Rio Avery Wong

Team Leadership and People Management - Leading a team of 18 Fraud Investigators who are cross-skilled to manage multiple fraud portfolios such as Unauthorised Transactions Reporting, VISA fraud, DuitNow Investigation, Merchant Risk, Ombudsman & BNM complaints and NSRC. - In-charge of grooming and guiding the team in all perspectives, including but not limited to fraud investigations skills, trend analysis, operations knowledge etc. Fraud Loss Control and Recovery - Controlling fraud loss and understanding risk modus operandi and implementing effective counter measure to mitigate risk, as well as minimalizing losses. - Conducting analysis of incoming trend to understand current market trend and propose mitigation plans to stakeholder, ensuring security is placed first and promising world-class customer experience. Security and Brand Perception Management - Prevention is better than cure! In charge in elevating public perception towards the company’s security feature by a series of campaign, awareness programme and community outreach, ensuring the public is equipped with the necessary knowledge to avoid falling victim to fraud incident. - Collaborating with the industry and aggressively engaged with stakeholders in developing awareness material, as well as ensuring the stated material reached out to the targeted segment via the correct pipeline. Operations Strategy and Coordination - Ensuring queue of all portfolios are well managed and SLA complied to manage customer experience. - Close collaboration with stakeholders including but not limited to: Risk Product, Customer Experience, Commercial, Legal & Compliance, Brand & Comms to ensure security perception is covered both internally and externally. - Supporting in SOP development and ensuring compliance to SOP, mitigating operational risk and operations excellence achieved.

People Management - Manage a team of 4 Team Leads and co-manage 10 mentors - Customer Experience specialist of 220 seats based in Kuala Lumpur servicing multi language (Mandarin, Cantonese, English, Special Language ie: Thai, Vietnamese, Malay, Indonesian) and omnichannel (live messaging, email and call). - Motivate, coach, identify, groom and ensure personal and professional development of direct reports are aligned with company’s direction. Performance - To drive the team’s performance in terms of CSAT, Productivity, QA, First Contact Resolution and First Response Time, as well as reducing error rate that was agent driven. - Identify and perform RCA for area that contributes to shortfall in performance and implement corrective measures. Analysis, Presentation and Backlog Management - Analyse incoming volume based on contact reasons and deep dive into activity IDs to provide insights to close gaps and drive improvement. - Deep dive into backlogs to understand process gaps to shorten turnaround time. Project Management - Owner of messaging channel (hybrid of live chat) and to steer project direction. - Provide support to PMO in terms of issue background, processes as well as dissecting and evaluating PRD /BRD to identify potential area that is uncovered by project, providing insights to ensure success measurement is achieved. - Support and coordinate UAT for new features including, but not limited to CRM, app and backend system feature to facilitate in overall project progress. Operations and Coordination - Ensure overall smoothness of daily operations by working closely with key stakeholders (Workforce Management, Booking Fulfillment, Learning and Development, Service Recovery and Resolution, Quality Assurance, Project Management and Oversight, Research and Development) to identity gaps, removing blockers and mitigate operations risk. - Identify gaps in operations and craft policies or SOP to counter issues.

- Successfully onboarded and was in charge of setting up the regional Customer Support team in which the team starts with a headcount of 15 and subsequently grows to a headcount of 45, servicing multi market with the planning of expanding the contact hub to a center of excellence. Successfully setup and launch the infrastructure of JP CX, which sets foot in the country of Sunrise on April 2022. - Spearhead the launch of public facing FAQ section (localisation, translation, resource planning) in the official website across the market with clearly defined key milestones to promote self help for users, as well as serve as a surface knowledge base for agents which also serves the purpose of users' point of education. - Lead, motivate and drive the team’s performance to achieve set SLA. The team sees improvement of 45% in First Response time and 30% in Full Resolution time, subsequently meeting both metrics consistently. Holder of the center level metrics: Contact Ratio (in place and indicates the health and trend of market) with CSAT and NPS in the pipeline. - Deep dive into users’ reviews from multiple channels (included but not limited to) iOS, Google Play and Google map business profile to gather feedback from users’ perspective, infuse users’ comments to drive constant improvement to app as well as provide business insights, driving customer experience and ultimately build customer obsession culture. - Strategized and setup regional CS SOP and drive operations excellence, promoting collaboration with relevant stakeholders to achieve mutual target. - Proposed the In-app mail feature and resulting in shortening of Full Resolution time, with other channels under CX's pipeline to build omni-channel and serve customers better. - Involved in and collaborated with other stakeholders in the revamp of Zendesk's ticket classification to reflect a more granular view of CX's issue and to effectively visualise users' painpoints and work on solutions to provide seamless UX

