Summary
Overview
Work History
Education
Skills
Websites
Certification
LANGUAGES
Timeline
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HUA JAYNE BOO

HUA JAYNE BOO

Petaling Jaya

Summary

Dynamic and versatile professional with a strong background in both team management and key account management, bringing over 10 years of comprehensive experience in leadership and client relations. Demonstrated success in managing and motivating high-performing teams to achieve operational excellence and meet organizational goals. Adept at building and nurturing long-term partnerships with key clients, driving customer satisfaction, retention, and revenue growth. Proven ability to align internal teams with client needs, ensuring seamless service delivery and strategic alignment. Skilled in developing account strategies, negotiating contracts, resolving escalations, and identifying new business opportunities. Combines a hands-on leadership style with a client-focused approach to deliver measurable results in competitive markets. Experienced in working across multiple sectors, adapting quickly to change, and maintaining a strong focus on both people and performance. Looking to leverage this dual expertise to contribute to a forward-thinking organization focused on growth and excellence.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Key Account Manager

Dynamite Games
10.2024 - Current
  • Built and maintained strong client relationships to drive business growth focusing Philippines market.
  • Strengthened client relationships through regular communication and effective problem solving.
  • Created sales forecasts to target daily, monthly and yearly objectives.
  • Delivered exceptional customer service by resolving client concerns quickly and efficiently.
  • Analyzed sales and customer data to identify trends and opportunities for increased profitability.
  • Coordinated with internal teams to ensure timely delivery of products and services, meeting client expectations.
  • Developed and delivered presentations to key customers to position products and services.
  • Established strong rapport with clients by consistently exceeding their expectations in quality and service delivery.
  • Developed thorough understanding of key clients' needs and requirements to prepare customized solutions.
  • Analyzed market trends, identifying opportunities for expanding product offerings within key accounts.
  • Engaged in continuous learning to stay abreast of industry trends and competitive landscape, applying insights to account strategies.
  • Coordinated with marketing teams to create account-specific promotional materials, increasing brand visibility and engagement.
  • Collaborated with product development teams to tailor offerings to key account needs, enhancing product relevance and appeal.
  • Leveraged CRM tools to track account interactions and sales progress, ensuring accurate forecasting and reporting.
  • Met existing customers to review current services and expand sales opportunities.
  • Negotiated contract renewals with existing clients, securing long-term commitment and fostering ongoing collaboration.
  • Proactively identified potential issues within key accounts, taking corrective action to prevent loss of business or dissatisfaction.

Team Manager

Cognizant Malaysia
07.2019 - 09.2024
  • Company Overview: Digital Business & Technology Services
  • POC for asset risk management, efficiency gains and attrition/shrinkage.
  • Continuously build relations among different stakeholders among client and internal.
  • Sustaining client relation via trend analysis, provide recommendations, EPP and advise on ideations.
  • Project growth in KUL with 30 headcount in Q2'2022 then LJS with 100 headcount in Q4'2022, provide support in setting up new location also close gaps and maintaining cadence to ensure BAU.
  • Additional ramps of 20 headcount in KUL during Q2'2023 with new language proficiency.
  • Close a deal in new location Bangkok with 35 headcount in Q3'2023 along with additional 28 headcount with Tier-2 project in Q4'2023.
  • Create growth opportunities for 4 Team Leaders and 5 QAs during this timeline.
  • Responsibility part of the OPEX and rate cards of the project.
  • Sharp resource management.
  • Maintaining >90% of overall team's wellness scores every quarter despite being part of high priority project.
  • Part of the SOP audit between client and internal.
  • Officially appointed by both client and internal organization to lead cross-vendor globally.
  • Initiate WFM and Q management to minimize impact towards TAT.
  • Initiated methods on tool improvisation.
  • Consistently met organization short and long-term targets by achieving monthly SLAs under my span.

Team Leader

Cognizant Malaysia
01.2019 - 01.2022
  • Company Overview: Digital Business & Technology Services
  • Proactively participated in meetings and helped create new practices.
  • Consistently met my short and long-term targets.
  • Trained, coached, and supervised new staff members.
  • Pitched ideas on how to improve performance and efficiency.
  • Supervise and delegated tasks to a team of min 28 people and max 40 people. (Took lead to supervise additional team after team leader resigned).
  • Developed and maintain strong relationship with the team, earning trust to encourage collaboration and the courage of the team to speak up/reach out.
  • Provided a clear view to the team on the SLA and targets (quality and productivity).
  • Conducting daily huddles to ensure that the team is up to date on the fast-paced updates, to change the direction and the momentum of the workflow in a team.
  • Monitor and track the quantitative and qualitative achievement of the team and reports results (productivity, quality and metrics) to the manager.
  • Provide weekly insights of the team and collaborate with other team(markets/products) to present to the stakeholder.
  • Participate in quality assurance processes and calibration calls with the stakeholder.
  • In depth investigation of problems in the team.
  • Determine training requirements for the team and provide feedback/coaching. Motivate team to optimally perform and inspire team to keep going for their professional growth opportunities.
  • Tracking the team members' progress.
  • Plans on attendance and leaves forecast.
  • Recognizing top performers and celebrate the outstanding contributions of the team members to show appreciation while aspiring and encourage others. (R&R committee).
  • Ensure the team's adherence to ground rules.
  • Involved in the hiring and interviewing process regardless within and outside project.
  • Wellness POC as coordinator between counsellor and reviewers in terms of arranging group or individual wellness sessions.
  • GPTW advisor overseeing with total 25 extended headcount in terms of forecast, plan and execute ensuring smooth events.
  • Helped management to identify workflow issues and find solutions.

