Yuet Hong SENG

Analyzed data to identify areas of improvement, implementing changes that resulted in greater operational efficiency.

• Reported incident and issues to the team and management with great detail.
• Reduced operational risks while organizing data to forecast performance trends.
• Reported issues to higher management with great detail.
• Tracked call/chat trends and suggested enhancements to both challenge
• Scheduled employees for shifts and taking into account employee strengths.
• Established policies and procedures that improved operational efficiency within the organization.
• Maintained compliance with industry regulations by implementing risk mitigation measures and maintaining accurate documentation.

Achievements
- Q1 Shining star 2023
- Q2 Shining star (Group winner - Contact Centre Support Squad)
- Q4 Shining star (Group winner - CCTR Malware Avengers)

- EXSA Star Award 2022 and 2023
- Orion winner 2021

• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Facilitated smooth collaboration between departments through clear communication channels.
• Analyzed and reported on key performance metrics to senior management.
• Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
• Reduced operational risks while organizing data to forecast performance trends.

Achievement

- Orion Winner for 2021
- Q1 Shinning Star 2021
- EXSA Star Award 2021

• Advanced organizational goals by designing, monitoring, and refining key performance metrics aligned with business objectives.
• Collaborated with cross-functional teams to develop and implement performance improvement initiatives.
• Enabled efficient resource allocation by analyzing workforce productivity patterns across various departments.
• Informed strategic planning through the provision of timely, accurate, and actionable insights derived from performance data analyses.
• Supported executive decision-making with insightful dashboard development, highlighting critical business KPIs.
• Reviewed internal systems and organized training plans to address areas in need of improvement.
• Compiled research data and gave professional presentations highlighting finds and recommended optimizations.

• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
• Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.

• Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Greeted customers and listened closely to problems described to determine solutions.
• Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
• Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
• Mentored junior staff members to improve their knowledge of company policies, products, and services.
• Delivered prompt service to prioritize customer needs.