- Involved in revamping the current market specifics into an all-in point of reference for new hires’ easy referral. - Participating in an ongoing project of reducing the call transfer (invalid demands and cold transfers) of the US market to further closing process gaps and eliminate customers’ painpoint of being transferred around for simple request, creating a seamless customer experience with American Express. - Actively engaging in department workstream as part of the branding team and act as the Treasurer. - Achieved 200% above for VOCM (Voice Of Cardmember) result and 71% RTF (Refer to Friend).

- 4 times Top Performer in current role - Actively engaged in work streams and in charge in communication - Supported in US Fraud upskilling and revamped entire training deck to cater to the afterhours’ team needs

- Drove team to meet organisation target in customer satisfaction survey and ‘Refer to Friend’ rate - Participated in improving current process to close down process gap between departments and to further eliminate customers’ pain point - Create data collection system to facilitate leader’s deep diving and provide insights of individual agent’s performance for leader’s coaching purpose - Conducted refreshers and training to improve agent’s soft skill and knowledge about process - Initiated Side-By-Side effort to improve agent’s technic, soft skills and ensure delivery of top notch customer service level

- Promoted to Senior’s role in 6 months time since tenured with the company

Profitability - To oversee turnover and ensure the achievement of sales target daily. - To understand the products and to research on customer profile to ensure products match the needs of customers. - To have a good communication with the merchandising team regarding the level and flowing of stocks and ensure the healthy size availability that suits customers' needs. - To analyze sales reports and commercial KPI and formulate action plans and ensure the plans are implemented correctly to achieve the turnover target effectively and efficiently. - To carry out SWOT analysis and analyze the current situation of the store's business needs. - To perform customer rounds to ensure the store is in tip-top condition and a great customer shopping experience. Staffs - To recruit, train and develop staffs and to review staff performance in a quarterly basis. - To identify potentials in staffs to be groomed and subsequently promoted. - To provide constructive feedback to staffs in a timely manner and strive for constant improvement. - To issue feedback form to staffs and to ensure good discipline in staffs. Customer Service - To provide direct and indirect customer service and ensure a great shopping experience of customers. - To inspire and educate customers regarding trends, fashion and the importance of sustainability in every effort and measures taken by the company. Planning - To allocate manpower and correct manpower at the correct time for the correct purpose. - To be in charge for daily schedule for staffs, unpacking schedule planning and seasonal sales manpower planning. - To plan and execute annual stocktake and ensure good awareness of shrinkage among staffs.

- To be in charge of students' internship placement. - To provide career counseling to students prior to internship placement. - To coach students in producing a quality resume, screen and proofread before sending it to the potential employers. - To scout for potential employers and narrow down the list to facilitate students in securing an internship placement. - To communicate with potential employers and arranging students for interview before proceeding for internship placement. - To liaise with partners in terms of documents and necessities to ensure a smooth pace and healthy environment for students' internship experience. - To monitor, coach and guide students via weekly meeting to ensure a good progression in students' internship process. - To rate and mark students' internship portfolio with the Head of Academy after students' submission of internship portfolio upon completion of internship placement. - To maintain a good relationship with internship partners after the internship process to anticipate future partnership.