Vincent Teoh

Funnel : Agent and Customer Facing Tools & Product (Messaging Channel)

Funnel : Strategic Projects and Tools (Messaging Channel) • Drive Messaging (async) CS channel projects to enhance agent-facing tools, optimize internal processes, and improve customer-facing product features, boosting efficiency and customer experience • Led design, logic, and experimentation by utilizing A/B testing and analytics to optimize workflows and validate improvement and changes.

Funnel : Customer Experience (CX) • Drive end to end projects/change management related to customer experience and efficiency metrics improvement for Messaging channel • VOC GPT analysis for customer pain points, process and tools/product improvement • Review legacy SOP and agent tools to make them async friendly • Create framework for benchmarking and research study

Funnel : Strategic Project and Partnership - B2B and Superagg • Handle daily escalations related to B2B/Superagg SOP • Support PM to plan, create and manage the overall deployment planning & QA process which includes allotment reject case tracking revamp, benchmarking and hotel info sanitization and B2B process improvements • Identify, escalate and track bugs/issues/errors/deficiencies throughout testing process • Align with relevant stakeholders for identifying, prioritizing, fixing, and making adjustments to current or future flows

Funnel : Team Captain (CS SME) Manage a team of 12 mandarin & cantonese team captains (SMEs) specializes in Mandarin / Cantonese • CNHK team captain globalization project lead, laying out objectives and key challenges to drive the efficiency of team performance with global region collaboration. • Data analysis to equip TCs, what to expect, our current standing vs global and things to do next as we approach Global Ping • Initiatives with TCs, including ping observation, global ping analysis, CNHK vs Global Performance and Regional SOP training • Global CS Traffic monitoring globalization lead, align regional demands and leverage resources

1. [MY] L2 Service Recovery Team Lead [Jan 21 - Apr 21] • Team Planning & SLA / Performance Management • SME, KPI Metrics Setup & Implementation • Case Routing initiative to improve agent level productivity 2. [MY] Shopee Food Team lead [Apr 21 - Feb 22] Phase 1 [Jun-Aug 21] • Brand new product CS team setup • SOP & Escalation Pathways development • CS L1 & L2 Mass Hiring Phase 2 [Aug-Oct 21] • Purecloud, Vocalcomm & Salesforce System Infrastructure Lead (Voice, Chatbot) • Coordinate with vendor & regional team on IVR Routing > UAT > Live Phase • Call Infra migration from Vocalcomm to Purecloud • BPO CS structure drawing board and alignment on KPI expectation • BPO Onboarding & Performance Management Phase 3 • Master admin & Technical System support for Post Live Phase, +chatbot • CS Metrics BI/Data Support, identify process improvement from contact to case level • CS L1 & L2 QA lead, ensure BPO performance management to achieve attributes & scoring • CSAT lead, DSAT tagging structure setup, before & after tagging analysis for process enhancement 3. [MY] Digital Product Ops Lead [Jan 22 - Apr22] • DP Performance Management, ensure end to end transaction from user to supplier • Liase with BD & Product for process enhancement to improvise transaction success rate • New Product implementation and execution

1. Manage a team of 17 agents with dual language dedication •Coach, mentor, motivate and evaluate the team performance with engagements, calibration, discussion • Newbie Onboarding Plan – revamp and implement learning curve for probationary agent to achieve BAU within 5 months • X-Lang project lead - nurture agent’s HK language capability by providing assessment, workshop & boot camp to increase capability in cross skill to tackle SLA

Team A pillar to bond the gap, • Provide constant constructive feedback to practice mature mindset to comprehend their responsibility on utilize KPI drivers to deliver great customer experience. • Practice a two-way open communications to ensure mutual understanding, fairness and transparency to agents as well as my manager. • Nurture agent growth direction with mental motivation from ownership to career path • Task assignments under close supervision to capable agents for upskill development. Operation Genesys Pulse and Gax skillsets [from interaction level to agent level] • Organize and update latest traffic information of Genesys queues, navigation, skillset • Configure and optimize monitoring tools in weekly/monthly routine to acquire full adherence to incoming traffic contacts (voice,email,chat) • Conduct routine health check to ensure precise agent level skillset. • Utilize physical TV to display the real time traffic condition for agent’s alert and awareness. Traffic management • Proactively research library to keep up with the growth speed of latest business direction, product and procedures. • Coordinate with KL and SHG team in alignment and execution towards traffic management. • Analyze traffic patterns, trends along with review reports from forecast to post review stage to identify the area of improvement. • Ad Hoc decision maker with appropriate risk management solution. Capable to chase multiple project timelines with driven results to improvise existing structures: • Ping Tracking Analysis – understand and bridge gaps between management & agent • Pull Email Prevention Analysis – governing framework for agent email handling • Q3 Email Response Time lead – maneuver resources to counter CNTW email response time • Q4 Occupancy Experiment – segregate email routing as per specialization capability to boost occupancy. • Traffic Forecast – identify and close the forecast variation gaps between customer service team and workforce management

First enrollment : MAY 2016 - JUNE 2017 Second enrollment : NOV 2017 -OCT 2018 - Dedicated HK team (Cantonese) - Assist in inquiry / solving problems to optimize the customer’s travel experience. Achievement : - TOP TPS (Productivity) of KL-CN team (OCT , NOV , DEC 2016) - TOP CSAT (Customer Satisfaction) of KL-CN team (JAN 2017) - TOP NPS (Rebook) of KL-CN team (MAR 2016) - TOP TPS (Productivity) of KL-CN team (APR 2017) - TOP TPS (Productivity) of KL-HK team (JULY 2018) - TOP TPS (Productivity) of KL-HK team (AUG 2018)

- brainstorm concepts and design for jewelry collection - product design which suits wide range of customers (teenagers and young adults audience) - FB/IG advertising , marketing and branding skills in order to enhance brand exposure - Collaboration with different brand owners, artists, related field professions

Architecture Drafting , Design , consultation with clients and Site visits/ meetings .

Promote sign up / registration , installation of P1 4G Broadband at Giant , Batu Caves

Waiter at KL Festival City Branch .

Promote sign up / registration , installation of Astro (household) at Klang Valley Area .