A candidate with finance education background and operation management working experience seeking for career development opportunity in the field of finance and operation.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
Work History
Payment & Operation Team Manager
Customer Experience Group, Agoda Service Co.,Ltd, Bangkok, Thailand
01.2023 - Current
Manage team performance, ensure team meet KPI target without behavior issue via RCA analysis and SMART action plan.
Identify improvement opportunities and lead internal efficiency enhancements, including onboarding processes with RTS, KPI changes and optimizing internal escalations.
Support cross-team projects, assist with incident collaboration, and help onboard new products or tools.
Work with Finance and Business Risk Control Team for internal and external auditing, identify and control payment related risk.
SHG WeChat & Taobao Team Manger
Customer Experience Group, Agoda Information Technology Service Co.,Ltd
Shanghai, China
06.2020 - 12.2022
Managed team performance, ensured team meet KPI target without behavior issue via RCA analysis and SMART action plan.
Identified improvement opportunities, rewrote handling procedures and reset KPI for SHG WeChat & Taobao team.
Communicated with business partners regularly to improve mutual customer experience, responded to escalated inquiries and disputes from partners.
Supported cross team level projects such as BNRL and Quantum automation, monitored progress and feedback timely.
SHG Domestic Team Manager
Customer Experience Group, Agoda Information Technology Service Co.,Ltd
Shanghai, China
09.2018 - 05.2020
Managed team performance, ensured team meet KPI target without behavior issue via RCA analysis and SMART action plan.
Monitored real time operation traffic, supported agents with best solutions for complaint, took over escalation when necessary.
Supported operation projects for better customer experience, such as China Local OTA Benchmark Project which aim to compare and improve operation service.
Led Weibo project to minimize the negative impact of customer complaint from social media by coordinating resources on public complaint resolution
Customer Experience Specialist
Customer Experience Group, Agoda Information Technology Service Co.,Ltd
Shanghai, China
09.2016 - 08.2018
Handled requests from customers and hotel suppliers via call and email.
Supported new hires as mentor, handled escalation cases as elite agent.
Assisted team manager to monitor real time operation traffic and coordinated human resource when traffic needed.
English Customer Service Representative
Customer Service Department, Sherpa’s Food Delivery Company
Shanghai, China
05.2016 - 08.2016
Created orders for international customers, served with best solution for complaint.
Helped with the communication between delivery staffs and international customers, ensured order arrive timely.
<ul><li>Lead a high performing team of Case Managers, Injury Management Advisor and Technical Specialist. Acting as a Third Party Administrator and responsible for the management of the portfolio of Youi CTP Claims.</li><li>My role was to oversee and supervise the day to day operation of the claims team and to ensure that both our Statutory Benefits and Common Law claims portfolio are being managed at a high level and in line with the legislation.</li><li>I am responsible for design and implementation of framework for effective claims strategies to uplift Customer Experience including Business and Regulator deliverables.</li><li>Established and developed strong working relationships with our client Youi to ensure that regular business performance updates are provided, improve reporting and claims governance including risk oversight are being identified.</li><li>Develop new initiatives and ideas to assist with the continuous improvement of claims processes and procedure including the rolling out of such plan to the business.</li></ul> at Employers Mutual Limited<ul><li>Lead a high performing team of Case Managers, Injury Management Advisor and Technical Specialist. Acting as a Third Party Administrator and responsible for the management of the portfolio of Youi CTP Claims.</li><li>My role was to oversee and supervise the day to day operation of the claims team and to ensure that both our Statutory Benefits and Common Law claims portfolio are being managed at a high level and in line with the legislation.</li><li>I am responsible for design and implementation of framework for effective claims strategies to uplift Customer Experience including Business and Regulator deliverables.</li><li>Established and developed strong working relationships with our client Youi to ensure that regular business performance updates are provided, improve reporting and claims governance including risk oversight are being identified.</li><li>Develop new initiatives and ideas to assist with the continuous improvement of claims processes and procedure including the rolling out of such plan to the business.</li></ul> at Employers Mutual Limited