Andy Tom Email & Phone Number

• Reported to the VP Operations. • Responsible for overseeing a team of 18. Managed the Research Team, Sales Tactical Assistance Team, Roll-out Project Team and the Data Collection Team (in Manila). Focused on overall operations, monitoring and meetings account SLAs. • Exceeded and maintained service level objectives set by the business• Coordinated efforts in developing the Roll Out team to board net new merchants with 10 or more locations.• Oversaw and developed… Show more • Reported to the VP Operations. • Responsible for overseeing a team of 18. Managed the Research Team, Sales Tactical Assistance Team, Roll-out Project Team and the Data Collection Team (in Manila). Focused on overall operations, monitoring and meetings account SLAs. • Exceeded and maintained service level objectives set by the business• Coordinated efforts in developing the Roll Out team to board net new merchants with 10 or more locations.• Oversaw and developed disaster recover call routing contingency plans for 3 global locations.• Acted as primary contact and support for escalations raised by the Global Service Centre (GSC) Data Collection team. • Accountable for day-to-day service levels associated with the on-boarding of new and existing direct and indirect business.• Maintained a current BCP process for the Toronto Office Data collections team. • Provided secondary BCP backup for the Toronto office.• Spearheaded cross-functional initiative to achieve maximum contingency support.• Promoted and built successful relationships by customizing services for on-boarding of External Sales Agents. • Reduced and controlled expenses by monitoring performances & cross training of all employees.• Trained, coached and mentored staff to ensure smooth adoption of new programs.• Implemented incentive programs to increase employee loyalty, maintain excellent customer service and reduce turnover.• Spearheaded cross-functional initiative to achieve maximum contingency support. Show less

• Reported to the Manager Operations. • Responsible for overseeing the Research Team, Masterfile Team and Call Centre reps. At the height of call centre operations, managed the scheduling of 120 call centre reps and related training/orientation and focused on meeting account SLAs. • Exceeded and maintained service level objectives set by the business• Accountable for day-to-day service levels associated with handling incoming calls for the Asia Pacific line of business (front &… Show more • Reported to the Manager Operations. • Responsible for overseeing the Research Team, Masterfile Team and Call Centre reps. At the height of call centre operations, managed the scheduling of 120 call centre reps and related training/orientation and focused on meeting account SLAs. • Exceeded and maintained service level objectives set by the business• Accountable for day-to-day service levels associated with handling incoming calls for the Asia Pacific line of business (front & back end of the business).• Partnered successfully with the sales departments across the Asia Pacific regions to produce and ensure efficient on-boarding of new and existing merchants. (Speed to market within 6 to 8 business days). • Implemented incentive programs to increase employee loyalty, maintain excellent customer service and reduce turnover.• Executed and delivered against a business plan to migrate call centre support functions to Hong Kong and the Philippines call centre locations. Show less

• Managed a team of 15 professionals that directly supported the American Express account; met key SLAs through implementing strategic training, coaching and policy initiatives. • Exceeded and maintained service level objectives set by the business• Assisted with developing a reporting tool to track inventory through Logistics. • Spearheaded cross-functional initiative to achieve maximum contingency support.• Implemented and coordinated innovative objectives set by the company… Show more • Managed a team of 15 professionals that directly supported the American Express account; met key SLAs through implementing strategic training, coaching and policy initiatives. • Exceeded and maintained service level objectives set by the business• Assisted with developing a reporting tool to track inventory through Logistics. • Spearheaded cross-functional initiative to achieve maximum contingency support.• Implemented and coordinated innovative objectives set by the company and reduced turnover. • Reduced and controlled expenses by monitoring performances & cross training of all employees.• Trained, coached and mentored staff to ensure smooth adoption of new programs.• Worked directly with the Call Centre, Research & Merchant On-boarding team(s) to increase employee loyalty and reduce turnover; achieved a turnover rate of 5% over a 3 year period.• Collaborated effectively with the management team of American Express to produce a progressive program to ensure customer satisfaction. • Implemented the department's first incentive performance plan which motivated staff and resulted in passing American Express’s quality assurance with 98% customer satisfaction. • Worked directly with the management team to attain superior results for the quarterly reports. • Hired and trained all employees on processes and procedures of American Express to handle calls effectively and efficiently to ensure customer satisfaction. • Instrumental in implementing a program that standardized employee training which led to more knowledgeable agents which resulted in an increase of customer satisfaction.• Interviewed, hired, trained and coached a staff of 80 to support Asia Pacific line of business; conducted individual coaching meetings with Reps based on monthly customer service feedback from merchants.• Implemented strategic initiatives to achieve service levels for the Asia Pacific line of business. Show less

