Dawn Chan

Experience

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  Manulife Asset Management Services Berhad (merged with MAAKL Mutual wef 1/9/14)

  Sept 2014 - Aug 2016

  Assistant Customer Service Manager

  • Promptly respond to customer enquiries in person or via phone, email, and mail.• Ensure CS daily operation meet the Service Charter.• Kept records of customer interactions, converted to statistic and management reporting.• Adhere strictly to company policies and procedure and local authorities’ guidelines• Customer Retention program/ Engagement activities

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  Manulife Asset Management Services Berhad

  Jan 2016 - Sept 2018

  Manager of Customer Service

  • Supervise daily operation• Leads, guide, and trains CS team.• Resources allocation• Created and review Standard Operating Procedures on ad-hoc/annual basis.• Involves in system enhancement projects, customer retention program and Business Continuity Planning (BCP)• Prepare detailed reporting/statistic to the senior management

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  Manulife Investment Management

  Sept 2018 - Oct 2022

  Senior Customer Service Manager

  • To build a diverse and inclusive workplace for the team members. Inclusion in a workplace is essential for talent retention and development. • Ensure Call Centre metrics SLA achieves 80% and above and manages abandoned call rate within 5%. To perform regular reviews and execute action plans to achieve better user experience. • Ensure all transactional requests are captured, zero error and process within 24 hours.• To build a company-wide customer-centric culture via NPS (Net Promoter System). Deep dive into NPS and share actionable insights to stakeholders to enable continuous improvements towards elevated Customer Experience. • Continuous enhancement in Customers Retention Program.• Proven proficiencies in time management, staff training, mentoring, staff engagement and promoting teamwork• Involves in digital transformation projects, i.e. system migration and set up new online platform. Involves from business requirement, UAT till end-to-end testing.• Ensure team adhere strictly to company policies and SOP; involves in internal and external audit; Compliance reporting and complaint handling. Show less

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  ByteDance

  Nov 2022 - now

  Community Users Operation Team Lead

  1. To achieve operational excellence through data metrics• Utilizing scoreboard to monitor team members’ overall performance.• To highlight and educate on the top recurring errors and monitoring recurrence rate of highlighted errors. • To identify team members’ gaps, tailors coaching plan to improve team members’ skillsets. • Collaborate with regional team leads and the User Insights team to optimize resource allocation.• Implements Backlog Management to improve the latency of backlog tickets.• Low Performers management.• To monitor and ensure team member achieve target quality score.2. Team engagement and recognition• I laid down the backbone of the team building plan.• Instilling shoutouts for 100% quality score performers.• 3 team members were nominated and shortlisted for the Spot Bonus Award. • Frequent 121 to understand agents' pain points and work together to find solutions.• Sharing management updates, performance highlights in monthly meeting.3. Learning and Development• Encourage and ensure team members’ participate L&D program.• Ensure every agent attains all skills required, enabling each team member to multi-tasking across all skillsets in line with business contingency plans.• Ensure all agents attended new/updated SOPs Training / Refresher for each updated SOPs.4. Improving Employee Engagement and Balanced Work Environment• Custom made mental health and wellbeing courses for the team members• Team outing to maintain a healthy and engaging environment5. Other projects • Improved FCR and ART: Collaboration with User Insights, Data Analyst and regional Team Leads optimization implementation, increasing the percentage of FCR and reducing the ART for Safety Support tickets by 10%.• A proposal was created for "Manage spam tickets" and submitted to RD team. Few ideas were accepted and implemented• Initiated a project with cross team members, focus on enhancing GSS workflow and tooling. Show less