Stefanie Teguh Email & Phone Number

• Assisting in the collection of key performance indicator (KPI) data and delivery of performance feedback to Test Centre Operations Administrators and Test Day Support Representatives.• Conducting training and coaching to new support team employees located in the Asia region. • Assisting with the development and implementation of policies and maintaining procedural documentation pertaining to support team tasks. • Managing support team coverage and scheduling shift work for Test Centre Operations Administrators and Test Day Support Representatives. • Preparing CELPIP and CAEL test packages and materials for test delivery. • Ensuring tests start on time, monitoring test progress, and confirming all results are received. • Processing and reviewing uploaded test packages for discrepancies, errors, suspicious activity, and other issues. • Providing professional tier 1 technical support to test centre personnel and troubleshooting technical issues related to test delivery. • Providing professional operational support to test centre personnel and answering all questions relating to test policies and procedures. • Investigating and responding to test day issues reported by candidates and acting as an intermediate escalation point.

Singapore

• Complete administrative tasks to support test delivery.• Review test centre supervisor reports for discrepancies, errors, and other issues.• Providing tier 1 support for test delivery personnel on test days, which entails answering questions about policies and procedures as well as troubleshooting basic technical issues.• Following up with test takers who experience issues on test day.• Providing feedback and ideas to improve the test delivery experience for test takers and the test centres.• Assisting in the preparation of reports, documentation, manuals, and other materials.• Monitoring and assisting in the delivery of test sittings.

• Analyzed reviews and complaints to come up with solution based on user experience• Worked closely with Development Team by evaluating processes and interpreting data to optimize the system• Liaised with CS and AM Teams across all websites pertaining to review processes• Enforced review procedures and guidelines• Developed best practices and innovative solutions to improve existing guidelines• Provided solutions to escalated cases

• Conducted various researches on potential clients and evaluated if their programs are well suited to be listed on site.

Tripaneer, previously known as eBookingServices is an Amsterdam based online booking websites for themed travels• Supervised and monitored progress and performance of new websites’ content writers and SEO writers• Worked closely with Development Team and Project Manager• Conducted alpha testing and prepared for the launch of new websites

• Responsible for managing listings of martial arts training• Provided service to customers and visitors, including exchanging emails, making phone calls, assisting customers through booking process, bridging the communication between customers and website partners, and handling complaints• Maintained mutual cooperation and relation with organizers/website partners all over the world• Supervised and monitored progress and performance of team members

• Led a team responsible for managing listings of yoga retreats in USA and Canada• Trained, supervised, and monitored progress and performance of team members• Provided service to customers and visitors, bridging the communication between customers and organizers/website partners, and successfully handling complaints.• Maintained mutual cooperation and relation with organizers/website partners within USA and Canada

• Successfully researched eligible potential yoga establishments worldwide with emphasis in Indonesia, Thailand, and India• Edited the BookYogaRetreat’s offering listings to make it accurate and lucrative for end customers• Input listings to the administration back end for the manager to approve• Periodically updated each listing’s information including prices, instructor, and other features