Michelle Foo Email & Phone Number

Malaysia

 Maintain and enhance training system Collect and analyze the training needs from Contact Centre Agents and Service Providers Responsible for developing, coordinating and updating all the internal training process Track the training records, evaluate the training results and optimize the training process Support team leader to organize kinds of internal training activities (Example: Training the trainer) Uses information from the available systems to produce proactive data analytics initiatives

 Promoting quality achievement and performance improvement throughout the company Setting CMMi /ISO20000 compliance objectives and ensuring that targets are achieved Maintaining awareness of the business context and company profitability, including budgetary control issues for QA activities Ensuring compliance with national and international standards and legislation, example: Randomly check on the hardware and software after staging or installation, before products delivery to our customers Considering the application of environmental and work with project managers to comply with the standards documentation Agreeing standards and establishing clearly defined quality methods for staff to apply Internal audit and reviews for company processes, projects’ processes, training manuals and user manuals prepared by trainers, site survey reports prepared by site survey team and projects’ documents  Defining quality procedures in conjunction with operating staff Setting up and maintaining controls and documentation procedures

 Support new Program launches as needed  APJ Consumer Lead for Delta initiatives  Coordinating FY14R2/R3/R4/R4.1 Delta (Dispatch tool) UAT APJ Testing with each sides testers and IT team  Work closely with APJ Delta testers to make sure all tests completed on time and discuss defects with IT team Engagement with CIDAR (Customer Induced) Program. Make sure agents bucket correctly when there is any customer induced issues and quote customer accordingly Dispatch Project Management lead for ANZ & SA Consumer Technical Support - Identify Dispatch challenges, find root causes and drive action plans, reduce Repeat Dispatch Rate(RDR) and make sure agents are compliance with processes  FY14 - ANZ RDR improved 6.13% from Q1 to Q2 and 1.11% from Q2 to Q3 (Q1:20.15%; Q2:14.02%; Q3:12.91%) FY14 - SA RDR improved 1.76% from Q1 to Q2 and 2.34% from Q2 to Q3 (Q1:11.22%; Q2:9.46%; Q3:7.12%) At least 20 Calls Monitoring carried out weekly to monitor and provide feedbacks to improve agents call quality. Make sure all process are followed as well ANZ & SA Consumer Lead for Backup and Recovery Plan (BCP) - Plan and organize the BCP Plan with Call Center Operational Leader (CCO) to route ANZ & SA Calls to India team for Penang team. Be Malaysia Site Crisis Management primary key contact person

 Sales on Warranty Extension, spare parts, third party products, laptops and desktops  Involving in Total Solutions queue and handling Out of warranty calls, Sell solutions and Obtained best closed sales in December 2008Leadership and guidance to team members and new hires starting - June to September 2009 Margin performance for new hire increased from June(USD $2.2K) to July(USD $6.1K), new hire B from August (USD $8.7K) to September(USD $20.5K), new hire C from August (USD $3.3K) to September(USD $13.1K) Handling Escalations Cases – September 2009 Handle difficult customers by providing best solutions from juniors and turn angry customer to happy customers and reduce refund casesAbility to accept all tasks without questions – Be ANZ Total Solution Pod Leader end of Q1FY12 Maintain and monitor the service level. Result increased from Q2:79% to Q3:95%  Assisting TS managers by providing monthly agents’ revenue and margin performance record to drive the team for better referral rates and close rate. Referral rates increased from August 2% to September 5% for Q3. Assisting and guiding Pasay team (Q1) and QC team (Q2 onwards) on Revenue and Margin process by having weekly conferences call. Best practices are shared among the team and QC team started to ramp up by end of Q2 where margin for Q2 June from $30K to Q2 July $ 40K Attending Q2C training with Q2C training team as a representative from Consumer team and dealing with trainer to understand the new process for Q2C and cascade down the training material to the team (Q2 onwards) Providing Monthly Promotions Strategies starting Q1 Email Communication for promotions sent out to the floor. Close rates and referral rates increased. Result uptrend from zero referrals to 50% referrals within 2 weeks and uptrend of Margin from USD$ 3K to USD$ 9K for spare parts up sell, and uptrend of Margin from USD$ 30K to USD $50K for warranty extension

 Troubleshooting with customers via emails and performing call backs to close cases Ability to accept all tasks without questions - Helping call team to take calls during weekend  Taking initiative to help ANZ Inspiron Consumer Call team to take calls during the weekend and service level increased 40% within an hour Involving and helping in SNP queue with call director and learned how to communicate with customers and listening skills are improved Helping ANZ Consumer team with call director and able to help up to clear all the waiting calls to increase the service level for the day Involving for taking 24× 7 calls for ANZ Consumer team and learned on how to check for customer warranty and assist customer accordingly, how to troubleshoot through phone in the shortest timeframe and get the issue fixed, making sure customer is happy and satisfied where soft skills are improved as well Taking care the Service Level when teammates are on annual leaves or medical leaves and make sure everyone compete the job task on timeDealing with Difficult People Training Provide in house training for teammates with example on different types of personalities on different people Learned on how to communicate with different type of peopleCoach New Hires/ Teammates on processes in shortest timeframe Recapped processes and communication skills are learned when teaching new hires Results: New hires are well trained on processes and able to log a case correctly yet helping them the faster way to search for the resolutions, build rapport among new hires to ease the communication barriers

Bachelors Degree Of Information Technology

Advanced Diploma In Computer Studies

Diploma In Computer Studies