Xavia, CC Tang
PMO | Customer Experience | Employee Engagement
Hong Kong
Summary
A typical ENFJ who values relationship and organization. Exceptional strengths in strategic planning with growth mindset, passionate about engagement and stakeholder management. Building myself to "see the forest and the trees".
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Community Operations, Program Specialist
UBER Hong Kong
Hong Kong
6 2021 - Current
- Localizes APAC initiatives & builds scalable process for HK which includes creating playbook, identifying resources, defining & tracking success metrics and soliciting voice of customers
- Achievements: Launched HK's first Voice of Customer program and surfaced customer pain points through listening to call recordings and scrubbing messaging tickets; Collaborates with stakeholders to identify actionable insights on product, process or contend
- Enables team's growth and support Ops target through expanding agent scope; improves overall program effectiveness; gives recommendation to opt-in product features that's applicable to HK's use case
- Achievements: Advised new support model and smoothed out operations during 3rd party integration; Spearheaded Driver satisfaction improvement program which successfully drove dissatisfaction down from 42.8% to 5.9%; Rolled out HK's first pre-sign up Driver chat
- Ongoing:Weekly spot checks on agent & automation quality performance; Works closely with Content & QA team to revise SOP and support content
- Partnered with internal stakeholders and agents in driving growth and removing operational frictions for Uber Eats
- Achievements: Exceeded 12% of upsell target by conducting AB test and reduced 40% of daily contact volumes by filling in process gaps; Led restaurant partner offboard process which includes agent site ramped down, tool deprecation and logistics during HK Uber Eats closure with no high risk escalations
Assistant Branch Manager (Marketing)
The Hong Kong Jockey Club
07.2020 - 05.2021
- Actively engaged cross-functional teams & vendors to support the governance of renovation and opening of Hong Kong's first transformational Betting Branch; handled overall responsibility for affluent segment and senior management
- Supervised and led a team of >30 staff to ensure the team adhere to performance standards and ensure appropriate standards are adopted; collaborated with team members to provide quality service delivery to both internal and external customers
- Reported directly to Head of Retail and generated management reports and analysis on market trend, customer feedback and transformation strategies development
Graduate Trainee - 1 Out of 3 Rotations
The Hong Kong Jockey Club
07.2018 - 06.2020
- Organized and managed internal event logistics,communication collaterals including volunteering workshop with NGO, fireside chat with C-suite and festive events for >1200 part-time employees across 4 Telebet Centers.
Education
Bachelor of Arts - Journalism & Mass Communications
Hong Kong Shue Yan University
Hong Kong 09.2014 - 07.2018
Certification
Project Management Professional Certificate (PMP),Project Management Institute,Feb 2023-2026
Affiliations
2022-2024 | Member, Culture Club | Uber
2018-2022 | Vice President, Internal Affairs of Management & Graduate Trainee Community | Hong Kong Jockey Club
Timeline
Project Management Professional Certificate (PMP),Project Management Institute,Feb 2023-2026
02-2023
Assistant Branch Manager (Marketing)
The Hong Kong Jockey Club
07.2020 - 05.2021
Graduate Trainee - 1 Out of 3 Rotations
The Hong Kong Jockey Club
07.2018 - 06.2020
Bachelor of Arts - Journalism & Mass Communications
Hong Kong Shue Yan University
09.2014 - 07.2018
Community Operations, Program Specialist
UBER Hong Kong
6 2021 - Current
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