Nancy Soon Email & Phone Number

WP. Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Supporting Trust & Safety account with total of 800+ headcount
• Support & monitor operation to make it measurable, repeatable and predictable
• Evaluate replication opportunities for innovation, solution development & implementation on Automation & Process improvements.
• Provide support towards continuous Improvement programs like Six Sigma across various functions.
• Transform organization to create system and process for Noiseless Delivery.
• Carry out Operational Excellence (OE) audits, support Service Delivery Leads/Functional Leads in Integrating OE & Continuous Improvement initiatives with other cross-center initiatives.

Kuala Lumpur, Malaysia

• Led a diverse team of 30+ analyst in a 24/7 setting, coaching them for optimal performance.
• Presented updates and flagged risks in weekly meetings with clients.
• Collaborated with policy and quality teams to develop and implement new market-specific policies and processes.
• Facilitated brainstorming sessions to improve processes and quality continuously.
• Addressed technical issues locally and globally as the main point of contact.
• Conducted assessments and interviews for new applicants.

NCR - National Capital Region, Philippines

• Quality Analyst
• Conducted spot checks and resolved disputes across teams, using various quality analysis methods to identify common errors and perform root cause analysis, providing weekly/ad hoc reports with action plans.
• Managed team quality performance through coaching.
• Conducted floor walks to promptly address agent questions.
• Attended policy calibration sessions with Training and Policy teams, transferring knowledge to the team.
• Contributed insights and initiatives for process improvement or special projects as assigned. Subject Matter Expert (SME)

From 2013-2014 I started as Account Executive (for Japanese Business) in Oze Mitra Indonesia (Adamante) which more focused in digital advertising & marketing. Aside from managing good relationship and business with clients and vendors, I managed and supervising a flourishing social media communities, planning strategies and budgeting, with occasional work.

DKI Jakarta

Mostly in New Business Development side and taking care of Japanese clients, I managed wide arrange of projects from research to occasional help with multilingual translation and interpretation.