Ruby Wong Email & Phone Number

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Lead talent development and succession planning initiatives to ensure business continuity and enhance future capabilities within the team.• Facilitate effective communication of Agoda's strategy and performance to Team Managers and Agents, fostering alignment and understanding across the team.• Engage in HR activities, including recruitment processes and handling escalations, contributing to a positive and efficient work environment.• Conduct impactful training sessions and coaching for Team Managers and Secondees, focusing on leadership development and compliance, enhancing team leadership skills.• Analyze team performance metrics to develop actionable plans for improvement and personal development, driving continuous growth and efficiency.• Closely monitor service levels across the region, conducting regular team performance reviews and KPI-related meetings to provide solutions and address challenges effectively.• Manage Service Level Agreements (SLAs) by conducting KPI-related meetings, performing reviews, and action planning for SLA monitoring. Utilize reporting and analysis to assess and mitigate risks, developing detailed project plans with key stakeholders and advising on SLA improvements.• Facilitate interdepartmental communication with TBP, ER, WFM, LnD, and other units to prevent silo effects and swiftly address business disruptions, ensuring seamless operations and collaboration.

• Global Operations Oversight: Manage the company's global portfolio, reporting directly to the General Manager, with a focus on HR, Operations, System Infrastructure, and People & Process management.• Financial Management: Control departmental finances, achieving yearly revenue targets by managing cash flow and P&L, while maintaining strong client and vendor relationships.• Project and SLA Management: Develop detailed project plans for clients, advising on SLA improvements and risk mitigation, while facilitating interdepartmental communication to prevent silos and address disruptions.• International Expansion: Successfully launched two international sites in Indonesia and Malaysia, ensuring compliance with local labor laws and operational requirements, and maintaining zero manpower disputes.• Employee Engagement: Cultivate a project culture that increases employee belonging, keeping voluntary turnover rates between 0-2.5%, and provide versatile training and coaching to maintain performance.• Account and Sales Management: Act as Account Manager, aligning operational requirements, evaluating feasibility and resources, and setting up Quality Assurance Standards, SOPs, and Project Handbooks.• Service Provider Relations: Identify, initiate bidding, and draft contracts for service providers, maintaining strong relationships across multiple countries including India, Indonesia, and Brazil.• Client and KPI Management: Manage project KPIs for multiple clients, consistently achieving performance targets, adapting to client change requests swiftly, and successfully managing remote offices during COVID-19 lockdown.

Foshan, Guangdong, China

• Oversee customer service operations, quality assurance, and contact center workforce management/data analysis, managing up to 400 staff at peak times to achieve performance targets.• Provide daily operational support and guidance to Assistant Project Managers and Project Supervisors in the call center.• Design and refine KPIs and performance scorecards for the contact center, using data-driven insights to enhance results.• Ensure the availability of necessary reports for client and internal reviews in line with COPC standards, identifying improvement opportunities from generated reports.• Collaborate with support teams to summarize performance metrics, conduct root cause analysis (RCA), and plan subsequent actions.• Develop standard operating procedures (SOPs) for various roles and operational phases in the contact center to streamline project workflows.• Led the entire startup process of the contact center, from hiring to implementation.• Achieved the highest accuracy rate in RCA and client calibration in quality assurance among all vendors.• Serve as the primary internal contact across two sites, ensuring project financial performance and client satisfaction, akin to an Account Manager role.

Shanghai Suburb, China

• Offer expert advice and consultation on demographic factors that may impact operational effectiveness.• Deliver comprehensive product training and conduct training evaluations for suppliers on behalf of Jetstar.• Collaborate with Jetstar business units to implement strategic initiatives.Partner with Contact Centers to enhance sales performance and meet quality standards.• Conduct quality assurance calibrations to provide recommendations and benchmarks aimed at improving the customer service experience.

Kuala Lumpur, Malaysia

• Represent the company to introduce the service we provide and to expand the market share, and answer any to concerns and objections • Source for lead merchant through various channels such as internet and location research• Deal negotiation to ensure the interest of both parties are being taken care of

Kuala Lumpur, Malaysia

• To answer queries from different projects as a multi skills agent• Participated in business development team to brainstorm for what may be needed by potential clients

Kuala Lumpur, Malaysia

• To provide customer with the best possible experience when they reach out to us• To handle complains and inquiries from the customers pertaining to our services and products• The pioneer team that starts up Mandarin and Cantonese language as part of the customer service language option• Top adherence in the team

Master'S Degree, Business Administration And Management, General

Ba (Hons) Business Management And Marketing, Business, Management, Marketing, And Related Support Services

Diploma In Business Studies, Marketing, Business, Management, Marketing, And Related Support Services

Activities and Societies: - Course Representative for the class of 150 course mates. - Marketing Society Representative. - Fund Raiser.