Fiona L. Email & Phone Number

Petaling Jaya, My

Managing 2 teams (Local Philippines contact center and APAC region contact center)Team Management: Supervise and lead a team of customer service representatives, ensuring they are well-trained, motivated, and equipped to deliver excellent customer service.Performance Monitoring: Continuously monitor the performance of the contact center team, tracking key performance indicators (KPIs) such as response times, call resolution rates, and customer satisfaction scores.Quality… Show more Managing 2 teams (Local Philippines contact center and APAC region contact center)Team Management: Supervise and lead a team of customer service representatives, ensuring they are well-trained, motivated, and equipped to deliver excellent customer service.Performance Monitoring: Continuously monitor the performance of the contact center team, tracking key performance indicators (KPIs) such as response times, call resolution rates, and customer satisfaction scores.Quality Assurance: Establish and enforce quality assurance standards and processes to maintain and improve the quality of interactions between agents and customers.Resource Planning: Plan staffing levels and schedules to ensure adequate coverage during peak hours and optimize resource allocation to meet service level agreements (SLAs).Training and Development: Provide ongoing training and coaching to agents to improve their skills and knowledge, enabling them to handle customer inquiries effectively.Reporting and Analysis: Generate and analyze reports on contact center performance, presenting findings to senior management and recommending improvements.Budget Management: Manage the contact center's budget, including forecasting and controlling operational expenses, to ensure cost-effectiveness.Escalation Handling: Manage and resolve escalated customer issues and complaints, ensuring timely and satisfactory resolution.Compliance: Ensure that the contact center operates in compliance with relevant regulations and company policies, including data protection and privacy regulations.Continuous Improvement: Develop and implement strategies to continuously improve contact center operations and customer service delivery. Show less

- Managed a team of 20 executive- Work closely with team member to ensure that all transaction are cleared before month-end closing- Ensure billing run smoothly during monthly financial closing- Analysis billing metrics and feedback to identify trends, areas of improvement and opportunities to enhance the overall service quality.- To continuously improve existing processes by proposing new SOP/ processes and work toward implementing regular task using RPA.- Review goals for… Show more - Managed a team of 20 executive- Work closely with team member to ensure that all transaction are cleared before month-end closing- Ensure billing run smoothly during monthly financial closing- Analysis billing metrics and feedback to identify trends, areas of improvement and opportunities to enhance the overall service quality.- To continuously improve existing processes by proposing new SOP/ processes and work toward implementing regular task using RPA.- Review goals for each team member and the entire team on a daily, weekly, and monthly basis.- Handle and resolve escalated inquiries from team members when necessary. Show less

- Managed a team of 20 contact center agents- Resolve escalation. Responsible for upward and downward communication both internally and externally- Participate in interviewing processes and multi-task- Articulate, supervise and elevate team's performance in measure with growing KPI's providing ongoing support and feedback to the agents and to ensure all client deliverable are met and keep raising the company's standards. - Create Scorecard and Performance dashboard for the… Show more - Managed a team of 20 contact center agents- Resolve escalation. Responsible for upward and downward communication both internally and externally- Participate in interviewing processes and multi-task- Articulate, supervise and elevate team's performance in measure with growing KPI's providing ongoing support and feedback to the agents and to ensure all client deliverable are met and keep raising the company's standards. - Create Scorecard and Performance dashboard for the team- Analysing performance data provided by client and to be distributed across the team to discuss on further improvement plan Show less

Kuala Lumpur, Malaysia

- Produce, visualise, and report insights of OTA analysis on occupancy performances. - Analyse and strategise on improving total occupancy based on digital transition on bookings and occupancy. - Review and reorganise front facing digital impression on OTA- Managing processes and relationships with different OTAs- Responsible for upward and downward communication both internally and externally

• Works with Expedia hotel partners by providing support on hotel related issues. (finance, technical, booking issues, training, managing inventory etc.)• Focus on providing inbound and outbound support to Expedia hotel partners• Work closely with other departments to ensure the best resolution when dealing with Expedia hotel partners• Support hotel partners in financial inquiries and disputes • Provides training for hotel partners on Expedia systems• Proactively call… Show more • Works with Expedia hotel partners by providing support on hotel related issues. (finance, technical, booking issues, training, managing inventory etc.)• Focus on providing inbound and outbound support to Expedia hotel partners• Work closely with other departments to ensure the best resolution when dealing with Expedia hotel partners• Support hotel partners in financial inquiries and disputes • Provides training for hotel partners on Expedia systems• Proactively call lodging partners to resolve future issues• Updates and maintain hotel partners content page Show less

Selangor, Malaysia

• Works with Expedia hotel partners by providing support on hotel related issues. (finance, technical, booking issues, training, managing inventory etc.)• Focus on providing inbound and outbound support to Expedia hotel partners• Work closely with other departments to ensure the best resolution when dealing with Expedia hotel partners• Support hotel partners in financial inquiries and disputes • Provides training for hotel partners on Expedia systems• Proactively call… Show more • Works with Expedia hotel partners by providing support on hotel related issues. (finance, technical, booking issues, training, managing inventory etc.)• Focus on providing inbound and outbound support to Expedia hotel partners• Work closely with other departments to ensure the best resolution when dealing with Expedia hotel partners• Support hotel partners in financial inquiries and disputes • Provides training for hotel partners on Expedia systems• Proactively call lodging partners to resolve future issues Show less

Selangor, Malaysia

• Works with Expedia hotel partners by providing support on hotel related issues. (finance, technical, booking issues, training, managing inventory etc.)• Focus on providing inbound and outbound support to Expedia hotel partners• Work closely with other departments to ensure the best resolution when dealing with Expedia hotel partners• Support hotel partners in financial inquiries and disputes • Provides training for hotel partners on Expedia systems• Proactively call… Show more • Works with Expedia hotel partners by providing support on hotel related issues. (finance, technical, booking issues, training, managing inventory etc.)• Focus on providing inbound and outbound support to Expedia hotel partners• Work closely with other departments to ensure the best resolution when dealing with Expedia hotel partners• Support hotel partners in financial inquiries and disputes • Provides training for hotel partners on Expedia systems• Proactively call lodging partners to resolve future issues• Respond to inquiries on Inventory management Show less

Bachelor’S Degree, Mass Communication/Media Studies

Digital Marketing Quantum Degree, Marketing

Monash University Foundation Year