Annie Phan
Summary
Strong leader and problem-solver dedicated to streamlining operations to promote organizational efficiency. Proven track record of building and leading large-scale multinational teams, and developing and implementing successful strategies resulting in quarterly overachieving KPIs. Demonstrated ability to build strong relationships with multiple stakeholders and achieve high customer satisfaction. Possess excellent communication, interpersonal, and problem-solving skills, and a commitment to delivering impactful and sustainable results.
Overview
16
16
years of professional experience
Work History
Operation Manager
TDCX Malaysia SDN BHD
9 2021 - Current
- Operational Excellence : Exceeded KPI targets consistently, achieving a year-over-year increase of +65%.
- Cost Management : Implemented resource optimization strategies leading to 25% cost savings quarter-over-quarter.
- Risk Management : Proactively identified and mitigated Return-to-Office (RTO) risks, achieving a 100% staffing rate.
- Employee Engagement : Developed and executed quarterly engagement activities that significantly improved workplace satisfaction.
Assistant Manager
TDCX Malaysia SDN BHD
01.2020 - 08.2021
- Leadership and Development: Led a team of 12 team leaders and 5 QA, driving a +28% quarterly and +90% yearly increase in target achievement.
- Strategic Planning: Designed a long-term vision and roadmap in collaboration with clients, uncovering new business opportunities.
- Talent Management: Spearheaded hiring and resource allocation, onboarding over 100 new hires remotely and developing a high-performing leadership team.
- Performance Achievement: Created an incentive scheme that led the agency team to rank #1 globally in Google Sales Excellence in Q2 2021.
Team Leader
TDCX Malaysia SDN BHD
01.2019 - 12.2019
- Lead the team of 30 Korean & Vietnamese sellers achieved on a daily, weekly, monthly and quarterly basis
- Identify opportunities for improvement of processes, workflows and systems
- Increase sellers capability by giving lead prospect daily resulted +10% in pitch rate
- Improve +15% win rate by using best practise
- Q/q overachieved 25% of KPIs
- Develop sellers handbook to shorten ramp up duration by 1 month (compare original 3 months)
- Create a team leader handbook for easy onboard new leaders.
Team Lead cum Quality Analyst
SELLBYTEL Services Malaysia Sdn Bhd
08.2015 - 04.2017
- Manage workflow TAT & Quality & productivity targets for respective languages
- Prepare performance report in WBRs, MBRs, QBRs & RCAs
- Coaching agents, overcoming challenges, language resource management
- Handling real time escalation both from the agent and the client, discussion at team level and conducting timely huddles
- Created quality error trending reports to identify errors, process/system flaws, and training needs
- Implement successful 8hrs TAT by generate new review workflow
- Improve BQs in language team by 50% by providing statistical and performance feedback on coaching
- Increase quality score to 100% by re-organising training materials.
Trading Manager
Tuan Hung Oil Co. LTD
08.2010 - 12.2013
- Responsible for all Bunker Trading activities within Vietnam markets
- Maintain & develop business relationships with international clients so as to strengthen relations with local suppliers
- Act as a key liaison between supplier, clients & transportation companies
- Assist in the pre-sales and post-delivery
- Conduct market research to identify market fluctuation
- Strengthen relationships with over 50 international clients through various levels of communication
- Consistently exceeded annual sales targets by an average of 20%.
Media Coordinator
Norfolk Development Group
09.2009 - 07.2010
- Responsible for all activities related to media release such as publicity schedules, media reports and press clippings
- Developed ideas for advertising food promotions; assist in development of promotion for F&B events
- Participated in creative writing and coordinate with designers on marketing events
- Improving brand awareness by increasing 25% free ad presence on prestige magazines & newspapers
- Lowering marketing cost on printed ads by 35% by transitioning to digital partners.
Sales Admin
Natural Rendez-Vous Co. Ltd
08.2008 - 08.2009
- Responsible for sales administration, processes and co-ordination, answer all customers' queries
- Identify new customers and new business, analyze past and present sales and prepare future strategies
- 100% CSAT consistent over 4 quarter
- Implemented new tracking orders, invoices & deliveries that reduce 50% of process time.
Education
Timeline
Assistant Manager
TDCX Malaysia SDN BHD
01.2020 - 08.2021
Team Leader
TDCX Malaysia SDN BHD
01.2019 - 12.2019
Team Lead cum Quality Analyst
SELLBYTEL Services Malaysia Sdn Bhd
08.2015 - 04.2017
Trading Manager
Tuan Hung Oil Co. LTD
08.2010 - 12.2013
Media Coordinator
Norfolk Development Group
09.2009 - 07.2010
Sales Admin
Natural Rendez-Vous Co. Ltd
08.2008 - 08.2009
Operation Manager
TDCX Malaysia SDN BHD
9 2021 - Current
Similar Profiles
Jananee SelvamJananee Selvam
Senior Customer Service Representative at TDCX Malaysia Sdn BhdSenior Customer Service Representative at TDCX Malaysia Sdn Bhd
Jananee SelvamJananee Selvam
Senior Customer Service Executive at TDCX Malaysia Sdn BhdSenior Customer Service Executive at TDCX Malaysia Sdn Bhd
JOHANNA GERALDINE PUIGJOHANNA GERALDINE PUIG
Senior International Operations Specialist at International SOS (Malaysia) Sdn BhdSenior International Operations Specialist at International SOS (Malaysia) Sdn Bhd
Shrutik Pradipbhai PandyaShrutik Pradipbhai Pandya
Operation Manager at Kalyan Jivashray FoundationOperation Manager at Kalyan Jivashray Foundation
MAVIS ZHENGMAVIS ZHENG
Operation Manager at HSBC Electronic Data Processing (Foshan) Co.,LtdOperation Manager at HSBC Electronic Data Processing (Foshan) Co.,Ltd