Malcolm Siu
@malcolmsiu
I lead customer operations, BPO teams, and service process improvements.
United StatesWhat I'm looking for
I've managed global BPO customer-service teams at Dollar Shave Club across Oregon, Colorado, Tijuana, and Manila, helping ensure SLAs and KPIs including AHT, CSAT, FCR, ART, and FRT are met.
I evaluate BPO partners, train program managers and team leads, build training decks and knowledge-base content, and run recurring leadership and agent meetings. I also translate member sentiment and customer contact trends into product and process changes with Engineering, Product, Packaging, Warehouse/Fulfillment, and other teams.
At Koala USA, I coach new hires, handle escalated customer contacts, track returns and warranty interactions, and support automation and bot-action evaluation.
My operations experience also includes delivery coordination at Curri, where I supported customers and drivers, assigned routes, resolved pickup and drop-off issues, and negotiated delivery timing and payment.
Experience
Work history, roles, and key accomplishments
Customer Experience Specialist
Koala USA
May 2025 - Present (1 year 3 months)
Coaches and trains new hires on processes and policy, documents returns and warranty interactions, and handles escalated customer communications. Represents the customer service team in cross-functional meetings and assists with automation implementation.
Service OPS Representative
Curri
Jan 2024 - Jul 2024 (6 months)
Assisted customers with delivery inquiries, coordinated driver assignments, and resolved issues at pickup and dropoff locations. Negotiated payment and delivery terms for materials at job sites.
Managed global BPO external teams, conducted evaluations, and tracked customer contact data to drive process improvements. Created training materials, managed budgets, and ensured SLA compliance.
Coordinated external BPO teams, tracked customer sentiment, and assisted with training and process improvements. Managed special projects and conducted quality assurance.
Education
Degrees, certifications, and relevant coursework
Malcolm hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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