Mervin Teoh

- managing 15 global content quality analysts across the Great Britain, Philippines, Korea, Thailand & MENA markets along with 2 SMEs
- planning and structuring of QA team in continuously supporting project uptakes
- ensures government of moderation accuracy across key projects from the various BPO sites through TTT & weekly calibrations
- project management through liaising with different internal stakeholders such as model solution, large language model, decision assurance, etc, to be supported by the QAs
- team performance management & coaching
- collaborate with vendor managers in ensuring seamless operations from the BPO teams; involvement in WBR, QBR and so forth to drive performance

Dual role of managing quality for one of the top three global luxury companies across three LOBs as well as the POC in overseeing and driving the coaching performance of all projects across 18 countries within TDCX - involved in Performance Management under the GCOO (Group Chief Operating Officer) office.

- Dual role of managing QA and coaching

- Oversee QA with 1 reporting quality analyst for a luxury project with 3 maisons

- Global coaching POC for all projects across 18 countries

- Functioning as the ops manager - oversee and direct the entire operation of the luxury project to meet KPIs (PUR, AHT, SLA, volume, sales and so forth) across 4 lines of business; won the Gold Award for Best Outsourced Contact Centre (above 100 seats) at the Contact Centre Association of Singapore (CCAS) event

- Single-handedly managed a team of 18 advisors of various nationalities (Korea, Singapore, Hong Kong, Australia, Malaysia, and Thailand) without any team lead - delivered trust to team members for them to open up & resolved several ongoing internal issues which surfaced previously

- Performance management across team members and regularly engaged with team in ensuring high level of motivation

- Covering 7 luxury brands across 9 markets (Australia, New Zealand, Malaysia, Singapore, Hong Kong, Macao, Taiwan, Korea, and Thailand)

- Participate in meetings with 7 different brand stakeholders; lead and support the UAT sessions to ensure successful store redirections to the customer service line - collaborated with IT team to successfully establish 11 store redirections across AU, NZ, TH, SG and MY markets

- Handling of complex escalated issues with good research skills and attention to details to manage upset customers' expectations, particularly for delayed delivery and repair cases

- Uphold quality interactions through regular transactional survey monitoring and continuous coaching of team members on optimal approaches - improved email and chat response rate by ~2% and sales by ~25% over 3 months and maintaining thereafter

- Ad hoc issues management (Odigo telephony system, Salesforce, Powerfront chats, and other CRM) - extracting samples to be shared, conducting root cause analysis and work closely with internal, external and HQ team for resolution

- Led MBR, QBR and ABR - provided insights on highlights and lowlights along with relevant action plans

- Spearheading the dynamic quality monitoring/management QM program with another colleague from Serbia to drive quality through audits across 9 customer segments and more newly acquired ones

- Communicating with global team in meetings regarding the rollout of the QM program whenever Clarivate acquires a new product

- Collaborated with cross-functional partners (L&D and Business Analyst) to establish the global QM program in terms of the metrics, definition, and scoring and presented to internal stakeholders for approval

- Continuous improvement for the QM program and sharing of the updates to the managers and agents

- Walking through newly acquired products and team members for the QM program as well as adjusting to the nuances across different customer segments

- Leading the calibration sessions with managers biweekly and monthly with Leadership team for alignment and continuous improvement within

- Conducting daily audits and distribution of the audit cases to the product managers in identification of gaps and sharing of constructive feedbacks to drive customer delights

- Participation in monthly meetings with internal stakeholders across 9 customer segments whenever QM insights is necessary

- managing a team of 12 agents by driving performance in line with CSAT & CPH goals
- performs daily, weekly & monthly data analysis as well as report formulation to track team’s performance
- partakes in weekly internal support meeting for in depth brainstorming on team’s highlight & lowlight
- conducts daily coaching session to drive individual and team progression via remedy of errors, along with sharing of best practices that’s catered to the individual personality of the agents
- manages team schedule, leave application approval & allowance/incentives to best suit operational needs

-knowledge based training for new hires or when deemed necessary on refresher training for one of the biggest global online travel agency
-performs auditing and documentation of gaps within processes for continuous improvement within 3 lines of business (LOB); calls, emails and chats
-providing feedback coaching for agents to improve service level

-understanding the automotive business dynamics and parts to drive sales from existing and new customers
-manages part accounts and finance
-attending to customer needs
-stock counts and forecasting to ensure continuous supply to prevent OOS (out of stock)
-ensuring the overall employee performance, guiding/training new joiners with regards to their tasks and motivating when deemed necessary
-familiar with the usage of SQL

-servicing paeds in General Hospital/private hospital/clinics to secure their confidence in the range of infant formula catered by the company
-in depth understanding of clinical studies to be relayed to doctors as well as clearing their doubts and queries