Lynette Tay Email & Phone Number

Singapore, SG

Singapore, SG

Singapore, Singapore, SG

• Managed and worked closely with Market Specialists to deliver overall MX performance across 6 markets
• Alignment of PH OLX service team and existing BPO team on workflows, knowledge, scheduling and KPIs
• Drove CSAT performance by launching new survey, improving systems and processes for better collection of survey responses, performing DSAT scrub for continuous improvement
• Led the team on self-service initiatives to reduce contact rate e.g redesigned of Help Centre, Answerbot, FAQ management, analysis of ticket breakdown
• Led the 2020 MX P&L forecasting and tracking
• Designed CX 2020 Business plan and set individual goals across sub-functions for better team collaboration between Shared Services and Market Specialists

Singapore, Singapore, SG

• Accountable for Customer Service, Trust & Safety, Market Quality and User Voice
• Managed P&L and hiring for team size of 50
• Executed cost efficiency transformation plan within 6 months and droveperformance for another 6 months to deliver towards its objectives
• Shortlisted and negotiated with potential BPOs as well as worked closely with Finance and Legal for CFO's approval
• Launched and managed new BPO in Kuala Lumpur to support 6 markets including forecasting, setting KPIs, recruitment, training, knowledge management, quality assurance, escalation processes etc
• Supported PH OLX migration in aligning of systems and processes, co-owning of KPIs and conducting orientation and training

Singapore, Singapore, SG

• Worked closely with team leads, harmonise among the 3 teams to deliver toward OKRs
• Developed team leads with management skills and guide them in conducting regular 1:1s with team size of 2 to 6 members each
• Drove engagement and ownership in team huddles across 3 offices
• Facilitated workshops to identify problems and brainstorm to design our quarterly OKRs
• Engaged stakeholders from various functions and markets to align on function's OKRs
• Represented function to prepare and present past OKRs results and future OKRs on quarterlybasis to team heads

San Francisco, CA, US

• Managed both Internal and Partner training operations in APAC
• Involved in hiring and certifying trainers – total 15
• Managed requested training classes schedules and trainers’ availability
• Customized and delivered trainings for crewbies and leadership
• Continued translation and localization efforts of training content
• Created and improvised mastercopy spreadsheet to provide training program for ease of onboarding new trainers and stay align within region (well received by trainers)

San Francisco, CA, US

• Onboarded a new Partner in Manila in hiring and training
• First APAC trainer – only POC for training team in APAC
• Build the foundation of training in APAC starting with training materials, training room, dependencies on recruitment and WFM
• Delivered training to the new hires and existing crewbies
• Supported certification of new trainers at Partners
• Managed training classes schedules and trainers’ availability

San Francisco, CA, US

• Managed Customer Experience (CX) crewbies in Singapore, India and Korea office
• Strategised the team structure and headcount to support APAC markets
• Conducted hiring meetups in SG, KR and JP to recruit the pioneer batches
• Created training materials and onboarded the pioneer management teams
• Scheduled and coordinated Onboarding trainings for new hires and Ongoing trainings for existing team members
• Created Social Media escalation workflow for coverage on Facebook, Twitter and Weibo

San Francisco, CA, US

• Educated China and Taiwan hosts about the features of Airbnb and assisted to set up their listings as a reference to get started with hosting
• Assisted the Sales & Activation team to resolve customer service issues
• Carried out multiple initiatives to provide informative data to the Sales & Activation team to have detailed understandings of the product, their market, their hosts and the common customer service questions in their.
• Communication bridge between Sales & Activation and Customer Service team
• Involved in preparation of education seminar for host in China
• Involved in HR related matters such as job posting on Chinese websites and be available for live chat with local university students on job openings

Singapore, Singapore, SG

• Multi-tasked with systems and product library to assist banking enquiries
• Handled customer enquiries and complaints on Banking and Loans products and services through inbound calls
• Provided one stop and immediate assistance to customers, as well as escalating issues when needed
• Proactively providing value added services
• Performed “Can do” spirit when assisting customer with their request
• Focused on the key qualities of “Customer-Centric, Useful, Fast, Friendly and Simple” to provide quality customer service

Singapore, SG

Minor in Technopreneurship(NUS Overseas Colleges Programme (Silicon Valley))- New Venture Creation- Start-up Business CaseMajor in Physics- Atomic & Molecular Physics- Biophysics- Classical Mechanics- Electricity & Magnetism- Experimental Physics- Quantum Physics- Solid State Physics- Thermodynamics and Statistical MechanicsOther modules:- Biochemistry of.

• Handled customer enquiries on Qik product and services through emails and video calls with a only a team of 3 customer operations officers, handling a user base of more than 3.5 million users.
• Composed and edit email templates(macros) to address common enquires to provide efficient and concise service
• Familiar with Zendesk ticketing system and explored the features to measure customer satisfaction and response time with her direct supervisor
• Creative problem solver for all application related issues (Qik supports iOS, Android and Symbian), testing with various accounts and settings to replicate customer’s problem
• Constantly updated and optimized the layout of the frequent asked questions (FAQ) and addressed ongoing forum enquiries
• Managed the social media such as Facebook and Twitter to respond to customer's enquiries

Redmond, WA, US

• Handled customer enquiries on Qik product and services through emails and video calls with a only a team of 3 customer operations officers, handling a user base of more than 3.5 million users.
• Composed and edit email templates(macros) to address common enquires to provide efficient and concise service
• Familiar with Zendesk ticketing system and explored the features to measure customer satisfaction and response time with her direct supervisor
• Creative problem solver for all application related issues (Qik supports iOS, Android and Symbian), testing with various accounts and settings to replicate customer’s problem
• Constantly updated and optimized the layout of the frequent asked questions (FAQ) and addressed ongoing forum enquiries
• Managed the social media such as Facebook and Twitter to respond to customer's enquiries

• Performed data entry of past clients’ information and carried out data analytics to provide the management with a better idea of their customer types
• Prepared Statement of Account and legal documents
• Provided customer service as receptionist

Served customers with food and beverages and handled the cashier’s duties

Singapore, SG

Sales of Cable TV service and assist enquiries on the ongoing promotions

Singapore, Singapore, SG

Shared on the market price of property and seek opportunities for potential sales of property through outbound calls

Singapore, SG

- Educate students with Physics knowledge- Manage the students in extra curriculum activities such as camping (Girl Guides)

Undergraduate, Physics

Entrepreneurship/Entrepreneurial Studies

Entrepreneurship, Management Science And Engineering

Science Stream, Science