GOH SUANSHION
Singapore
Summary
A team player seeking a fulfilling career with opportunities for professional development, growth in personal ability and experience in the fields of both passion and profession.
Overview
7
7
years of professional experience
Work History
REGIONAL LEARNING & QUALITY SPECIALIST (APAC)
Booking.com PTE LTD
01.2024 - Current
- Manage 13 sites across 3 vendors focusing on improving CSAT and Quality score variance
- Act as the first level escalation point for vendors of any Quality, Guidelines and Learning matters
- Drives and manage multiple projects in, improving (High-Value Travelers helpdesk, Tactical Sampling, New Hires Training, VOC/VOB Correlation)
- Manage vendor performances through Quality Framework and Quality Management methodologies (review KMS content, Process, Deep Dives analysis, and Correlation Analysis)
- Identify and provide performance opportunities to Process Excellence for improvement
- Conduct root cause analysis and provide critical data and insights to the leadership team for Escalations and Executive Complaints
- Manage Zendesk and JIRA ticketing system, providing resolution and recommendations to vendors
- Data Analysis & Cross Collaboration
- Crafted and maintained quality data and improvement insights from Tableau, GDS, and Excel
- Collaborate with the Change team on Change impact assessments to manage site conformity
- Assists internal and external teams on complex questions, providing solutions and recommendations
- Design and conduct calibration activities, ensuring alignment and adherence in quality audits
- Improvise process to enhance clarity and efficiency, resulting in a 50% improvement in audit productivity and quality globally
- Manage Zendesk and JIRA ticketing system, providing resolution and recommendations to vendors
- Create and manage comprehensive FAQ Wiki Page on Google Site, reducing incoming questions from Zendesk by 30%.
OPERATIONAL ANALYST SPECIALIST
TikTok PTE LTD
12.2022 - 07.2023
- Optimizing operational procedures, proactively monitoring areas of improvement for SOP
- Manage and championed SOP on quality processes for pre-opening vendors across Asia Pacific (Kuala Lumpur) and European Countries (Turkey, London, Portugal)
- Establishing Key Performance Indicators (KPIs) to track the operational performance of targets (Average Handling Time / Quality Metrics)
- Develop training programs and documentation to ensure QA specialists are equipped with the necessary skills
- Product Development
- Tableau and Power BI to draw conclusions on volatile trends of TikTok Livestream to gather insights and to tackle based on data source
- Developing and designing new programs based on data analysis for the holistic of TikTok Livestream content
- Content Guidelines and Policy
- In-depth collaboration with stakeholders to address challenges and implement continuous content guidelines
- Develop and launch 32 policies based on different regional trends and legal issues (data protection, sensitive content that are abusive to the eco-system)
- Manage Priority Escalation that are key policy issues that are affecting the internet.
GLOBAL QUALITY ASSURANCE SPECIALIST
TikTok PTE LTD
03.2022 - 12.2022
- Ensuring consistent quality standards across TikTok Livestream, promoting quality content to the community
- Ensuring Livestreams follow platform guidelines and local regulations internationally
- Working with various Operational Specialists in meeting their set expectation through detailed time management and skills of prioritization
- Data analysis skills for gathering of global content trends, patterns, and areas of improvement, facilitating informed decision-making and proactive quality management.
ACCOUNT HEALTH SUPPORT SPECIALIST (ENGLISH & MANDARIN)
Amazon Pacific PTE LTD
02.2021 - 03.2022
- Demonstrating professionalism and privacy through written and oral communication
- Exercising situation analysis, critical thinking and problem-solving skills when advising Amazon Clients
- Employing excellent time-management skills, independence, and self-reliance when handling tasks – making full use of departmental resources
- Seamlessly working together in teams and across departments to tackle complex situations for Amazon Clients
- Multi-tasking between tasks effectively whilst maintaining high company standards and results
- Identifying and escalating various operational issues that do not coincide with company practices and guidelines
- Projects
- New Hire Mentorship Program
- Facilitate training for New Hire batches each month
- Guiding and enforcing of company SOP(s)
- Perform 1-on-1 reviews with New Hires and further training for weaker members.
GUEST SERVICE EXECUTIVE
Fairmont Singapore
08.2017 - 02.2021
- Handling and tending to guest complaints; managing guest expectations, understanding, and resolving guest issues whilst maintaining optimal satisfaction
- Assisting the Duty Managers in overseeing daily operations for Front Office, managing overall rooms inventory, duty team management and daily engagements with VIP arrivals
- Grooming of new colleagues and interns in fulfilling Customer Service expectations and company standard
- Rotational Roles
- Rooms Controller
- Forecast and manage room inventory and house count of 769 rooms day in day out; assignment of best suited room for each guest, overall management of all back of house emails and correspondence
- Loyalty Program Administrator
- Identifying and ensuring all hotel member's preferences and requirements are met
- Conducting daily checks on point accrual for members to ensure accuracy
- Airline Coordinator
- Coordination with SATS to ensure smooth arrival and departure experience for crews
- Coordinating accommodation arrangements for crew whilst acting as liaison between crew and their airbase during flight delays/emergencies.
Education
Bachelor's Degree - Business
Singapore University of Social Sciences (SUSS)
01.2017
Diploma - Tourism and Resort Management
Singapore Polytechnic, Business School
01.2014
Secondary -
Serangoon Garden Secondary School
01.2008
PSLE -
Townsville Primary School
01.2008
Skills
- Data analytics by Power Bi / Tableau
- Customer Service
- OPERA Micros
- Phone Operator Skills
- Microsoft Office
Languages
English
Chinese (Mandarin)
Accomplishments Awards
- Achieve results of 95% accuracy rates by introducing revised SOP on external vendors
- Used Microsoft Excel for Ghantt Chart for schedule documentation
- Service Challenges Champion, Ascott International Management
- Handling Concerns and Feedbacks, Shatec Instituttes
- Excellent Service Award (EXSA) Gold - Supervisory (2020)
- National Kindness Award (2019)
- Excellent Service Award (EXSA) Silver - Non Supervisory (2019)
Timeline
REGIONAL LEARNING & QUALITY SPECIALIST (APAC)
Booking.com PTE LTD
01.2024 - Current
OPERATIONAL ANALYST SPECIALIST
TikTok PTE LTD
12.2022 - 07.2023
GLOBAL QUALITY ASSURANCE SPECIALIST
TikTok PTE LTD
03.2022 - 12.2022
ACCOUNT HEALTH SUPPORT SPECIALIST (ENGLISH & MANDARIN)
Amazon Pacific PTE LTD
02.2021 - 03.2022
GUEST SERVICE EXECUTIVE
Fairmont Singapore
08.2017 - 02.2021
Bachelor's Degree - Business
Singapore University of Social Sciences (SUSS)
Diploma - Tourism and Resort Management
Singapore Polytechnic, Business School
Secondary -
Serangoon Garden Secondary School
PSLE -
Townsville Primary School
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