Tammy L.

• Lead 50+ people in the Integrated Contact Centre of DCH Group to provide high quality service to customers. • Design end-to-end customer journey and contact cycle to different customer segments for various BUs of the DCH group (include Motor Business, Electronic Appliances and Food Business), and apply both human and system functions to the related touch points • Drive and support consultancy projects for the DCH Group to ensure smooth project delivery, partners including PwC, EY, McKinsey and other digital solutions partners like Microsoft Services. • Lead the digital transformation project including but not limited to Contact Centre operations, business process reengineering, process automation and streamlining operations: • Perform operations management responsibilities including KPI setting, resource planning, service enhancement and utilization optimization • Design Voice of Customer programs and enable easy tracking of customer feedback by tools like Integrated CRM system and Power BI • Manage the team to handle and follow up the customer complaints/feedback • Lead the Quality Assurance program • Mange Corporate Functions including Customer Data Management, develop IT systems and enhancement

Mega Contact Center operations over 1000 positions, Staff Management Systems, Customer Service, Facilities Management, Ergonomic Workplace Design, Safety Representative, Staff Population over 2000

Betting Services, VIP Services, Betting Control Office, Staff Training & Development, Marketing Event Management, International Races Hospitality, Staff Population over 1400