• Handled the Escalation queue on a daily basis to ensure that the incidents were completed within time frame.• Proven track record in conducting outbound calls to merchants to assist troubleshooting complex issues pertaining to Point of Sales Devices, Chargebacks, Out of Balance issues.• Exceeded and maintained service level objectives set by the business • Handled the Escalation queue on a daily basis to ensure that incidents were completed within time frame. • Compiled… Show more • Handled the Escalation queue on a daily basis to ensure that the incidents were completed within time frame.• Proven track record in conducting outbound calls to merchants to assist troubleshooting complex issues pertaining to Point of Sales Devices, Chargebacks, Out of Balance issues.• Exceeded and maintained service level objectives set by the business • Handled the Escalation queue on a daily basis to ensure that incidents were completed within time frame. • Compiled various reports (technical, missing deposit/missing transactions and chargeback inquries) to analyze for trending purposes. Complex issues would be escalated to the respective departments to resolve.• Conducted training class to new recruits and oversaw hands on training to gain practical experience.• Monitored daily service levels to ensure high call volume calls were answered within the set time frames and to escalate to the managment team. Escalate outages to the respective teams to investgate and to resolve. Provided updates to the mangement team and to the call centre representatives. Show less

• Handled bilingual escalated calls as a Senior Call Center Agent from Customer Service Representatives.• Handled complex calls from Managed Accounts and Major Accounts.• Mentored trainee and new CSR’s inbound and outbound calls and provided feedback through call shadowing and provided constructive feedback.• Provided immediate coaching on errors and escalations and help resolved issues.Ensured the Senior queue was worked on a daily basis. Ensured that the daily and weekly… Show more • Handled bilingual escalated calls as a Senior Call Center Agent from Customer Service Representatives.• Handled complex calls from Managed Accounts and Major Accounts.• Mentored trainee and new CSR’s inbound and outbound calls and provided feedback through call shadowing and provided constructive feedback.• Provided immediate coaching on errors and escalations and help resolved issues.Ensured the Senior queue was worked on a daily basis. Ensured that the daily and weekly reports were printed and sent off to the repective acounts. Show less

• Two years experience working as a call center representative. • Proficient PC skills • Proven ability to handle over 70 inbound phone calls for day to day existing customers.• Demonstrated ability to log all notes and follow up information accurately with customers and escalate issue if it cannot be resolved.• Proven ability to deliver outstanding customer service, handle customer service queries within first contact, and meet department goals.• Ability to diffuse calls… Show more • Two years experience working as a call center representative. • Proficient PC skills • Proven ability to handle over 70 inbound phone calls for day to day existing customers.• Demonstrated ability to log all notes and follow up information accurately with customers and escalate issue if it cannot be resolved.• Proven ability to deliver outstanding customer service, handle customer service queries within first contact, and meet department goals.• Ability to diffuse calls, escalate and communicate customer issues to appropriate personnel/departments.• Mentored junior call center agents, assisted them to identify strengths and developmental needs and take action on developmental plans.• Consistently meet all delivery, technical, productivity, and procedural objectives.Proven track record on handling incoming technical troubleshooting inquries and resolved issues within timeframe with out having Point of Sales equipment replaced. Show less