Hong Kong SAR
• Drive transformation projects to elevate the inflight customer journey by implementing innovative technologies and service enhancements • Monitor cNPS performance and collaborate across teams to drive customer experience enhancements • Lead and organize inflight and ground activation events on special occasions, creating memorable experiences for passengers.
• Transform the Call Center from a traditional Call Center to a AI / Technology incorporated Call Center • Managed the Call Center operation metrics, including AHT, SLA, QA, CSAT etc. • Partnered with BPO teams to implement initiatives that improved performance across a 90 agent workforce. • Optimized cost management through accurate workforce planning, streamlined workflows, and technology enhancements. • Coordinated with cross‑functional stakeholders to investigate complaints and deliver effective customer solutions. • Analyzed customer data and collaborated with vendors to enhance customer experience, drive automation, and reduce costs. • Worked with multiple departments to align workflows and policies (Special Assistance, Codeshare Booking, Promotions, System Settings). • Directed the AI chatbot design, content strategy, and continuous optimization to increase resolution rates and improve customer experience. • Led project management for the launch of a new flight disruption tool, defining product requirements and conducting UAT to ensure timely delivery. • Successfully transitioned to a new BPO partner within 5 months, achieving significant cost savings for the company. • Developed multiple actionable ideas to improve the customer journey, such as introducing a cancel check‑in function and automating wheelchair applications.
• Managed a team of 100 in-house frontline employees to ensure operational excellence and excellent customer service • Liaise with BPO management team on outsourced team's performance (80 agents) as well as coordinating with BPO regarding global QA requirements • Provide coaching to agents for their personal development in their role • Coordinate with relevant personnel and stakeholders, including Managing Directors, CX Functional team and other departments, in solving problems that would address staffing requirements, work assignments and the like in ensuring that L1 and L2 operations are functioning at its optimum • Review performance data and coordinate with local teams in coming up with strategic plans to reduce manual work
• Oversee the operation needs and provide guidances to the local CX department across all 10 markets in SEA / LATAM • Pioneered a new workforce planning tool and successfully implemented for scheduling 200+ agents in various markets • Coordinated with Product and Marketing Team and launched a new Help Center in the app which deflected 15% user chat volume by providing customers a platform to self-serve their inquiries • Crafted KPI trackers and analyzed performance trends to improve agents productivity. Identified areas of improvements (e.g. AHT, Productivity, Attendance) and shared insights with Team Leads to develop coaching plans • Boosted the call center answer rate from average 80% to average 93%+ via close performance management • Identified key reasons of customer inquiries and collaborated with internal teams (Analytics, Product, Tech etc) to formulate product enhancements that reduced the average contact ratio from 14% to 9% • Leveraged data to conduct demand forecast and hiring plans for various markets and vendors
• Led the Customer Obsession taskforce, analyzed customer feedbacks and proposed recommendation to different teams for improving our products and services • Analyzed top contact reasons from customers with regards to the SingapoRediscover Vouchers (SRV) and provided the SRV Project Team recommendations to reduce customer contact and enhance customer experience via product content and app functionality improvement
• Conducted analysis on the performance figures and provided improvement recommendations such as tech requests, content amendments, which aim to reduce platform-wide inquiries per booking ratio and improve efficiency. • Supported and coordinated in series of process optimization projects (e.g. streamlining internal communication flows, developing SOPs) to drive operational efficiency (e.g. shorten response lead time, reduce redundant workload) • Coordinated CEG, Service Ops and Analytics to align operational data and create various performance dashboards to drive operational excellence, resulting in improvement customer service (e.g. higher SLA and CSAT) • Designed a new customer contact reason list and a new dashboard for all BUs to analyze the root cause of the inquiries and propose initiatives to reduce customer inquiries • Designed and implemented a new QA scorecard and data collection system for CEG Team to assess agents’ performance and analyze agents’ weak points for future improvements. • Supported as a centralized POC within CEG / Service Ops coordinating regular business and management presentations • Designed a Customer First Program to raise internal awareness on the importance of the customer first mindset.
• Reengineered the employee sickness rate calculation mechanism and analyzed for sickness patterns • Prepared Company’s Operations Annual Report for COO through analyzing on the root causes of problems and providing effective solutions • Conducted industry research comparing operations performance data between Hong Kong Airlines and major competitors • Researched on airline alliances trend and provided strategic recommendations on partnerships and alliances • Organized Company wide Annual Dinner with 1000 participants • Set up a foundational research project for the company on the topic of Sustainable Aviation Fuel • Enhanced company's crisis management manual to ensure the procedures are in compliance with local airport and government regulations. • Researched on US TSA (Transportation Security Administration) Pre✓® security requirements and measures to enhance service in the USA. • Coordinated and edited the company's magazine for employees to receive monthly corporate news updates
• Acted as a representative of the Office of Residential Life and Housing Services and serve as a resource when working with clients in person, on the phone, and via email, message board, Facebook, and Twitter • Assisted in the overall administrative operation of the central office including but not limited to account reconciliation and housing charge inquiries • Provided high quality, efficient, and positive customer service to students, parents, and the NYU community • Documented notable business and transactions in Service Link and StarRez databases