Philip Tan Email & Phone Number

- Managing customer support team from MY, SG, PH & TH region.- Vendor Management- Collaborate with team members and Regional Managers to ensure daily operational metrics are consistently met.- Support agents by addressing inquiries and handling escalations promptly.- Monitor team performance to ensure KPIs are achieved.- Conduct regular coaching sessions to drive agents' development and performance.- Prepare performance reports and ad-hoc reports as needed.- Plan and allocate resources effectively to maintain optimal shift coverage.- Identify, propose, and implement process improvements to enhance business operations.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

⦁ Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements⦁ Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly⦁ Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment⦁ Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations⦁ Communicate expectations to employees and provide timely updates⦁ Provide subject matter expertise in handling escalated customer calls as needed⦁ Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities⦁ Stay current on internal work processes, policies and procedures. Attend required manager development training⦁ Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

● Setup new Regional Operation site at Turkey & Vietnam including hiring, training, nesting & onboarding.● Manages multiple projects (team expansion, changes in operational processes, formation of the new team, revamping current process flow in place, channel/platform acquisition, etc).● Overseeing the enhancement of regional technical team processes (game bug reproduction, tech workshop, system/tool testing)● Manage the day-to-day operations of the team through driving key performance indicators (e.g.quality, efficiency, productivity, operational health) on a team and individual level whilstmaintaining a superior level of team support and wellness.● Ensure employee happiness by creating team connections, communicating direction and goals,providing regular performance feedback, and developing team members to ensure career growth.● Work as a primary owner of team workflows and have a working knowledge of all workflows.● Support the team in handling urgent escalated cases in the areas of customer service.● Assertive, decisive, think critically and constantly evaluate policies and procedures, find ways toincrease accuracy, efficiency, and customer satisfaction.● Create and document workflows and knowledge base for agents to ensure accuracy andconsistency and elevate team efficiency and productivity.● Monitor and ensure immediate response of urgent escalated cases and close-loop of escalated issues● Aim to celebrate wins together● Recognize the wins of our employee● Brings fun to our employees as in celebrating the festive season with our employees that are from SEA.

● Ensure team meets and exceed Stipulated Timelines and SLAs ● Actively manage staff on a regular basis to ensure all issues are dealt with effectively and efficiently ● Train, coach, and motivate team members to conduct monthly meetings with the staff ● Responsible for Staff Retention and performance appraisal ● Maintain control of qualitative and quantitative productivity of team individuals ● Resolve escalated queries. Ensure the team is aware of all updates and changes in policies/procedures and processes. ● Interact with client coordinators for process-related issues. Maintain and report an MIS of activity(output) for individuals & teams. Serve as process ambassador and represent the team during client facility visits. Be in regular email contact and ensure all problems are ironed out on a timely basisApr 2018 - QA● Conduct training for new hires, or refresher course ● Consistent focus on building strong business relationship and effective collaboration with stakeholders ● Participate in internal and client calibration session and provide insights for improvements● Provide actionable data to various internal support groups as needed ● Prepare and analyze internal and external quality reports for management staff review ● Identify relevant training needs of agents and ensure effective implementations and measure the success rate of the TNI. ● Provide factual constructive coaching and feedback to agents ● Reviews customer satisfaction and other operational metric results on a weekly/monthly basis to identify trends in performance metrics and create monthly management reports ● Develops key driver analysis, statistical linkages, and calibration between customer satisfaction and other operational metrics such as quality, AHT, etc

- Mainly responsible for Car Battery Delivery Rider daily operation including training and monitoring- Design, Plan & Perform and make sure riders are well-trained, and well follow company SOP and policy, also, able to deliver goods on time.- Increase the efficiency and effectiveness in the overall flow of daily operation.- Daily meeting with riders, collect feedback from riders and riders improvement from time to time.- Able to grow with the team and company by improving the overall workflow, SOP, and KPI.- Provide Soft Skills, Technical, System (includes Apps, Products & Company Policies) training with Staff & Rider.- Organize staffs training needs. Schedule training date, time, and venue. Prepare necessary paperwork for training

- Communicate and provide the best car battery options to the customer based on their car's model- To provide installation - indoor & outdoor- Battery service & checking