Canny Teh Email & Phone Number

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Selangor, Malaysia

i. Shared Services Center of Expertise Team Operation – Learning and Development, Compensation & Benefits- Set up 2 teams (L&D and C&B) and started the operation support within the target timeline, including hiring, knowledge migration/process transition, training HR analysts, dry run and operation support.- Centralize the administration processes to support global users by developing the SOPs.- Partnership with global myLearning support team to centralize the function and department admin user access, migrated all the admin user access to SSC within 1 month. It helps on process standardization and data accuracy.- Processing the end to end APP (RB bonus plan) process from target setting to bonus payment globally.- Establish strong relationship with stakeholders, to partnership with them to improve the existing process by promoting standardization, optimization, data accuracy and compliance.- Oversee SSC CoE teams daily operation and operational performance, make sure SLAs are met. - Lead, manage and coach a team of 6 on day to day operation, individual performance and career development.- Accomplishment:  Successfully migrated the L&D and C&B process to SSC CoE team within the target timeline. Successfully centralized all L&D admin users access to SSC CoE. Successfully initiated the APP centralization into SuccessFactorii. Others- Ticketing Tool implementation for whole Global HR Shared Service Center, including sourcing the tool, dealing with vendor, gathering requirement from different team in SSC, system configuration, testing and went live.- Managing the relationship with ticketing tool vendor and lominger 360 vendor, ensure the tool or process is working fine- Accomplishment: Ticketing Tool implementation done within the target time

Selangor, Malaysia

1. Project Management- Team leader for Global HR SSC 2016 highlight project – Global Visa System (GV+). - Lead and coach members of 10 for whole project life cycle, from project roll out planning, manpower arrangement, requirement gathering, knowledge management, system testing, and project go live.- Successfully rolled out Global Visa System to 140 over countries globally within 3 months and ensured smooth operations. 2. Project Migration- Completed more than 10 Global HR SSC projects such as: Onboarding, Attendance, Contract Renewal, Visa, Resignation for Huawei employees and leased workforce. HR Optimization Project and Payroll end to end integration project.- Project migration activities include kick off meeting, requirement gathering, system configuration, testing, project go live and after go live support. Ensure system operate smoothly after went live.- Advised Project Manager, Country HRD and local HR team about optimizing and streamline local HR processes by utilizing HR SSC systems. 3. HR Service Management- Establish strong business relationship with country HRD, regional HRD, regional function HR, county operation HR. - Support more than 20 countries globally (Asia Pacific Region, Central Europe, Africa and Middle East)- Ensure customer satisfaction is met- Promote HR shared services support - Collaborate with internal teams (Service Delivery, IT team and Service Development) in order to support new project roll out, or any adhoc projects.- In-charge in annual customer satisfaction survey, analysis and reporting for the team.- Change Management support

Kuala Lumpur, Malaysia

i Handle Call Center Operation matters:ii. Call Center Project Implementation and go live iii. Call Center Implementation for Romania, Bucharest EMEA (Europe, Middle East and Africa) HR Shared Service Center

Cyberjaya

i Handle Operational matters:- Assist Account Focal to drive the account level SLAs/SLOs. - Monthly reports (FCR, Agent individual performance analysis, TQM, CQM etc.)- Manage Escalation, handle complaint & investigation. Analyze the complaint with proven track record and RCA. Then support for technical solution on RCAs that triggered. - Attend weekly meeting with PMO team and clients for weekly issues discussion. Keep track and execute the needed action on the discussed issues.- Daily monitoring and management. Such as outstanding ticket monitoring, mailbox monitoring, oversee high severity cases etc.- Manage agent quality / quality assurance via TQM (Ticket Quality Management) and CQM (Call Quality Management - for technical sections).- Ensure account specific work instructions, processes and procedures are adhered and always up to date.- Conduct team meeting with all languages support members.- Conduct account level analysis for proactive defect prevention (e.g., ticket trends, ticket categories)- Co-work with Account Focal to ensure that the relevant ISO documentations are updated accordingly based on the current helpdesk process and procedures. - Conduct one to one coaching session to all agents.ii Transition project handling to level 1 support or new application migration. Fully involved in the whole transition or migration period, attended meeting, training, discussion etc. While the transition or migration done, prepare the training material to the team, deliver the training to all members, ensured they are trained and understand their support scope, able to support effectively. Some of the involved projects or applications listed as below: - Project Migration of Lotus Notes 6.5 to Lotus Notes 8.5 for AP region- Project Migration of MS Office 2002 to MS Office 2010 for AP region- Project Migration of TOIP phone for AP region- Project Migration of Ticketing tool TSD (Tivoli Service Desk) to Maximo

Core work with Team Leader and Operation Manager in handling account operations matters- Managing 25 above agents – multiracial, different nationality, different culture- Monitor & ensure the required SLAs are all met- Provide training to new agents, provide adhoc application or process training to all support agents.- Handle major incident and complaint escalation, then analyze the incident- Effectively communicate with all team members, develop relationship in between and strong team spirit.- Manage Knowledge base updates and validation.- Analyze agent’s ticket quality, and coach them accordingly.

Cyberjaya

Supporting Michelin Asia Pacific employees, handling inquiries via inbound call and email.- Troubleshoot user issue- Expert in Lotus notes issue (Version 6.5 and above)- MS office professional (Words, Excel, Power Point)- Basic Windows XP troubleshooting- Basic L1 network & server issue troubleshooting- Novell Client

Cyberjaya

Support a British company to handle APAC inquiries via inbound call, email and live chat. Translate webpage from English to Chinese

Bachelor Of Communication (Hons) Broadcasting, Broadcasting

Diploma In Mass Communication, Broadcasting