WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Tay is a highly personable and results-driven professional with extensive experience in the IT sector. Demonstrating strong analytical and problem-solving capabilities, Tay consistently delivers effective and customized solutions to meet the needs of clients and partners. A proficient multilingual communicator, Tay possesses excellent command of Japanese, English, and Chinese, both in written and spoken forms.
Key Responsibilities: ・Prioritize day-to-day operations and quality enhancement. ・Oversee a medium-sized account and 2 small-sized accounts with total 3 supported languages. ・Take charge of monitoring and reviewing Service Level Agreements – Customer Satisfaction (CSAT), Average Handled Time (AHT), First Call Resolution (FCR) ・Conduct hiring and interviews for team members. ・Prepare and deliver monthly reports to Japanese clients. Key Achievement: ・Achieved green SLA status consistently for all metrics across all languages for a period of 12 months.
Key Responsibilities: ・Provide support for the transition of new businesses and applications. ・Prepare and deliver monthly reports to Japanese clients. ・Conduct training sessions for team members on new applications. Key Achievement: ・Successfully facilitated the smooth go-live of new businesses and applications support. ・Contributed to the growth of the team, transitioning from a small-sized to a medium-sized account. ・Star Award – March 2019
Key Responsibilities: ・Provide Technical troubleshooting to Japanese clients. ・Support channel: Phone, Chat and E-mail. ・Support language: Japanese Key Achievement: ・NOT getting any DSAT for consecutive 3 months
Key Responsibilities: ・Provide Technical troubleshooting to Japanese clients. ・Support channel: Phone, Chat and E-mail. ・Support language: Japanese