Mandy Chen Email & Phone Number

Australia

Focus on minimising gambling harm by developing strategic initiatives, delivering early intervention programmes, and managing operations. Provide leadership to an ever-growing team (>24), ensuring operational priorities and project deliverables are met. Increased customer engagement rate by 14%. Led behaviour change to 80% of the >1,000 welfare conversations conducted with customers and staff members. Boosted team productivity by 20%. Implemented a new customer care programme, which reduced the intervention rate by 75%. Achieved the highest audit score amongst 3 teams.

Brisbane, Queensland, Australia

Worked towards ambitious KPIs relating to customer satisfaction, compliance, and performance. Oversaw the recruitment, training, and performance management of 80 employees. Contributed to the execution of a safe gambling process by testing out the process and articulating inefficiencies/non-compliance.

Australia

Managed the operations of 8 to 16 gambling tables, including transactions approval and assessing the demands whether more tables needed to be open. Appointed additional responsibilities of training staff across the casinos’ processes and policies due to existing sound knowledge.

Taiwan

Increased profits by 25% within the first quarter by developing and implementing an advanced customer journey map. Improved staff retention rate by 10% in 2008 by delivering a simplified sales training programme. Contributed to improving the in-store customer satisfaction index from 72% to 92%.

Master Of Business Leadership In Service Innovation, Business Administration And Management, General

Certificate Iv & Diploma, Business, Management, Marketing, And Related Support Services

Bachelor Of Arts – Applied Of Foreign Language, Foreign Languages And Literatures, General