Team Leader

Aegis BPO Malaysia
09.2017 - 01.2019
  • Processed a range of documentation and entered information into databases.
  • Handled customer complaints with empathy and composure.
  • Proactively participated in meetings and helped create new practices.
  • Accurately handled large amounts of billing transactions or services.
  • Maintain and improve overall team motivation.
  • Arrange daily day to day required headcount and leaves per shift basis.
  • Attend to Senior Service Manager calls during case escalation from Service Managers or customer end.
  • Guide and coach agent on Standard Operation Procedure in terms of customer service.
  • Critical thinking in terms of sustaining or improvising projects KRA system.
  • Introduced employee-recognition programs that boosted staff retention, morale and satisfaction to new bests.
  • Monitor team's individual KPI and groom potential agents.
  • Answered calls, responded to emails, attend to escalations and interacts with clients over daily basis for example seeking for approvals of cash flow, updates in terms of promotions and team performance.
  • Consistently met my short and long-term KPI.
  • Lead support a team of total 15 customer service agents and 5 service managers.
  • Addressed customer service inquiries in a timely and accurate fashion.
  • Ensured projects are appropriately staffed for meeting project requirements.

Customer Service Executive

Aegis BPO Malaysia
12.2014 - 09.2017
  • Built up to become a strong problem solver after being able to rotate through different department. (From General Enquiries to Customer Retention Services and lastly Billings.)
  • Active Listening Skills.
  • Strong Team Player
  • Customer Loyalty key player.
  • Exceptional Workflow Management.
  • Handled Volatile Customer Situations.
  • Flexible in process changes.
  • Energetic Work Attitude.
  • Excellent Communication Skills.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Provided an elevated customer experience to generate a loyal clientele.
  • Asked open-ended questions to assess customer needs.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
  • Developed reputation as an efficient service provider with high levels of accuracy.
  • Helped train new employees to comply with Starhub's customer service expectations.
  • Maintained and organized the online customer account database.
  • Wrote weekly and monthly reports on customer interactions.
  • Helped facilitate and create efficient client customer interactions by analyzing data.

Education

Masters in Business Administration -

University of Sunderland, UK – SEGi University & Colleges
12.2023

Culinary Arts and Food Service Management

Taylor's University
06.2014

Skills

  • Supporting professional development
  • Collaborative teamwork
  • Analytical problem-solving and decision making
  • Cross-functional leadership
  • Relationship management expertise
  • Major client relationship management
  • Strategic business development
  • Interdepartmental teamwork
  • Sales growth initiatives
  • Retention strategy implementation
  • Geographic territory oversight

Certification

  • SIX SIGMA WHITE BELT (AIGPE Certified)
  • SIX SIGMA YELLOW BELT (AIGPE Certified)
  • SIX SIGMA GREEN BELT (AIGPE Certified)
  • Courses can be found in Udemy:
  • Lean Six Sigma Introduction Specialist
  • Customer | How to Build Customer Loyalty
  • First Time Manager
  • How to Develop Emotional Resilience to Manage Stress
  • Time and Task Management: Time Management Techniques
  • The Complete Focus Mastery Course - Brain Concentration
  • How to Manage & Influence Your Virtual Team
  • Report Writing Made Simple
  • Train the Trainer Virtual: Virtual Training Master Class
  • Email Etiquette: Write More Effective Emails At Work
  • Ask Better Questions - Build Better Relationships
  • Master Cognitive Biases and Improve Your Critical Thinking
  • Write Better Emails: Tactics for Smarter Team Communication
  • Master your Decision-Making, and Critical Thinking Skills
  • Effective Feedback: Empower and Retain Your Employees
  • The Essential Guide for Effective Managers
  • Conflict Management with Emotional Intelligence
  • Leadership Skills Training: Become an Inspiring Leader!

LANGUAGES

English - Advanced
Chinese - Advanced
Malay - Advanced
Cantonese - Elementary
Teochew / Hokkien - Intermediate

Timeline

Key Account Manager

Dynamite Games
10.2024 - Current

Team Manager

Cognizant Malaysia
07.2019 - 09.2024

Team Leader

Cognizant Malaysia
01.2019 - 01.2022

Team Leader

Aegis BPO Malaysia
09.2017 - 01.2019

Customer Service Executive

Aegis BPO Malaysia
12.2014 - 09.2017

Culinary Arts and Food Service Management

Taylor's University

Masters in Business Administration -

University of Sunderland, UK – SEGi University & Colleges

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HUA JAYNE BOO