Elayne Choy
Senior Operations Executive
Petaling Jaya,Selangor
Summary
Experienced and enthusiastic Senior Operations Executive eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Posses extension involvement in various process improvements and product launch projects. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements with Lean Six Sigma GreenBelt exam completed.
Overview
3
3
Languages
2
2
years of post-secondary education
15
15
years of professional experience
Work History
Senior Operations Executive
StoreHub
Petaling Jaya, Selangor
01.2018 - 01.2021
- Been in Operations team for 3 years handling and managing various projects from creating processes for new product launch to phase out. My last project was overseeing the process of converting current merchants into Beep Delivery service as well as the onboarding process.
- Performed root cause analysis in deficient areas to identify and resolve central issues. On top of Beep Delivery, I helped identify root causes of overdue payments from 1000 invoices and suggested rectification plans for each root cause.
- Developed and initiated various projects with minimal supervision, including managing costs, schedule and track project performance.
- I identified plans and resources required to meet project goals and objectives by setting realistic timelines and checkpoints.
- Create and maintain comprehensive project documentation.
- Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
- Achieved project deadlines by coordinating with internal departments and third party vendors.
- Developed executive presentations and reports to facilitate project evaluation and process improvement.
- Reduced expenditures by effectively negotiating vendor and service contracts to drive savings.
- Handling process improvements for Customer Care and Customer Success team.
- Arranged for and rolled out Customer Experience-related projects and programs that supported company's vision.
- Created and implemented strategies for improving operational efficiency and accuracy.
- Reviewed and assessed ongoing operations, developing initiatives for continuous process improvement.
- Overseeing customer experience related initiatives such as onboarding process, welcome kit, unboxing experience and NPS score.
Customer Care Representative
StoreHub
Petaling Jaya, Selangor
03.2017 - 12.2017
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Have excellent track record of 96% Customer satisfaction ratings by solving problems promptly and to customer expectations.
- Coordinated timely responses to customers and resolved complex issues.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Assisted Customer Service Manager in developing internal processes and SOP.
- Reduced process inconsistencies and effectively trained team members on best practices.
- Acted as training subject matter expert in ChargeBee, Zendesk, Xero, Intercom and company's product.
- Assessed skill gaps for Care team and developed trainings to meet identified need.
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
VIP Ambassador Shift Leader
Star Cruises
Tsim Sha Tsui, Hong Kong
03.2015 - 08.2016
- Supported VIP guests satisfaction and loyalty through prompt customer service and superior arrangement for their stay.
- Counted cash and casino chips to accurately reconcile transaction reports.
- Verified over $500K of cash and credit payments daily.
- Completed casino cage transactions, including redeeming or purchasing chips on behalf of VIP customers.
- Complied with casino policies and protocols to maintain transaction accuracy, efficiency and security.
- Oversaw casino floor activity to foster efficient service and maintain guest safety.
- Developed team communications and information for VIP guest meetings.
- Supervised work quality and protocol adherence of team of 15 members.
Online Marketer
Self Employed
Georgetown, Penang
01.2013 - 09.2017
- Created and managed landing pages for products.
- Collected and analyzed data to improve strategies.
- Built, implemented and updated effective SEO strategies.
- Helped clients develop website portals and social media pages to promote businesses.
- Developed paid client ads for use on diverse social media platforms, achieving average of 1000 visits per ad.
Senior Distributor Service Representative
Nu Skin Malaysia
Georgetown, Penang
03.2007 - 09.2012
- Learned and maintained in-depth understanding of over 200 products and service information to offer knowledgeable and educated responses to diverse customer questions.
- Engaged clients in person and over phone to answer questions and address complaints.
- Processed, scheduled and executed over 100 orders per day.
Education
Diploma - Business Studies, Penang
DISTED College
01.2005 - 03.2007
Skills
Project Management
undefinedAccomplishments
Prohibited Items List and Store Banning Process:
Oct 2020 - Dec 2020
- Make sure merchants adhere to the country's online selling law for prohibited items such as cigarette and alcohol in conjunction with the launch of Beep Delivery initiatives.
- Developed internal processes to ban merchant's who violates the terms and conditions.
Phasing out Online Trainings:
Aug 2020 - Nov 2020
- Developed plans and processes to phase out online trainings to ensure minimal impact on merchants' onboarding process.
- Successful phase out with 0 complaints
Key Accounts Management:
Aug 2020 - Oct 2020
- Created a complete process for high profile accounts in 2 months from identifying qualified criteria, customer onboarding, relationship management, performing Quarterly Business Review to churn management.
- Tasks are automated for Key Account Managers and minimized manual work by by 80%.
Revamping Customer Onboarding Process
Jul 2020 - Sep2020
- Standardized timeline and processes for POS and Beep Delivery onboarding.
- Onboarding time is shortened from 30 days to 14 days.
- Merchant activation time is shortened from 90 days to 30 days.
- Minimized unidentified and orphanage accounts by 50%.
Zendesk Knowledge Base Revamp
Mar 2020 - Jun 2020
- Revamped entire knowledge base by having proper tagging by category, country & subject.
- Over 500 articles revamped and 150 articles translated in Thai, all with 100% completion.
- Page visit increase by 40% in Thai market.
- 15% more customers rated the articles as "Useful".
Customer Welcome Campaign
Jan 2020 - Mar 2020
- Saved the company RM50,000 over a year by implementing a successful productivity improvement plan and reduced product cost by 30%.
References
Kerry Davis
Head of Customer Experience at Teleport
016-7022362
Tippayavut Kovanthanakul (Pond)
Group Solution Manager
012-9639509
Timeline
Senior Operations Executive
StoreHub
01.2018 - 01.2021
Customer Care Representative
StoreHub
03.2017 - 12.2017
VIP Ambassador Shift Leader
Star Cruises
03.2015 - 08.2016
Online Marketer
Self Employed
01.2013 - 09.2017
Senior Distributor Service Representative
Nu Skin Malaysia
03.2007 - 09.2012
Diploma - Business Studies, Penang
DISTED College
01.2005 - 03.2007
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