Jay L.

Experience

• 

  PayPal

  Apr 2011 - Mar 2016

  - Sit as a member of the APAC Customer Support leadership team.- Responsible for APAC level attainment of Customer Support key KPIs; services levels, efficiency (AHT), contact volume, customer loyalty (NPS) and other operational measures.- Provide functional leadership to the Customer Support team – (direct reports 20).- Lead employee engagement; communicate key business information and business metrics to the Customer Support team on a regular basis (Townhalls, One to One, etc). - Ensure teams are in compliance with all policies and operational procedures and that deficiencies are rectified.- Ensure organization has the appropriate tools and competencies to perform effectively and efficiently.- Review, communicate and coach to daily performance, quality, behavior and attendance standards at the individual and team level. Utilize formal correction action procedures as required. - Conduct periodic and step level reviews with the wider team on PDP coaching and OTR process. Show less - Answer phone calls, emails, and tickets from Customer Support teammates and work to resolve their queries in real time or work with the most relevant PayPal department so it can be dealt with appropriately. - Handling escalation calls for Customer Support line and Limitation/Appeal line. - Proactively recommend and educate the customer about features and benefits of PayPal products in order to improve their satisfaction and deepen their relationship with PayPal. - Assist Customer Support team to deliver on metrics for example; phone handled time, customer experience (NPS), proactive product offer, etc. - Provide consistent feedback regarding overall customer satisfaction (NPS), tools and processes. - Provide leadership, guidance and assistance to peer employees. Show less

  • Supervisor, APAC Customer Support

    Oct 2013 - Mar 2016

  • Team Support Leader, APAC Customer Support

    Apr 2011 - Sept 2013
• 

  TDCX

  May 2016 - now

  Responsibilities:* Work cross-functionally to drive and deliver scalable solutions for community client* Use data to spot opportunities and deliver insights to improve performance* Proactively analyze and communicate metrics and vertical trends as they relate to the ecosystem* Develop an understanding of Community Operations goals and help determine ways to track progress* Manage the implementation and optimization of internal trainings and workshops* Align with product and operations teams to act as an expert on Social Media platform* Offer high-touch solutions based on familiarity with product launch status and bugs* Liaise with Community Leaders and other internal stakeholders to ensure users have the best possible experience on the platform* Proactively advocate for client and push issues toward resolution Show less Responsibilities:* Manage, grow and guide a team to build and execute the digital marketing and media strategy to drive brand lift amongst small and medium businesses on Social media marketing platforms* Create a strong culture centered on impact, transparency, individual and business growth, and funBuild and manage strong and effective relationships not just the project but organization as a whole* Manage and drive results like RR, CSAT, Efficiency etc* Ruthlessly prioritize across initiatives and stakeholders to ensure that team is delivering the most impact results* Communicate effectively to all levels of the organization* Generate break-through insights, capabilities, thought leadership that drive significant response improvement* Last but not least is to create healthy, happy and work life balance environment by conducting consistent engagement activities within the project Show less 16th International Contact Centre Awards 2016===============================* BEST Outsourced Programme/Section Contact Centre = GOLD* Customer Experience Mystery Calling Award = GOLDNespresso project gave me the unique opportunity to gain initial work experience. In the B2C & B2B department, the work involves dealing with various tasks, which means I have to be a true team player and multi-tasker. But I soon get used to it and over time I'm fully trained to do my work even better by attending courses within the organisation and those provided by our client.Within my team I can count on the necessary will to achieve goals. A transparent, thoughtful way of working ultimately leads to appropriate remuneration with extra benefits. What I particularly enjoy is providing guidance and support my team to advise professional customers in a relaxed, personal way. Working out a tailor-made solution and then received numerous of compliment motivates my team even more to work out a customer-oriented solution and empowerment to go extra miles. - Responsible for Hong Kong/Macau/Thailand - Covering end to end customer management from servicing, relationship management, customer commercial related activities (new products selling, cross selling, upselling…etc.)- Ensuring delivery of good customer service (measured by NPS) while ensuring delivery of sales target.- Maintaining good relationship with both internal and external parties. Show less

  • Team Lead Community Operations | Trust & Safety

    Jul 2018 - now

  • Team Lead - Social Media Platforms

    Aug 2017 - Jul 2018

  • Team Lead - Nespresso Project (16th CCAS DOUBLE GOLD AWARDS)

    May 2016 - Jul 2017