JESS NANGKAI

• To ensure legal compliance and safety of content uploaded to our platform.
• Ensuring the development, improvement, and maintenance of standards for the security of TikTok communities.
• Improving the content management strategy for short video platforms.
• Coordinating with supervising departments for timely management of content that violates TikTok policies.

• Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
• Mentored and coached team members on QA topics and strategies.
• Organized and maintained work environment to allow for maximum productivity.
• Fixed identified issues to improve workflows.

• Monitor agent's email and chat transactions based on Quality Grid and requirements by the client (Facebook ARVR) on daily basis
• Ensuring each agent follows the Quality Attributes as aligned with the global quality team and providing necessary feedback.
• Using the CSAT tools to measure customer satisfaction levels and generate daily analysis reports based on the findings.
• Organizing daily huddles with each team to deliver important QA updates based on daily transaction monitoring and customer satisfaction surveys.
• Publishing daily Quality Tips/Buzz/Do’s and don’ts through internal email.

• Performs call monitoring by telemarketers and ensures the calls performed adhere to the product and quality set by AIG standards.
• Record evaluations by utilizing department quality monitoring forms.
• Providing reports and analysis to the QA Team Lead and Manager with regular performance feedback on the telemarketers.
• Objectively assess and provide constructive feedback on the quality of call handling skills of Telemarketing Executives according to the preset criteria.

• Hold regular calibration sessions with management, underwriters, and trainers to ensure the information product is well aligned with each team and leads.

• Hold briefing sessions with telemarketers to ensure the quality objectives of the call center and the quality assurance scheme are adequately communicated.

• Assisting buyers and helping to resolve their seller dispute inquiries.
• Reviewing and resolving claims in a timely & accurate manner, using modern technology & online tools.
• Primary point of contact for customers, giving them
predictable, compassionate & timely resolution to their questions and inquiries.
• Closing of claims filed in accordance with PayPal Consumer Protection & Policies.
• Reporting any irregularities in payment (fraud / suspected money laundering activities / illegal item transactions / sanction customers) to the relevant department

• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Built strong relationships with customers through positive attitude and attentive response.
• Managing outbound call for below campaigns
  1. Unicef Malaysia - Pledging for donation
  2. WWF Malaysia - Pledging for donation
  3. Samsung Malaysia - Customer Satisfaction Survey
  4. Perodua - Customer Satisfaction Survey
  Work description / task
  • Managing team in terms of their productivity, performance and appraisal.
  • Ensuring all clients deliverables and target are met.
  • Motivating team members in achieving their daily and monthly target.
  • Involved directly in new staff hiring through walk in interview/job fair.
  • Training the new hire on product and selling skill.
  • Monitoring team member's call quality and ensuring the calls are up to the standard set.
  • Coaching team mates that are not performing, issuance of necessary
  action through memo, PIP and show cause letter.
  • Preparing daily and monthly sales reports to clients.
  • Involved in yearly contract negotiations with existing and potential
  clients.

Quality Analyst for below campaign (telesales)
1. HLA Assurance
2. Prudential Assurance
3. Maybank CPP
Inbound call
1. Tiger Airways - Flight reservation and enquiries.
2. Unicef Malaysia - Donation call
3. WWF Malaysia - Donation call
4. Dell - Customer satisfaction and experience survey
Work description / task
• Auditing daily sales calls by telemarketer and customer service team
• Ensuring agents provide quality service in accordance with the
SOP provided by each client requirements and related regulatory
body
• Developing evaluation programs to enhance each campaign target.
• Working in partnership with the operation and leadership team to ensure both sales and quality go hand in hand.
• Coach and train agents on quality policies and procedures, in a group and individual basis.
• Developing specific quality training processes and forms for each campaign.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Took payment information and other pertinent information such as addresses and phone numbers to place orders.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Inbound customer service for below campaigns
1. FeDex Singapore - logistics
2. Prudential Singapore - claims processing and enquiry
3. Starhub Singapore - Cable television subscription