LOL Epics

Managed day-to-day operations and acted as the primary point of contact for external client operators. Oversaw all customer service operations, including performance and workforce management, while ensuring compliance with governance policies.

Established a proper team environment during the transition from pandemic to business-as-usual operations. Set guidelines and modules to assist customers and agents, ensuring team performance and an excellent customer journey.

Screened and recruited qualified candidates for multinational telecommunications firms. Managed the end-to-end recruitment process.

Oversaw an operational team's performance through preset KPIs, compliance, and QA. Provided guidance and improvement paths via coaching and mentoring, while establishing and following governing modules, performance, and incentive schemes.

Contributed to the establishment of a call center for a household company. Collaborated with the client to set targets, ensuring efficient service level maintenance.

Conducted Train-the-Trainer (TTT) programs for newly launched accounts, identifying best practices and optimizing training resource utilization. Evaluated training periods and provided detailed feedback on duration and material.

Responsible for balanced workload and queue health, managing escalations and urgent queries from higher-tier officers. Created reports viewing productivity, compliance, and quality coordination.

Grade: Class 2016

Completed a Bachelor of Business Administration, focusing on core business principles and practices. Gained foundational knowledge in various aspects of business management.