Chong Eng Tan, MBA

Assisting with Process Improvement and Operational Excellence initiatives across various campaigns at Teleperformance. Mentoring Lean Six Sigma Yellow Belt Project Leaders to successfully complete their projects within the defined pipeline.

As a Sales Team Manager, I lead a dynamic team of 10 to 20 sales specialists. My primary responsibility is to monitor and coach my specialists, ensuring they consistently achieve their monthly KPI targets. I am dedicated to optimizing team performance through effective coaching, strategic implementation, and performance management. Additionally, I lead weekly business reviews for the Sales Line of Business (LoB), focusing on key metrics, progress tracking, and continuous improvement to drive overall sales performance and meet organizational objectives.

As a Trust and Safety Champion, I am entrusted with critical responsibilities in ensuring the safety and compliance of the product environment for the Chinese market. My role involves: High-Risk Content Evaluation: I meticulously review and promptly report high-risk and time-sensitive content to relevant authorities, contributing to the swift removal of harmful materials. User Behavior Management: I enforce our client's terms of service by moderating users' disruptive behavior, maintaining a respectful and productive product environment. Cross-Cultural Collaboration: I effectively calibrate different cultural perspectives through collaboration with various vendors and global stakeholders, fostering a harmonious and globally inclusive content moderation process. T&S Team Collaboration: I collaborate closely with the Trust and Safety team across multiple vendors to conduct in-depth investigations for cases requiring further scrutiny, thereby enhancing procedural workflows. Performance Monitoring and Quality Assurance: I work alongside the T&S QA Team to monitor our team's performance and conduct audits to identify and rectify mishandled tasks, ensuring the highest standards of content moderation. Escalation Resolution: I am dedicated to resolving escalations requested by internal and global teams, ensuring that issues are addressed promptly and effectively to maintain client satisfaction. Internal Data Collection: In addition to my core responsibilities, I actively contribute to internal side-projects aimed at collecting vital data requested by our valued clients, demonstrating my commitment to continuous improvement. My role demands a keen eye for detail, cross-cultural sensitivity, and the ability to maintain a safe and compliant product environment for users in the Chinese market. I take pride in my role as a T&S Champion, making a meaningful impact on the digital landscape while upholding the highest standards of professionalism and integrity.

I was assigned to manage one of the retail stores of Machines Sdn Bhd. One of my job tasks was managing and coaching my crews to make sure they are always in their optimum state. As a Retail Store Manager, I also need to make sure that my crews are delivering excellent customer service to my customers. I was also responsible to overseeing the daily operations of my store, making sure my store ran smoothly and achieving daily target that expected by Machines. Daily reporting of my store’s sales and performance to my District Manager was one of my job tasks as well. Next, I also responsible to arrange my crew’s working schedule as well as their daily tasks.

I was working as English and Mandarin speaker content moderator for video project in Majorel. My main task in Majorel was to apply the most accurate policy that are suitable to videos that I moderate. I was assigned to take part in Mandarin market queue, but there were more than Mandarin language videos in the queue, there were also English language and other languages’ videos in the queue due to I am working on regional queue but not a specific language queue, therefore, I need to be extremely careful when I am moderating the videos in order to make sure that I get no error for all the videos that I moderate. As a BPO company, quality is very important, hence as a crew of Majorel, I need to make sure my quality as well as maintain my quality score.

I was working as a content reviewer admin for video project in Concentrix. My main task in the company was to accurately apply policy to the video that I get from queue. I was mainly working on Livestream queue, Mandarin and English Language Flagged Video Queue, as well as Mandarin and English Language Flagged Comment Queue. Starting on August 2020, I was assigned by my Team Leader to fully in charge from assigning team member to attend wellness session and Learning & Development Programme that organized by Concentrix. Next, I was assigned as one of the main Mandarin Language translator if client need help for translating videos. I was also assigned by my Team Leader to assist team members if they meet any problems to apply policy.

I had been through 2 departments: Mystery Shopping Department and Consumer Research Department. In Mystery Shopping Department, I was assigned to recruit mystery shopper and give tele-briefing to the mystery shopper for 2 projects. After that I was transferred to Consumer Research Department. In Consumer Research Department, I was assigned to 3 projects and my job task was to get the feedback from the respondence by phone call. Throughout the internship, I learnt that the importance of the foundation of a research which is the data collection process and also, I improved my soft skills a lot.

My main task was to help the companies that outsource my company to promote their product. Throughout the working experience, I learnt that in the work field everyone should be humble and polite so that when you need help, other people are willing to help you.

My main task was to promote the products and Digi plans in the outlet to make sure the outlet able to maximize the profits. Next, I had to take the responsibility to be a mentor for new staffs to be their trainer to make sure they clear about their job tasks. Throughout the working experience, I learnt that if you want to close a sale, communication is the most important part and you cannot learn this in your study.

My main task was to promote the Apple products to customer in order to maximize the profit for the company. Next, I had to make sure all the stocks remained for everyday is tally with the record in the server. I also had to be a mentor for new staffs to be their trainer to make sure they are clear about their job tasks. Throughout the working experience, I learnt that language is the most important thing for everyone. To be a promoter, if you do not know a certain language, you will lose many sales, in the other hand, if you know many language, or I can say that if you able to speak in the mother tongue of your customer, the customer will be very happy to talk to you and you can easily get the sales success.

A quick learner and a risk taker that willing to sacrifice for studies and events