As the Head of Human Resources, I oversee the whole HR operation across the business. My role is to create the HR policy, talent strategy, maintain public relation and legal compliance, and ensure that the company is one of the employers of choices. I participate in all the business management meetings.

In CBC, Sophai hold the accountability as the followings:+ Conduct a TNA by looking at the IDP; work with HoD to identify the training needs and put them into annual training calendar.+ Get the annual training plan executed.+ Take the lead in all Leadership programs of Bottling Investment Group (BIG) and make sure the training result is above the BIG’s benchmark.+ Deliver the BIG training programs with quality result.+ Lead the Employee Engagement Survey (EIS) and EIS… Show more In CBC, Sophai hold the accountability as the followings:+ Conduct a TNA by looking at the IDP; work with HoD to identify the training needs and put them into annual training calendar.+ Get the annual training plan executed.+ Take the lead in all Leadership programs of Bottling Investment Group (BIG) and make sure the training result is above the BIG’s benchmark.+ Deliver the BIG training programs with quality result.+ Lead the Employee Engagement Survey (EIS) and EIS champions to ensure the Employee Engagement score meets the company expectation.+ Lead the company’s Strategic Roadmap meetings and document the discussion results.+ Execute and monitor the on-boarding process and ensure 100% of new hires go through Induction and Buddy program+ Follow through the Performance Management plan, Talent Management and Succession planning. Show less

My responsibilities are to:+ Deliver quality training throughout the reporting period with satisfactory feedback. + Design and develop the identified training courses in a timely manner with satisfactory feedback.+ Conduct evaluation on training courses delivered throughout the reporting period. + Establish relationships with the HR Department and all other Departments.+ Demonstrate Management & Leadership skills both in the team and amongst the Departments.+ Develop… Show more My responsibilities are to:+ Deliver quality training throughout the reporting period with satisfactory feedback. + Design and develop the identified training courses in a timely manner with satisfactory feedback.+ Conduct evaluation on training courses delivered throughout the reporting period. + Establish relationships with the HR Department and all other Departments.+ Demonstrate Management & Leadership skills both in the team and amongst the Departments.+ Develop training technical competencies in need analysis, design, delivery and evaluation. + Identify and implement the development activities required during the reporting period.+ Maintain knowledge system. Show less

+ Develop project plans for initiatives set out by the Customer Care Director and Customer Care Manager.+ Co-ordinate and report progress on activities that are necessary for successful delivery of projects.+ Provide communication (verbal and written) on progress of projects, their issues and activities.+ Develop customer focused processes to support implementation of new working practices within Customer Care.+ Act as a point of contact for other departments to assist in… Show more + Develop project plans for initiatives set out by the Customer Care Director and Customer Care Manager.+ Co-ordinate and report progress on activities that are necessary for successful delivery of projects.+ Provide communication (verbal and written) on progress of projects, their issues and activities.+ Develop customer focused processes to support implementation of new working practices within Customer Care.+ Act as a point of contact for other departments to assist in information requirements regarding Customer Care.+ Provide support in the development of training materials and knowledge for Customer Care.+ Ensure the knowledge system is kept up to date and accurate.+ Ensure clear communication and change management is in place for the delivery of any new initiatives. Show less

+ Design and deliver process and procedure resources which are compliant with key functional goals, auditable in terms of KPI and SLA and accessible throughout the organization in both hard and soft format.+ Audit existing processes and resources, with clear focus on enhancing customer service, in order to prioritize BPO activities and optimize value delivered to the business.+ Plan, prioritize and make recommendations for the implementation of new processes in line with BPO’s stated… Show more + Design and deliver process and procedure resources which are compliant with key functional goals, auditable in terms of KPI and SLA and accessible throughout the organization in both hard and soft format.+ Audit existing processes and resources, with clear focus on enhancing customer service, in order to prioritize BPO activities and optimize value delivered to the business.+ Plan, prioritize and make recommendations for the implementation of new processes in line with BPO’s stated functional purpose.+ Monitor and report upon process KPI and SLA.+ Lead cross functional teams to re-engineer business processes and gain commitment to customer satisfaction focused change that is supported in the relevant business unit(s). + Ensure that staffs receive training appropriate to the use of any re-engineered process. Show less

+ Supervise and develop Quality Analysts to ensure daily/monthly audits of rep phone calls and emails are being conducted on a timely basis and are consistent with our client’s quality standards.+ Ensure that Quality Analysts adhere to industry acceptable standards, by which audits are conducted, scored and are presented to the staff in a professional environment.+ Assist Customer Care Management team in managing the daily operations of the client’s call centre to ensure all Quality and… Show more + Supervise and develop Quality Analysts to ensure daily/monthly audits of rep phone calls and emails are being conducted on a timely basis and are consistent with our client’s quality standards.+ Ensure that Quality Analysts adhere to industry acceptable standards, by which audits are conducted, scored and are presented to the staff in a professional environment.+ Assist Customer Care Management team in managing the daily operations of the client’s call centre to ensure all Quality and Service Level standards are achieved.+ Ensure consistency in quality and evaluation.+ Keep staff constantly performed and motivated.+ Create and maintain a high spirit and coordination inside the team.+ Provide historical record of agent’s quality performance.+ Prepare Training & Developing programs. Show less

+ Technical problem solving skill: Phone knowledge, CRM, Solidus care, HTML Code (Wiki update).+ Good Communication skill : Email to external customer, Internal communication among team.+ Training skill to internal team: sharing CRM, Phone, and Product & Service to peers and to Showroom staff.+ New creative idea: Recommend what should be post in Wiki, knowledge system.+ Well manage and quick feedback: 20% of trouble ticket were sort out by me.+ Good attitude to support… Show more + Technical problem solving skill: Phone knowledge, CRM, Solidus care, HTML Code (Wiki update).+ Good Communication skill : Email to external customer, Internal communication among team.+ Training skill to internal team: sharing CRM, Phone, and Product & Service to peers and to Showroom staff.+ New creative idea: Recommend what should be post in Wiki, knowledge system.+ Well manage and quick feedback: 20% of trouble ticket were sort out by me.+ Good attitude to support team: Products and Services information support as well as technical support. + The key person support Customer Care and Customer service during soft launch and commercial launch event: Manual configuration sharing, products and services information.+ Good staff voted from customer care team: most voted from the peers; becoming a best performance staff during qb commercial soft launch recognized by qb CEO. + Assist team to solve complex problem and share knowledge : on the job daily support. Show less

+ Work with other departments to analyze the system requirement, design it and develop it as request+ Maintaining all developed systems+ Update system to a new version in response with the change in new technology