Doris Phan Email & Phone Number

Kuala Lumpur, My

Malaysia

- Manage customer service & operations across Thailand, Vietnam, Indonesia, MENA, South Africa, and India for a prominent Forex trading platform, consistently achieving exceptional customer satisfaction and elevating service standards through comprehensive operational understanding and practical trading experience in Forex.- Spearheaded the establishment of new market operations in South Africa and India, driving market penetration and operational excellence from inception.- Monitored and optimized service delivery metrics with precision, ensuring strict adherence to SLAs across diverse communication channels, thereby enhancing operational efficiency.- Cultivated strategic partnerships with sales teams, fostering synergies that resulted in notable increases in sell revenues.- Collaborated closely with Marketing to seamlessly integrate customer service initiatives into high-impact promotional campaigns, directly contributing to substantial revenue growth.- Provided pivotal feedback to the Product Team, influencing strategic product enhancements and maintaining competitive market positioning.- Ensured seamless operations across all regions, including Greater China, while playing a pivotal role in testing and launching new products in collaboration with the Investment Team.- Coordinated with HR to spearhead staff satisfaction and engagement initiatives, cultivating a supportive and motivated organizational culture.- Implemented and maintained current training plans with trainers to ensure continuous improvement of customer service quality, encompassing both foundational and advanced knowledge domains.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Kualalumpur

- Managed the Singapore market, overseeing both non-voice and voice customer service operations.- Ensured adherence to Client Service Level Agreements (SLAs), initiating improvement plans as necessary to enhance service delivery.- Directed recruitment, training, development, and performance management of direct reports, ensuring alignment with company policies and standards.- Monitored operational reports and maintained client relationships, strategizing to meet evolving needs and expectations.- Provided consistent leadership, conducted performance reviews, and managed employee relations professionally.- Engaged in cross-functional meetings to drive continuous improvement initiatives and optimize operational efficiency.- Implemented best practices that exceeded client expectations and adjusted staffing levels to adapt to changing requirements.*** Achievements:- Maintained exceptional performance in critical Customer Value Added (CVA) metrics consistently.- Led successful agent transformation initiatives, fostering the growth and development of team members to maximize their potential and contribute to overall team success.- Recognized with Quarterly Award for excellence in Developing Resources Management.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

- Provided crucial customer service support for a leading advertising company.- Drove performance by aligning with client requirements through effective coaching sessions.- Made significant contributions to the company's revenue by retaining and nurturing talented staff, facilitating their growth into higher positions.- Fostered team cohesion and a strong connection among team members through various team outing activities.- Coordinated closely with the Quality Assurance (QA) and Trainer teams to ensure the delivery of effective coaching and refresher training sessions.Achievement:1. Earned the prestigious Best Customer Service Manager Award in 2020.2. Cultivated a cohesive team environment where members collaborate seamlessly, consistently prioritizing the team's collective success.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

- Handling case escalation & ensure validation before proceeding to back end team.- Assist Team Leader in problem recognition and suggest ideas, initiatives to drive performance.Achievement: - Best Case Manager Award 2020.- Keep team performance beyond client target.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

- Provided customer service support to advertisers for Facebook Project.- Achieved client performance targets through proactive engagement and strategic initiatives.- Assisted the Team Lead in organizing and executing employee engagement activities.Achievement:- Awarded the Best New Hires of APAC Award in 2018.

Ho Chi Minh City, Vietnam

- Assist Director in managing operation of Center and drive Sale revenue from Vietnamese & Japanese leaners.

Ho Chi Minh City, Vietnam

- Manage team to ensure excellent customer service to leaners and drive sale target.

Ho Chi Minh City, Vietnam

- Ensure product quality matches with client requirement.- Coordinate with Production Managers to identify any root cause which lead to any big loss.- Manage team members to ensure procedures following ISO.- Audit manufactured department and report weekly to Director.