Renee Albar

Responsibilities

• Effectively managed internal stakeholder escalations, ensuring timely resolutions to over 50 weekly escalated emails and maintaining robust communication strategies.
• Managed escalated fraudulent advertisements, preventing potential harm to users. Collaborated with the cyber team and policy on investigations and ensured rapid response to remove misleading content, such as false COVID-19 cure claims.
• Served as the principal contact for stakeholders in Malaysia, Indonesia, and China, fostering seamless collaboration with cybersecurity and policy departments for unified action against fraudulent ads and for clear policy communication.
• Developed and delivered comprehensive training content, mentoring over 40 new hires in review methodologies and policy adherence, enhancing team competence and policy understanding.
• China POC (Alibaba ADs): As the China Point of Contact for Alibaba Ads, I not only enhanced communication strategies and policy comprehension but also proactively initiated monthly trainings and meetings. These sessions were crucial in identifying and addressing any pain points, fostering a culture of collaboration and continuous improvement, which significantly contributed to resolving key operational challenges and strengthening team performance.

Achievements

• Policy Clarification Initiatives - Directed Project Halo to improve ad approval/rejection accuracy. Implemented process enhancements, including the development of LMS support Wiki page, templates and flowcharts, significantly boosting operational clarity and efficiency.
• Handling High-Stakes Projects - Led critical projects during high-stake periods such as the Brazil elections and geopolitical tensions between Ukraine and Russia. Ensured stringent policy adherence in sensitive ad auditing operations, upholding platform integrity.
• Quantifiable Impacts - Achieved a 20% reduction in sales department escalations through strategic training and targeted communication efforts, demonstrating a significant impact on departmental efficiency and stakeholder satisfaction.
• Training and Development - Pioneered comprehensive training initiatives and developed user-friendly FAQs and clear flowcharts based on user feedback and escalation data, markedly improving user understanding and support.
• Innovative Contributions - Played a pivotal role in refining machine learning models through OCR collaboration with the Engineering team, enhancing system accuracy and user experience.

Responsibilities

• Rigorously conducted daily reviews of global sensitive content, ensuring strict adherence to policy guidelines and maintaining content integrity.
• Efficiently resolved and managed escalated issues, including account takeover, identity theft, service violations, and spam, ensuring user security and platform trust.
• Collaborated closely with the Engineering team in investigating fraudulent posts, contributing to the safeguarding of platform integrity.
• Served as the primary point of contact for stakeholders in Malaysia and Indonesia, facilitating effective communication and relationship management.

Achievements

• Contributed significantly to talent development by designing and delivering comprehensive training materials, playing a key role in the orientation and skill-building of new hires.
• Successfully collaborated with the Engineering team to audit and mitigate fraudulent posts, leading to the identification and removal of a substantial number of fraudulent accounts and activities. My analysis was instrumental in developing new machine learning codes to enhance platform security.
• Played a crucial role during major events in China, ensuring stringent policy compliance while reviewing related posts, thus maintaining content integrity during sensitive times.
• Instrumental in the role of Welfare Officer, spearheading initiatives to enhance employee wellbeing and team morale, resulting in a more engaged and productive workplace environment.

Responsibilities

• Conducted thorough investigations into violations of LinkedIn’s Policy and User Agreement, focusing on identifying and mitigating fake accounts and unauthorized account takeovers.
• Developed and led training programs for new specialists, mentoring them in the identification and due diligence processes for Policy and User Agreement violations.
• Collaborated effectively with departments such as Payments Abuse, Sales, and Legal to swiftly resolve time-sensitive investigations and cases of fraudulent payments.
• Fostered collaboration with departments like Payments Abuse and Legal to resolve time-sensitive investigations and fraudulent payments cases.
• Conducted regular Quality Assurance assessments to align team product knowledge and ensure high service quality standards. Collaborated with the APAC team for regular catch-ups to identify and implement strategies for improving service quality.

Achievements

• Pioneered the development of a standardized decision tree for APAC, and crafted tailored satisfaction workflows for China's ICP team, streamlining operations and enhancing regional service efficiency.
• Led the successful execution of key corporate events, including the Customer Experience Week, Company Year End Event, and the Singapore Global Team GCO Brownbag Session, contributing to enhanced team cohesion and corporate culture.
• Led successful Quality Assurance initiatives, significantly enhancing team product knowledge and service standards. Instrumental in fostering collaboration with the APAC team, resulting in notable improvements in service quality and customer satisfaction.
• Awarded for innovating the Phishing Report workflow process, significantly improving user experience and security, and recognized in a company-wide competition for this contribution.
• Collaborated with management to design and execute a team motivation assessment exercise, including the creation and analysis of surveys. This initiative successfully captured valuable feedback, fostering enhanced team cohesion and engagement, and significantly improved working relationships across the board.
• Successfully led the coordination of the company's year-end party, showcasing exceptional collaborative skills with diverse teams and vendors, resulting in a highly successful event praised company-wide.
• Recognized for outstanding collaboration and team-building abilities, I was appointed as the team's Welfare Manager, a role in which I have continued to foster positive team dynamics and enhance workplace morale.

Responsibilities

• Provided dedicated support to Small Business Owners and Accountants using Intuit products, focusing on identifying and alleviating user friction points to enhance product experience.
• Efficiently addressed customer inquiries and resolved complaints, playing a key role in building trust and elevating customer satisfaction levels.
• Expertly managed a ticketing system to effectively track and prioritize customer requests, ensuring timely and accurate responses to urgent needs.
• Consistently met and exceeded monthly Key Performance Indicators, handling over 300 tickets, demonstrating exceptional efficiency and dedication to customer service.

Achievements

• Successfully developed and implemented a comprehensive webinar program for customer service, including the creation of specialized templates and processes that contributed to consistently meeting and exceeding monthly KPIs.
• Recognized for outstanding customer satisfaction in Q3 2013, and received the 'Voice of Customers' award in July 2014 for exceptional service and client engagement.
• Pioneered an Award Recognition Program aimed at motivating and supporting the Customer Service team, fostering a culture of excellence and acknowledgment within the department.

Responsibilities

• Achieved and surpassed key performance indicators, maintaining a 98% call quality rating and consistently meeting a monthly target of 100 sales/renewal closures.
• Delivered exceptional client service, contributing to sustained relationships and fostering future business opportunities.
• Conducted detailed analyses of problem areas, offering strategic recommendations and solutions to improve operational efficiency.
• Monitored and enhanced call quality of team members, and provided comprehensive training to new consultants on company processes.
• Engaged in active liaison with customers, management, and the sales team to understand customer needs comprehensively and develop tailored solutions.

Achievements

• Successfully spearheaded a team initiative to analyze and reverse a downturn in sales conversions, integrating market research and morale-boosting activities such as appreciation events and competitions. This strategic approach led to the resolution of underlying sales issues, a significant improvement in team morale, and a noticeable increase in sales performance.
• Recognized and appointed as the team's Welfare Officer, I actively fostered a supportive and positive work environment, leading initiatives focused on employee well-being and morale. This role involved coordinating welfare activities, addressing team concerns, and contributing to a significant improvement in overall team satisfaction and productivity.