Ma Joana Ivy Tan

I am a Senior Customer Service professional with progressive experience in contact centers, specializing in escalation handling, process improvement, and people development. I have worked across roles from technical support to team leadership and senior customer service at multinational service providers.

In my most recent role I handled escalation calls, supported bankers and clients on credit inquiries, and implemented a monthly "pop quiz" that raised team accuracy; I analyzed results and reported outliers and improvement areas to leadership. I also proposed a contact-center process improvement that was recognized and implemented by executives.

Previously, I was a Team Leader and Trainer where I was a pioneer of the leadership team for a project site, responsible for developing agents, ensuring quality, and training new hires during ramp-ups. My background includes customer service and technical support roles addressing orders, accounts, and device concerns.

I bring strong people-management and learning-and-development strengths, proven ability to build rapport across diverse groups, and a practical focus on improving accuracy and operational performance. I am motivated to apply these skills to a role that values continuous improvement and team development.