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)• Improved team quality and efficiency through coaching, ensuring adherence to policies and processes. • Distributed knowledge on new policies, processes, and calibration.• Introduced best practices for quality and efficiency enhancement. • Contributed to creating or updating guidelines and Standard Work Instructions (SWIs). • Provided trend insights to clients.• Conducted training based on quality and process needs.Bilingual Analyst • Conducted research and experiments following client guidelines and policies. • Enhanced AI and classifier quality to improve user experience.• Met client-set quality and efficiency metrics. • Provided insights and trends, collaborating closely with quality, training, and policy teams.

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 like research , translation and interpretation.

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.