Yen Yee Tan Email and Phone Number

• Rebadged from NTT Lt Global Shared Service Center.• Supported pre-hiring process for APAC region.• Take on the role of trainer and mentor for new employees to familiarize them with our daily operational processes.• Provided assistance in evenly assigning tickets to agents and monitoring cases to ensure compliance with SLAs.• Ensure the smooth operation of daily tasks in the absence of the team lead by responding to emails and providing guidance to agents.• Took the initiative to develop a knowledge matrix and maintain the matrix up-to-date in accordance with country-specific requirements.• Track the daily performance of agents, update the performance tracker, and notify the team lead of any issues.• Create monthly reports detailing team member performance and errors, monthly volume, and any challenges faced.• Took the initiative to gather common errors and provide refresher training to the team.

Suport APAC Region for prehire recruitment stage such as scheduling interivews, preparing Letter of Appointment, conducting reference check, collecting pre-hire documents and sending out Day 1 welcome emails to candidates. Maintaining SLAs and ensure no escalation.