Hae Chong Li Email & Phone Number

Singapore

Singapore, Singapore

1. BPO Strategist with a Global Vision:As a BPO strategist, my responsibilities encompass extensive research and sourcing endeavors spanning Southeast Asia, Japan, Korea, and Europe. I am passionately committed to identifying the right BPO partners to elevate our customer service and content moderation operations to new heights.2. Expertise in Crafting RFPs for BPO Excellence:My role involves the meticulous preparation of Request for Proposals (RFPs) with a focus on precision and detail. These RFPs serve as the gateway for BPO providers to engage with our organization, ensuring a thoughtful and strategic selection process.3. Establishing Global BPO Operations with Precision:Collaborating closely with three chosen BPO partners, I am spearheading the establishment of operational hubs in key regions: Southeast Asia, Europe, and the dynamic markets of Japan and Korea. This mission involves creating centers of excellence in customer service and content moderation.4. Leading a Global Freelancer NetworkMy leadership extends beyond traditional operations as I lead a global team responsible for managing freelancers. This role is similar to guiding a global team of freelancers to work together seamlessly, ensuring their effective contribution to our customer service and content moderation efforts.

Singapore, Singapore

- Work as a game expert to resolve the players' complicated issues that are escalated by English and Non- English speaking outsourcing agents Mexico.- Monitor the service quality and resolve outbreak or emergency on time, to ensure our customer service quality meet the standard.- Manage and synchronize information with English and non-English speaking outsourcing vendors in Mexico- Revising and building player facing support templates, FAQs and other materials.- Communicate (verbally and in writing) in Mandarin with non-English speaking Customer Service Team and vendors based in China Headquarter to resolve the players' issues- Communicate (verbally and in writing) in non-English speaking Customer Service Team and vendors based in Mexico to resolve the players' issues

Johor Bahru, Johore, Malaysia

Johor, Malaysia

- Design and review Pricetory APP and website UI, features and functions, ensuring it matches Malaysian consumer's online shopping experience.- Gather feedback from users, discussed and make changes to further enhance user experiences.- Study and analyze users behaviors to understand if marketing campaign works according to our expectation.- Study and analyze business performance and share the finding with other co-founders and making improvement plan.- Pitch for funding to further expand Pricetory.Achievement in 2019:-1. >20k App download on Google Playstore Malaysia2. Rank 2 in Trending on Google Playstore under shopping categories, Malaysia.3. >RM900k products worth sold via Pricetory app and website.4. More than 11k products sold via Pricetory app and website.

Central Singapore

As the overseer of our contact center, I manage daily operations and ensure efficient service delivery to our customers. My responsibilities include:- Developing business plans and budgets to achieve target results within budget constraints.- Recruiting, training, and retaining a skilled workforce to meet individual and departmental goals.- Administering performance evaluations, compensation plans, and coaching activities.- Identifying and addressing system issues and coordinating with relevant teams for improvements.- Serving as the key escalation point for major events and outage management.- Ensuring the smooth operation of call center systems, aligning with corporate strategy.- Forecasting workloads, designing processes, and scheduling the workforce.- Implementing workflows and structures for new product or service launches.- Analyzing service processes for continuous improvement in customer satisfaction and operational efficiency.- Proactively identifying root causes and resolving defects in customer service.- Handling complex customer complaints via telephone and written correspondence.- Providing management reports to senior leadership during Management Review Meetings.

Shanghai City, China

In my role overseeing customer experience for intellectual properties in China, I led a customer service team that coordinated efforts with our partner. Collaborating with community, public relations, marketing, and regional project managers, we ensured successful new product launches.I managed communications between our partner's customer service and our global team. Regularly, I reported progress on key performance indicators, conducted needs assessments, and developed strategic plans with the global customer service organization.I identified, managed, and prioritized the development of internal business tools, streamlining our services. I also resolved emergencies with our partner, implementing temporary and long-term solutions.I established communication standards within the customer service organization, maintaining consistent branding. Additionally, I crafted the annual China customer service budget, reviewing spending monthly.I set yearly customer service objectives and initiatives based on the global and country battle plan.Notable accomplishments:- Maintained customer service costs 10% below AOP from 2012-2014.- Resolved misunderstandings between HQ and the Chinese partner, establishing trust.- Reduced staff by 7-10% yearly without compromising KPIs.- Automated main customer service contacts for self-service and improved issue resolution time.- Coordinated the global launches of World of Warcraft Expansion and Mist of Pandaria in 2012.- Launched three major titles within three months in 2015, minimizing impact on customer service.

