ANGELYNE KOK SWEE YIN

• Improved customer satisfaction scores by 15% through the implementation of targeted coaching, feedback sessions, and process optimization initiatives.
• Ensured 100% compliance with industry regulations and company policies by conducting regular audits, updating protocols, and delivering tailored training programs.
• Spearheaded quality monitoring programs, identifying performance gaps and developing training modules that improved agent performance by 20% and reduced error rates by 25%.
• Analyzed performance metrics to identify trends and opportunities for improvement, driving continuous optimization of QA processes.
• Collaborated with cross-functional teams to design and implement quality assurance frameworks, ensuring alignment with organizational goals and customer expectations.
• Delivered comprehensive training sessions to customer service teams, enhancing their skills and knowledge to meet quality standards consistently.
• Conducted regular audits to ensure adherence to industry standards and internal policies, maintaining a high level of compliance throughout the organization.

Achievements

• Increase customer satisfaction (CSAT) by 12% through the implementation of proactive quality assurance measures.
• Improved overall agent quality support scores by 20% through consistent monitoring, coaching, and the implementation of refined scoring attributes.
• Conducted regular calibration sessions with team leads to ensure consistency and fairness in quality evaluations.
• Provided tailored coaching sessions to agents, resulting in a 15% reduction in errors and a 10% increase in first-call resolution rates.
• Achieved 100% compliance rate through effectively helping with daily compliance audit and monitoring.

Technical Skills

Quality Assurance Tools: Verint, SRT, iQMS

Data Analysis: Excel, Tableau

Communication Tools: Microsoft Teams, Webex

• Delivered tenure marketing support for the Hong Kong market, leveraging deep familiarity with local culture, communication styles, and business practices to build strong advertiser relationships and drive campaign success.
• Supported multiple markets, including Taiwan, China, Malaysia, and Singapore, by creating localized advertising strategies in native languages, ensuring cultural relevance and maximizing engagement.
• Utilized advanced Facebook marketing and advertising expertise to advise advertisers on campaign optimization, resolve performance issues, and connect them with second-level marketing experts for enhanced results.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Addressed customer inquiries to ensure satisfaction and foster positive service experience.
• Consistently achieved weekly and monthly conversion targets, contributing to a 30% increase in sales revenue for appointed clients.

Roles & Responsibilities

• Acted as a confident and professional representative of Facebook, maintaining up-to-date product knowledge and delivering tailored pitches based on thorough research of advertiser business backgrounds and advertising histories.
• Identified advertiser challenges and pain points, providing strategic advice and solutions using Facebook/Instagram advertising to align with their campaign objectives and marketing goals.
• Reviewed and optimized Facebook campaigns to improve ad performance, while collecting customer feedback to address concerns and support business success on the platform.

Key Accomplishments

• Consistently achieved weekly and monthly conversion targets, contributing to a 30% increase in sales revenue for appointed clients.
• Successfully supported multiple markets, including Hong Kong, Taiwan, and Malaysia, driving measurable results through localized and culturally relevant advertising strategies.
• Enhanced advertiser satisfaction and campaign performance by providing actionable insights, optimizing ad strategies, and connecting advertisers with advanced marketing resources.

• Planned and executed yearly campaigns, festivals, and promotional activities, ensuring alignment with brand objectives and market trends to drive engagement and sales.
• Oversaw all promotional efforts, sales data, and customer feedback for both online and offline channels, utilizing insights to refine marketing strategies and improve ROI.
• Created consistent and compelling content across social media platforms, including writing and editing posts, boosting customer engagement, and promoting campaigns to increase brand visibility.

Roles & Responsibilities

• Designed and implemented annual marketing campaigns and promotions, ensuring seamless execution and measurable results.
• Developed engaging social media content, monitored performance metrics, and adjusted strategies to enhance audience interaction and brand loyalty.
• Conducted competitor analysis to identify market trends, benchmark performance, and uncover opportunities for differentiation.
• Promoted in-house products to related industries (B2B), fostering partnerships and driving revenue growth.

Key Accomplishments

• Increased social media engagement and interaction rates by 25% through targeted content creation and campaign optimization.
• Delivered comprehensive reports on customer data and campaign performance, enabling data-driven decisions and improved marketing strategies.
• Successfully promoted in-house products to B2B clients, resulting in a 15% increase in sales within the target industry.

• Designed and managed all aspects of digital marketing projects, including marketing databases, email campaigns, and display advertising, ensuring seamless execution and measurable results.
• Collaborated with advertising and media experts to optimize marketing strategies, improve campaign performance, and achieve business objectives.
• Identified emerging trends and technologies in the industry, leveraging insights to stay ahead of competitors and drive innovation in marketing and operations.

• Expertise in Video on Demand (VOD) content acquisition, commissioning, processing, publishing, and metadata curation, driving customer usage (downloads/MAU) through strategic marketing and content optimization.
• Recognized for exceptional contributions to department productivity by improving workflows, implementing automated software, and reducing manpower requirements.
• Strong leadership and project management skills, with a proven ability to solve problems, manage vendors, and deliver results in high-pressure environments.

Key Accomplishments

• Increased viewer download rates on Astro GO from 3 million to 42 million within one year by planning, liaising with stakeholders, and ensuring timely content delivery.
• Successfully managed high-volume content publishing during peak seasons (e.g., Christmas), exceeding agreed-upon titles by 2-3 times while meeting strict deadlines.
• Improved operational efficiency by introducing automated workflows and reducing manual processes, resulting in significant cost savings and faster turnaround times.

Roles & Responsibilities

• Coordinated end-to-end VOD operations, including content acquisition, processing, publishing, and metadata management, ensuring alignment with marketing strategies to maximize customer engagement.
• Collaborated with vendors and suppliers to secure high-quality content, negotiating contracts and ensuring timely delivery.
• Conducted User Acceptance Testing (UAT) for new systems and software, providing training to ensure seamless adoption and functionality.
• Acted as a trainer for internal teams, equipping them with the skills and knowledge to optimize VOD operations and workflows.

Technical Competencies

• Censorship Knowledge: MCMC, Astro, JAKIM
• Video Editing Software: GVG, EVS
• Publishing Software: AMS, ForeTV, Imediaflex
• UAT Testing & Training
• Project Management: Vendor and Supplier Coordination

• Expertise in Malaysia Media Censorship Act and media content management for online and offline international channels, ensuring compliance with social, governmental, and contractual standards.
• Shouldered significant responsibility to identify and eradicate contentious elements (audio, video, and technical impairments) from transmissions, maintaining high-quality broadcast integrity.
• Played a key role in administering channel presentation, ensuring alignment with regulatory requirements and channel contracts.

Responsibilities

• Reviewed content for appropriateness, ensuring adherence to censorship guidelines and regulatory standards.
• Resolved content-related issues, including reviewing videos, addressing complaints, and responding to legal notices.
• Made independent decisions to address changing situations, ensuring timely and compliant content delivery.