Eileen Tay

• Studied job descriptions and qualifications to determine requirements.
• Wrote and posted technical job descriptions on Job boards such as LinkedIn, MyCareersFuture
• Pre-screened resumes, conducted phone interviews to assess candidate's relevant knowledge, skills, experience and aptitudes prior to sending to clients for consideration.
• Coordinated schedules to arrange for interviews between client and candidates
• Conducted reference checks, background screening and other pre-employment checks to verify information on candidate's resume upon successful placement
• Involved in Recruitment Process Outsourcing (RPO) projects for:

> Samsung C&T (Civil Engineering and Construction)

> Rational Singapore (Commercial kitchen solutions for thermal food preparations)

> Markem-Imaje (Product identification, packaging intelligence)

• Analyse current processes and identify opportunities for improvement
• In-depth knowledge of Booking’s business model and internal organization structure and business priorities
• Conducting regular 1 to 1 sessions with team members
• Responsible for ensuring that the team hits monthly team and individual KPIs eg
• Current Collection, % received cash, aging buckets
• Ensure adherence and compliances to company policies and applicable governmental regulations
• Liaise with stakeholders across the business to create successful roll outs, (implemented Payments by Booking.com for Philippines market.) Formulate strategies and directions for the team from analyzing past data, identifying trends and keeping up with shifts in market movement.

• Ensure employee happiness by creating team connection, communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth
• Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings
• Act as primary owner of team workflows (how customer issues are routed and resolved); have a working knowledge of all workflows and train and coach employees to ensure workflows are followed
• Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally
• Understand the top user issues and make recommendations to improve Airbnb products and policies; support team in being the voice of the customer to the rest of the company
• Stay connected to the customer by spending at least one hour/week working on tickets and handling occasional escalated issues
• Drive team to meet and exceed metrics expectations; understand how to leverage the team to improve outcomes and take action to meet goals.

• Involved in UAT team and launch of new next generation platform, including subsequent system enhancements and deployments
• Provide information and assistance with development requirements and bugs for UAT testing for next generation platform
• Identify development needs of staff
• Involved in hiring and selection of new starters
• Train Client Services Executives to follow department procedures and processes
• Identify group and individual training requirements and deliver against skill gaps
• Monitor and report individual and department performance against agreed service levels
• Resolve escalated, high level complaints from clients
• Provide guidance, coaching and advice to Client Services Executives to resolve escalated issues
• Ensure the department is supervised on a daily basis including: organizing sufficient staffing and highlighting any performance issues
• Create and analyze daily, monthly and ad hoc reports for the Management Team
• Identify future team improvements/ needs to be implemented.

• Provides first call resolution for all calls within my empowerment
• Handles all enquiry related to Banking, Credit Cards, Auto Loan, Housing Loan through telephone, email and mail
• Maximizing inbound sales through cross selling
• Exceeding predefined SLAs & KPI requirements.

• Meeting up with clients, arranging test drives and answering their enquiry
• Coordinating the registration and delivery of vehicles ensuring that the process goes on smoothly
• Telemarketing for new and potential corporate clients.