DAVID JANSEN S. YAP
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work History
Regional Lead
04.2022 - Current
- Workforce Management APAC and Global Command Center
- Led Global Command Center operations and short term and long term strategy supporting internal teams and global partner network in Customer experience
- This involves end to end workforce management support to global Airbnb partners and internal operations in real time, scheduling and forecasting aspects
- Led supply planning within APAC regional network on headcount requirements and delivery and site health performance
- Responsible for overall staffing strategy in APAC region within Customer experience lines of business
- Delivered staffing accuracy at +/- 10% of budget consistently for 16 months
Regional Coordinator
Airbnb
10.2019 - 03.2022
- Partner Management APAC
- Supports outsourcing sites in Manila comprised of 3000+ FTE’s supporting the Global
- English Channel of Airbnb (70%+ YoY)
- Responsible for driving operational performance delivery in efficiency (tickets) and quality (NPS) on site and enterprise level
- Works closely with senior vendor leadership and senior internal stakeholders in developing strategies for short term wins, long-term growth and sustainability of sites
- Manages all change project developments and rollout in the APAC partner network.
Analyst
ATC
06.2017 - 10.2019
- WFM APAC
- Supports the Customer Experience family of Airbnb in the Asia Pacific region in 3 internal sites and 2 outsourcing partners
- Supports the achievement of phone, email and chat service levels in the region through headcount planning and dynamic real time management of internal and external resources
- Works closely with internal leadership and partner management team in developing strategies in optimizing resources during peak and off-peak periods
- Main point of contact of operations and partner WFM teams for IT escalations
- Introduced WFM processes in the region within internal teams and partners sites.
Regional Workforce Manager
Nestle Nespresso Singapore Pte Ltd
12.2015 - 05.2017
- Asian Hub
- Mainly responsible for supporting the customer relationship centers of Nestle Nespresso in the Asia Region, which includes Singapore, Malaysia, Thailand, Hong Kong, Taiwan, China and Korea
- Responsible for maintaining contact center service levels and other key performance matrices which includes inbound, outbound, and email KPIs
- Provided recommendation to Regional Customer Service Manager on split of activities per market internally and externally
- Provided short term forecasting and long-term capacity planning for endorsement of budget in 7 Asian markets
- Designed and maintained contact center routing for optimization purposes
- Provided productivity and cost analysis to improve efficiency and profitability
- Consistently improved cost per contact year on year – 10% - 15% improvement
- Inbound and email occupancy rates maintained above 80% in the region while still running outbound campaign targets
- Developed scorecards for agent, team and market levels.
Collections Analyst
Eon Energy UK
01.2011 - 11.2015
- Mainly responsible for delinquent business and personal (energy) accounts across the UK
- Specialized in Debt Recovery Management and Escalations.
Workforce Account Manager
IBM Business Process
07.2009 - 06.2010
- Coordinated and guided a team of Reporting Analysts (2), Scheduling Analysts (1), and Real
- Time Analysts (4) to ensure focus on profitability, resource planning, day to day schedule adjustments, real time service issues, RTA activity, adherence and schedule compliance, providing key reporting details.
Scheduling Analyst/POC
Verizon Business
02.2008 - 08.2008
- Ensured traffic analysts maximize real time productivity and revenue acquisition, while reducing cost through efficient utilization of systems and workforce resources for multiple product queues
- Evaluated product performance ensuring that products are managed according to corporate performance objectives, locally ensuring the team coordinates efforts with other operator network centers to achieve efficient product queue management and balanced delivery of product services system wide.
Traffic Analyst
Verizon Business
05.2005 - 02.2008
- Responsible for viewing real-time developments across multiple lines of business via ACD and workforce management monitoring and reporting tools
- As staffing variables change throughout the day, this position will need to identify and respond accordingly to even escalation criteria including service level issues and technical outages.
Global CX Lead
Amber Group
06.2004 - 05.2005
- (Operations, Performance and Planning)
- Developed 2022 strategy for hiring, onboarding and training for Global CX organization
- Designed and implemented a balanced CX scorecard along with service delivery targets from agent, site and network level inhouse and outsourced for 2022
- Created rewards and recognition programs for Top performing team members
- Owned budget planning and billing for outsourced sites
- Designed billing standards to streamline invoicing amongst sites
- Scaled CX vendor sites in EMEA and APAC languages between sites in the Philippines and Armenia
- Implemented cadence on business performance reviews weekly, monthly and quarterly to align service delivery targets with senior stakeholders
- Built a system in JIRA to capture and process customer feedback and deliver to internal stakeholders in product, policy and marketing
- Launched RFP for WFM, QA and Analytics tool
Education
Post Graduate Diploma - Business
THAMES INTERNATIONAL COLLEGE
01.2009 - 01.2010
Bachelor of Science - Business Administration, Informations Systems Management
AMA COMPUTER UNIVERSITY
01.1999 - 01.2002
Affiliations
- Highly articulate and goal driven customer advocate with 15+ years of progressive experience in process, performance and contact center management.
- Energetic, competitive achiever who inspires and motivates team members, successfully manages multiple priorities and performs under pressure in a fast paced and rapidly changing environment.
- Skillful tactician with talent to manage matrixed teams, execute plans, promote communication, provide motivation and extract commitments from team members for the achievement of personal and departmental goals.
- COPC Certified Implementation Leader
Timeline
Regional Lead
04.2022 - Current
Regional Coordinator
Airbnb
10.2019 - 03.2022
Analyst
ATC
06.2017 - 10.2019
Regional Workforce Manager
Nestle Nespresso Singapore Pte Ltd
12.2015 - 05.2017
Collections Analyst
Eon Energy UK
01.2011 - 11.2015
Workforce Account Manager
IBM Business Process
07.2009 - 06.2010
Post Graduate Diploma - Business
THAMES INTERNATIONAL COLLEGE
01.2009 - 01.2010
Scheduling Analyst/POC
Verizon Business
02.2008 - 08.2008
Traffic Analyst
Verizon Business
05.2005 - 02.2008
Global CX Lead
Amber Group
06.2004 - 05.2005
Bachelor of Science - Business Administration, Informations Systems Management
AMA COMPUTER UNIVERSITY
01.1999 - 01.2002
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