Xavier Chua Email & Phone Number

Singapore

• Global lead of Quality Control team pivotal in analyzing and improving Quality of Service (QoS) to achieve greater clarity in transaction status and success rate for Thunes cross-border payment service.Lead the Quality.
• Conduct Analysis on QoS of global network partner (financial institutions-Bank/Card/Mobile Wallet) to assess partner network quality.
• Manage remittance/payment issues by driving long term resolution permanent fix.
• Work closely with external network partner/vendor in solutioning improvement of QoS.
• Drive Steering Committee session with senior leaders on QoS and process improvement initiatives which align with company yearly goals
• Ensure effective testing of new customer integrations.

Singapore

Singapore

Singapore

• Responsible for process implementation and improvement for consumer operation to reduce knowledge gap, reduce call volume, reduce agent AHT and resolve unfriendly policies while improving customer experience.
• Provide customer insight with Tableau data from Data Analytics team to enhance operation processes.
• Act as mediator between business team, consumer operations and backroom support team.
• Partake strategy planning on projects to launch new system/products/workflow enhancement.
• Conduct internal road shows at various site offices (Singapore, Malaysia and Philippines contact centres)
• Host calibration session to call out issues and update latest product/system/process changes to operation floor.

• Conduct case screening and handle escalated/unresolved cases from first level hotline and other internal stakeholders for investigation and resolution.
• Conduct outbound calls to customer pertaining to escalated cases to provide customer ideal resolution and suitable consultation regarding their mobile services.
• Upsell services and add-on products to customer to provide better mobile solutions and improve customer's user experience
• Handle adhoc projects such as incidents management and product launches, both for external customer experience retention and internal system/process improvement.
• Handle Singtel Livebot project as Team Lead upon launch in 2017/2018.

Plaza Central, Kuala Lumpur / Wisma Goshen, Kuala Lumpur

Job description:-handle CLT survey information by respondents-record respondents' answers into QSPR system as data collection for researchers to conduct research and analysis

Various Event Locations

Job description:-assist in Unilever Foods Solutions Chefmanship Academy marketing event in various venues across Malaysia-approaches public to introduce and create awareness about Unilever's Chefmanship Academy

Kuala Lumpur, Malaysia

• Administration and sales accounting tasks in the Account Receivable team.
• Handle AR of APAC including Malaysia, the Philippines, Brunei, India, Japan, Korea, Hong Kong and Taiwan.

Lafarge Cement, Sdn. Bhd., Langkawi Island, Malaysia

• Translating conversation between HNI, Lafarge personnel, equipment manufacturers, supply vendors and others.
• Translating conversation for site workers to help regulating site work.
• Translating conversation during meeting, discussion and work/quality inspection.
• Translating of documents and meeting’s minutes.
• Translating conversation with local suppliers in and out of plant for any purchases.
• Other ad-hoc, non translation tasks to facilitate site work flow:o Manage outsource local workforce and their job allocationso Assist on work flow planning with facilities and heavy duty equipments like uni-crane and.