LI JIAN SEONG User
@lijianseonguser
I lead operations teams, improve processes, and strengthen quality, compliance, and SLA performance.
IndiaWhat I'm looking for
At Electronic Arts, I led an 11-person Terms of Service team handling 3,000+ cases daily, improving quality from 85% to 93% while maintaining a strict 24-hour SLA.
I've built SOPs, governance structures, workload processes, and quality-calibration practices from scratch. My work spans escalations, GDPR compliance, incident management, stakeholder coordination, coaching, and data-led operational decisions.
Before leading teams, I resolved executive escalations and regulatory cases at Electronic Arts, supported customers at Amazon, and provided technical support for Verizon through Tech Mahindra. I bring nearly 10 years of operations, customer experience, and people-management experience, supported by Lean Six Sigma Yellow Belt certification.
Experience
Work history, roles, and key accomplishments
Led 11 direct reports within a 35-member organization, owning performance, escalations, and quality outcomes. Redesigned a process to improve team quality from 85% to 93% while maintaining a strict 24-hour SLA.
Education
Degrees, certifications, and relevant coursework
Bachelor of Business Administration
Bachelor of Business Administration, Business Administration
2026 - 2029
Pursuing Bachelor of Business Administration (BBA) degree.
Grace Ling Liang English School
Indian School Certificate, General Studies
2012 - 2013
Completed Indian School Certificate (ISC) from Grace Ling Liang English School, Kolkata.
Grace Ling Liang English School
Indian Certificate of Secondary Education, General Studies
2010 - 2011
Completed Indian Certificate of Secondary Education (ICSE) from Grace Ling Liang English School, Kolkata.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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