Tan Lok Wen

Team Management:

• Provide strategic direction and leadership to support center, guiding the team towards achieving goals and company direction.
• Oversee the recruitment, training and performance management of support center, ensuring that employees have the necessary skills and resources to excel in their roles.
• Maintain high-level of technical expertise in relevant areas, providing support to team members as needed and staying updated with industry trends and best practices.
• Identify and resolve issues and challenges, leveraging the expertise of the team and implementing effective solutions to drive continuous improvement.
• To optimize team productivity an effectiveness, ensuring the teams remain agile in handling various tasks.
• Manage support center budgets ensuring that personnel and non-personnel cost are allocated effectively and within planned budget.
• Foster collaboration and communication between teams and departments ensuring alignment with overall objectives, priorities, and goals.
• Build and maintain relationships with key stakeholders including customers, vendors and internal stakeholders to ensure alignment and support for team’s initiatives.
• Ensure compliance with relevant regulatory requirements, industry standards and internal policies within support center.

Digital Transformation

• Promote and champion a culture of innovation within support center, encouraging team members to explore new technologies and approaches to drive business growth and competitive advantages.
• By using DX / innovation to turn support center into a hub of insights which collect, analyze and share with stakeholders to implement or improve the feedback from customers effectively.
• Increase support center efficiency and productivity through DX.
• Continuously evaluate and improve support center processes and procedures to enhance efficiency.

Projects Handling

• Coordinate and manage projects from start to completion, ensuring that they are delivered on time, within budget, required standards and meeting the agreed target.
• All necessary stakeholders are identified, engaged and consulted effectively.
• To ensure support activities contribute to company’s growth.

Customer Experience

• To established quality assurance measures to monitor and evaluate customer interactions ensuring that service standards are consistently met.
• Feedback from quality assessment s used to identify areas for improvement.
• Serve as OpCos consultants, providing insights into customer inquiries, trends, and areas for improvement to consistently achieve exceptional customer experiences.

• Standardize processes across all OpCos during remote technical support operation transition.
• Study and analyze OpCos' tasks (Service Workscontroller, Electronic Partnership Broadband) that can be support in FBAP technical support centre.
• Lead, mentor and manage a team of remote technical support to deliver high quality service.
• Conduct regular performance reviews, set goals and create development plan for team members.
• Foster a positive, customer focused culture within the team and enhance motivation and engagement.
• Manage team scheduling and resource allocation to ensure optimal coverage and efficiency.
• Build and maintain strong relationships with stakeholder or OpCos.
• Ensure customer feedback and data is captured to provide customer behaviors, trends and satisfaction. Utilized these feedback and data to improve services and process.
• Monitor and ensure compliance with SLAs, KPIs and quality standards across all support interactions.
• Prepare and present performance report to OpCos and management, identify trends and areas for improvement.
• Implement and refine support processes, workflows and remote tools to improve service delivery.

• Workforce management and manage daily operations of the team including incident management and escalations.
• Produced detailed reports outlining performance against benchmarks.
• Enhance processes to improve efficiency, reduce resolution time and enhance customer satisfaction.
• Collected, arranged and input information into knowledge base.
• Analyse support centre performance data to identify trends, challenges and opportunities for improvement.
• Assist in recruiting, onboarding, and training new hire agents.
• Monitor and ensure compliance with SLAs, KPIs and other performance metrics.
• Monitor customer feedback and drive initiatives to improve overall customer experience.
• Coordinate with other teams or departments to address systemic issues and improve service delivery.

• Lead and mentor the support team to ensure high quality performance and adherence to service standards.
• Analysis on agent’s adherence
• Provide end to end training to new hired agents.
• Handling complains from customer and account managers.
• Scheduling on plan shrinkage
• Handling Inbound and outbound interaction.

• Handling Inbound and outbound interaction.
• Handling admin task such as email, orders ordering, online support etc.
• Educate customers on product and service details and information.
• Maintained customer satisfaction rate.

• Handling Inbound and outbound interaction.
• Handling admin task such as onsite assignment, handling onsite case closure and reports.
• Educate customers on product and service details and information.
• Maintained customer satisfaction rate

• Handling Inbound and outbound interaction.
• Handling admin task such as billing dispute, promotion etc.
• Educate customers on product and service details and information.
• Maintained customer satisfaction rate