment. Responsible for taking care of customers needs. Customer Service Representative who maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty over and off the phone.



Nirvana Memorial Park Sdn. Bhd.

• Real Estate
• 1 - 100 Employee

• Event Executive

  • 2018 - 2019