Singapore

Collaborated and led partnership customer service initiatives, fostering synergy with cross-functional department managers and external partners. Facilitated transparent communication regarding customer concerns, policy updates, service objectives, performance metrics, training initiatives, and tool utilization. Ensured seamless product launches, including patches and hotfixes, by coordinating efforts with project managers.- Oversaw the coordination of activities and information flow between our partner and in-house customer service teams. Conducted rigorous product and service testing, providing detailed status reports. Worked closely with global customer service leadership to consistently report progress on key performance indicators.- Conducted comprehensive needs assessments and devised strategic plans to address evolving requirements. Spearheaded the identification, prioritization, and implementation of internal business tools to optimize service operations. Responded adeptly to emergency and crisis situations, collaborating with partners to implement effective short-term and long-term solutions.- Established and enforced documentation and written communication standards within the customer service organization, ensuring a cohesive and branded approach for both internal and external communications.

Singapore

Managed approximately 200 outsourced staff in Shanghai, Malaysia and Philippines to ensure vendor consistently achieved service level agreement. Responsible for quality control of vendor’s English, China, and Taiwan technical and process knowledge by conducting weekly call calibration session. Planned and provided new product and refresher training for call centre vendors. Served as main contact person for APJ to handle technical escalation from call centre vendor. Worked with BU engineer to solve problems Created and refined APJ customer service processes. Administrated CRM system and retrieved reports for management reviews. Worked closely with country sales teams to provide pre-sales technical support and customer service-related concerns/issues. - Changed transit call centre vendor in Kuala Lumpur to Manila and transit call centre from Shanghai to Malaysia and helped transition call centre from Japan to Malaysia. - Provided technical training on all Logitech products and served as technical contact on any technical and process escalations for all Asia Pacific region.

Handled e-support metrics program for Asia Pacific region including ensuring reliability. Worked with Asia Pacific cost reduction team to define baseline and formula used to calculate costs. Developed balance scorecard for e-delivery team. Created e-support scorecard for Asia Pacific call centers. Partnered with worldwide team to ensure e-support tools met Asia Pacific region requirements including double byte countries. Determined deployment schedule for newly-developed tools. Hosted weekly/monthly review meetings with country and regional teams and monthly review with countries on new tool results.

Singapore

Introduced and deployed newly-developed e-support tools to Asia Pacific call centre. Trained country call centre teams. Designed e-delivery support process for Asia Pacific call centre. Served as escalation point person. Worked closely with worldwide e-delivery team to develop new e-support tools. Collaborated with countries to develop marketing plans. Provided monthly report to management.

Singapore

Selected partners and prepared request for proposals. Identified projects to be outsourced. Ensured smooth project transition. Reviewed partner performance monthly. Negotiated prices with partners during contract renewal.

Singapore

Provided processes and system usage training to newly-employed engineers. Communicated new processes to team members. Served as second-level escalation on technical and processes issues. Documented processes and posted information to department website. Reviewed telephone conversation between team members and customers.

Singapore

Responsible to personal computer and server technical support by telephone in Cantonese (for Hong Kong customers) and English. Served as contact for escalation cases. Entered telephone activities to call logging system. Helped second-level support engineer simulate reported issues and develop action plan to resolve them. Escalated unresolvable issues. Worked with worldwide team to keep customers updated escalated cases.

Digital Marketing Specialist, Digital Marketing

Diploma, Computer Studies

Diploma, Computer Studies Informatics Computer

COPC – Certificate of Competency 6 Sigma Green Belt Training

Education record

Education record

Education record