Xavier Chua Email & Phone Number

Singapore

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 Control Centre (QCC) team with a team of Improvement Specialists that manages QoS analysis and improvement initiative on Network Partners. Network & Partner Quality of Service (QoS)•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.•Continuously enhance the customer onboarding experience.CX Process Improvement•Set up, facilitate, and lead service improvement sessions with business stakeholders and network partners.•Drive improvement of technical and business processes with network partners, such as API adoption and automation to eliminate manual handling and speed of transaction handling. •Interpret internal/external business challenges and collaborate with both internal and external stakeholder to improve products, processes, or services.•Drive internal process realignment across divisions (CX, Network Account Management, Treasury, Solution Delivery) to streamline responsibility and tackle business gaps.•Manage in-house knowledge article related to work processes & policies in Confluence and Zendesk.

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.• SPOC for mass non-systemic system/product issues and incidents handling.•Build content article and maintain up-to-date internal product/system knowledge.•Constantly analyze existing work processes for simplification to provide conducive process flow and to reduce operation floor AHT.•Work closely with Customer Insight team in projects to enhance workflow that drives customer experience.•Pioneer in GOMO chat-bot development as first conversation designer for content of AI response in GOMO chat platform.

•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 craneso Commence negotiations with suppliers and proceed on procurement of supplieso Assist in control center equipment's remote control operation, including direct operating of heavy machineries controlo Work on raw material sourcing and procurement