Sze Wing Tracy Chan Email & Phone Number

Toronto, Ontario, Canada

• Lead the team of Workforce Management Real-time Analysts
• Determine how to maximize resource capacity based on forecasts and real-time data
• Collaborate with Sales Centre leaders and other members of the WFM team to ensure KPIs and budget requirements are met
• Refine, revise and introduce new processes to improve customer experience and operational efficiency
• Represent WFM RTAs at meetings and Quarterly Business Reviews

Toronto, Ontario, Canada

• Collaborate with Client Services teams and the management team to support the contact centre and processing areas, e.g. building and monitoring employee schedules, reporting on exceptions.
• Review staffing levels and performance indexes to drive service levels, e.g., preparing executive summaries, presenting analytical insights, and strategizing short/medium-term plans.
• Analyze and adjust forecasts and provide recommendations to support business initiatives and projects.
• Track and adjust queue strategies to meet real-time requirements.
• Streamline workforce processes to save time and increase accuracy.

Ontario, Canada

• Monitor and support daily service level performance of 3 regional markets (Canada, Japan Afterhours, and Hong Kong and Singapore Afterhours Travel and Lifestyle Servicing), e.g. running coverage analysis, optimizing.
• Liaise with operations partners to gather data relevant to volume impacts to improve overall efficiency.
• Collate absenteeism, overtime and schedule changes, and input data in IEX and Aspect systems.
• Plan and schedule offline activities such as coaching, training, and team huddles.

Ontario, Canada

• Create unique travel and lifestyle experiences for cardmembers, e.g. arranging and managing travel bookings, offering dining and lifestyle recommendations.
• Deliver personalized services, e.g. providing products and recommendations tailored to the needs of cardmembers, offering prompt support and solutions based on their requests.
• Build brand loyalty and foster long-term relations by guiding cardmembers to exclusive programs and premium benefits.

Hong Kong

• Assist in the event planning and management for the Museum.
• Launch a new website for the Museum in two months.
• Provide administrative support to the office, e.g. writing reports, liaising with internal and external offices.

Hong Kong

• Responsible for the organization and end-to-end planning of high-profile events such as fairs, workshops, public forums and international conferences.
• Assist in the planning and management of a community outreach project that engaged 58 schools and NGOs.
• Assist in the setup of the Jockey Club Museum of Climate Change, e.g. editing and vetting museum text, leading in the preparation of the launch ceremony and press materials.
• Collate information and prepare documentation, e.g. preparing reports using spreadsheets and funding proposals/presentations, drafting contents for website, e-newsletter and social media.
• Accomplish administrative activities, e.g. budget planning & management, drafting formal correspondences, scheduling of meetings, recruiting and training of staff members and student helpers.

Hong Kong

• Provide frontline office support, e.g. acting as the primary contact for students, providing academic information and handling student recruitment.
• Responsible for the planning and execution of an international symposium.

Data Analytics Boot Camp, Data Analytics

Master Of Philosophy, Geography And Resource Management

Bachelor Of Social Science, Geography And Resource Management, Second Class Upper Division