Edy J. Email & Phone Number

Singapore, Singapore, Sg

Seller Growth was moved from Customer Care to Commercial Department, with this transfer our focus was not only from BPO management however we add more Commercial insight and strategy in driving our seller to grow their business through multiple mechanics push and engagement

Singapore, Singapore, Sg

PMO 1. Act as guardian/representative of our Buyer & Seller to ensure any new feature/product launch consider customer needs and didn’t jeopardize their experience through involvement in PRD review, UAT & Post launch monitoring. Several project has been coordinated including 2 succesfull major Lazada frontend & Fulfillment platform migration and Customer Care platform migration 2. Collaborate closely with VOC & Customer Care Operation to actively seek improvement based on customer feedback, ticket analytics or agents proposal and prepare business justification for changes either in SOP or Tech development Seller Growth This business unit was newly created to transform Customer Care to get closer to business/Commercial and actively involved to generate GMV instead of pure cost center Working with Commercial & Business development team we are managing our BPO for end to end seller journey including : 1. Acquisition : E2E process of acquiring potential sellers (lead hunting) , completion of hunted Seller registration (SSU) until Seller live & selling on the platform 2. Onboarding : Ensuring organic successful signup , document verification, completing basic info & 1st SKU live Activities includes continuous review of seller signup page and improve document approval balancing easiness of registration versus possible loophole of fraud activities 3. Incubation : enable Seller growth from Day-01 until the end of the incubation period (Day-90) with actively reaching out sellers to understands how to grow their store by using platform tools and consumer engagement activities 4. Account Management : Account Manager for existing sellers especially for Potential Merchant/Commitment Sellers, Participate on Promotion and boost Merchant Revenue Analyze sellers’ product portfolio & key improvement to constantly & consistently look for way to fast-track their sellers’ growth

Singapore, Singapore, Sg

1. Replicate the same setup of buyer side call center to ensure similar experience for Seller including telephone, BPO, SSAT & CRM technology 2. Leading transformation of inhouse call center from pure Tier 2 to more analytics & strategic approach in identifying process improvement 3. Setup priority dedicated PSC channel for Key account Seller 4. Drive multiple seller initiative such as proactive claim payout upon SLA breach which significantly improve PSAT 5. Introduce ADA our chatbot for seller with similar consideration of prioritizing only escalation cases managed by Live agent

Singapore, Singapore, Sg

Grateful to join Lazada very early experience the progress of ecommerce challenges & development with its dynamics changes . Starting as CS Supervisor I have been challenged to build Lazada Call Center from 8 agents with mobile phone to the current sophisticated Customer Care 1. Setting up BPO Call Center with multiple 3rd party Outsourcing including Tender offering, BPO review/Selection & Cost Analytics to balance Quality and Efficiency 2. Telephony technology adoption to accommodate both Inbound & Outbound including IVR setup & QA recording 3. CRM Selection & configuration from Zendesk migrate to Salesforce and later move to inhouse solution of Alibaba platform 4. Grow call center function to add TQA, Tier 2 & 3 Follow up, Return & Refund, NPS/VOC, Demand Management & BI/Analytics 5. Setup Social Media Team to manage online customer care presence including managing facebook, twitter, instagram and media escalation 6. Pioneering multiple ecommerce feature which later adopted and benchmarked as standard for all ecommerce player in ID such Order Tracking, SMS/Email/Push Notification, Virtual Account, Refund Form, 3Ds etc These improvement has direct impact to both CSAT up to 90%, CPO from 100% to less than 10% prior to chat bot implementation 7. Early adoption of Chat as scalable solution which later adopted regionally and now became main channel for ecommerce call center. Agent productivity improved to double or even triple as they can serve more than 1 customer at the same time 8. Jointly setup Chat Bot Solution to assign simple question to the AI and priorities only complex case handled by Live Agent . We ahieve resolution rate at more than 80% & Live agent CPO decreased to less than 1% 9. Maintain employee engagement to current more than 50% Customer Care team is above 5 years tenure and already move from their initial agent level. This is in contrast with the general high attrition in ecommerce industry

Paris, Île-De-France, Fr

Work Description : - Responsible for the day to day telesales operation and target achievement- Develop and improve Telesales through coaching, counseling and Training to create motivated and sales generated team- Provide attractive booster scheme to support sales achievement- Engage & develop a conducive cooperation with Client to produce win-win Solution

Paris, Île-De-France, Fr

Started as Supervisor and promoted until Customer Service Manager Handling Several Clients : Indosat Mentari IndosatM2 Sampoerna/ PhilipMorris Indonesia- Responsible for Day to Day Call Floor Operation include maintain Service Level targetted- Responsible for Day to Day Back Office operation include incoming Email, Fax and Walk-in centre- Supervise avilable Team Leader & agent in each shift- Responsible for agent Quantity/quality achievement performance- Problem escalation with Other Department ( Especially technical )

Training need analysis, subject preparation and deliver training for CS team Train the whole company on the new Digital technology implementation CS Candidate Selection