Cheow Oon Tan

Experience

• 

  Accenture

  Jan 2021 - May 2024

  -Operation's output to client's Legal team which then submits the report to The National Center for Missing & Exploited Children (NCMEC). NCMEC will collaborate with the FBI, CIA,IWF, InterPOL, the Defense Intelligence Agency (DIA),National Security Agency (NSA) as well as the governments worldwide for further actions required.-Oversee day-to-day operations and analyze the effectiveness of various operations, making necessary adjustments to improve operation policies and procedure setting at the senior level to increase productivity and team efficiency.-Manages key internal/external client relationships, ensuring client satisfaction and fulfillment of contractual obligations within the area of responsibility prevent any escalation-Identifies, assesses, and resolves complex business issues, providing and implementing solutions within time and cost constraints.-Leads and manages a team, allocating resources and responsibilities with continuous conduct formal counseling and mentoring the team by optimizing the use of resources to reduce costs efficiency and improve service delivery. -Initiates and promotes continuous improvement programs/ideas across the sphere of influence Show less -Motivate and strategize how the team will meet efficiency, productivity and consistency targets-Ensure the Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).-Perform other requests and tasks to support day to day operations, initiatives/innovations, process improvements and other operational efficiency activities.-Helps facilitate root cause analysis if there are issues/escalations raised and helps establish preventive and solid action planning-Identify improvement opportunities in workflows and suggest solutions. Create a culture of innovation-Execute global roaster management & administrative functions across different sites between all the internal & external stakeholders.-Ensure that Agents/SMEs/QA’s are performing their duties and responsibilities by Conduct regular performance reviews and implement corrective actions or improvement plans as necessary. Show less -Transition client highly sensitive workflow / egregious content to Kuala Lumpur-Working and improving the operations process and helping shape the policy challenges.-Managing 2 high sensitive/top-priority workflows which are working/shared together with clients at the same time.-Manage the team to achieve an operation quality target of 99.9% accuracy as well as balance the team's mental wellness.-One of the unique work which generally operation by a vendor as in general, these kind of work are hired and handled by the client's operation team-Coordinate the exchange of Policy-related information from/with the Client and disseminate across other teams and ensure all the resources provided are available to implement policies-Maintain regular contact and give feedback to Client with regards to Policy-related changes for the successful enforcement of the policies -Spot trends and flag potential issues that may arise from the application of Client's policies and offer suggestions or solutions-Liaise directly with the Client's Policy team to gather/discuss/brainstorm questions and engage with Client to obtain answers-POC for Project Abeona , manage the overall operation for the KUL site(22 Hc) as well as ramp up the team in the Dublin site.-Support high performance and continuous improvement through quality management processes that drive client quality excellence and business performance by reviewing with client on weekly, monthly, quarterly & yearly meeting.-Support the delivery of high performance through quality audits, trend and risk management as interim Team Lead-Assist in the administration and tracking of skill assessment and measurements -Partner with client resources on improvement projects across all lines of business -Collaborate with the training team as needed to develop and improve their ongoing curriculum Show less

  • Operations Manager Trust & Safety

    Dec 2022 - May 2024

  • Project Team Lead

    Jan 2022 - Dec 2022

  • Policy Specialist/Platform Experience Senior QA Analyst

    Jan 2021 - Dec 2021