Ma Bituin Dalisay
Kuala Lumpur
Summary
Results-driven professional with 13 years of experience in sales, customer service, risk management, and BPO management. Demonstrated expertise in driving sales growth and delivering exceptional customer experiences. Skilled in managing BPO operations, streamlining service processes, and implementing effective risk mitigation strategies to prevent fraud. Adept at cultivating strong customer and partner relationships, overseeing service quality, and optimizing operational efficiency. Experienced in leading day-to-day operations, mentoring teams, and achieving performance improvements.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
8
8
Certifications
Work History
Partner Care Performance Leader
Foodpanda Malaysia
08.2021 - 02.2025
- Managed relationships with regional stakeholders and owned performance reporting for the team
- Managed BPO operations in the Philippines and led in-house teams supporting Singapore and Philippines markets ensuring seamless service delivery, operational efficiency, and performance excellence
- Developed and executed a vendor management strategy to ensure strong, compliant relationships with external BPOs
- Oversaw daily/weekly/monthly Partner Care operations, ensuring KPI compliance
- Attended country calls and liaise with stakeholders on Partner Care processes
- Assisted the team with QA disputes and coordinated with the QA team
- Facilitated weekly team meetings and ensured effective communication of product/process updates
- Provided data analysis and performance reports to stakeholders
- Managed technical issues in collaboration with the WFM team
- Enhanced partner experience through strong product knowledge and customer support
- Ensured adherence to quality processes for accurate and timely customer service
- Aligned personal and team goals with foodpanda's values and COE principles
- Awarded 'Team Leader of the Year (2022)' for outstanding leadership, team performance, and process improvements
Partner Care Team Leader
Foodpanda Malaysia
08.2020 - 07.2021
- Supported Malaysia, Hong Kong, Singapore, and the Philippines markets, providing guidance and assistance to agents to ensure high-quality service and operational efficiency
- Spearheaded the launch of the Philippines market, including drafting SOPs, conducting agent training, and collaborating with stakeholders to ensure a smooth and efficient rollout
- Developed and built dashboards and reports in Salesforce to enhance day-to-day operations, track key performance metrics, and provide data-driven insights for improved decision-making and efficiency
- Monitored daily/weekly/monthly Partner Care operations, ensuring performance metrics (Productivity, Attendance, QA) were met
- Prepared and attended weekly/monthly country calls with stakeholders to review performance
- Managed scheduling, including absences, OT shifts, and agent evaluations
- Monitored Salesforce queues to ensure cases were resolved within SLA and reported abnormalities
- Conducted floor rounds to assist agents with partner-related issues
- Liaised with stakeholders to improve Partner Care processes
- Handled QA disputes and coordinated with the QA team
- Conducted bi-weekly checkpoints with SOP and monthly checkpoints with QA teams to address process and scorecard gaps
- Led team huddles, reviewed and updated SOPs, and prepared performance reports for stakeholders
Partner Care Executive
Foodpanda Malaysia
08.2019 - 08.2020
- Resolved finance (payment & billing), account management (contractual), and transmission (device/app) issues for Foodpanda partners
- Maintained strong business relationships with partners by providing timely resolutions within the agreed SLA
- Gathered feedback to understand partner pain points and improve the overall partner experience
- Shared best practices and SOP guidelines with partners to ensure smooth operations
- Escalated partner concerns to relevant departments when necessary
- Consistently met individual monthly targets as per the company's bonus scheme
Partner Service Executive
Foodpanda Malaysia
12.2018 - 08.2019
- Provided service, solutions, and relevant details to partner restaurants via inbound calls, outbound calls, live chat, and email
- Assisted partners with inquiries related to operations, payments, and platform usage, ensuring a smooth and efficient experience
- Utilized Salesforce to manage partner interactions and track issue resolutions
Customer Service Executive
Foodpanda Malaysia
06.2018 - 12.2018
- Assisted customers via live chat, providing real-time support and resolving inquiries efficiently
- Delivered product and service information, solutions, and relevant details to ensure a seamless customer experience
- Utilized Zendesk and Salesforce to manage customer interactions, track cases, and ensure timely resolutions
Lead Associate (Supervisor) for Operations
Expedia, Inc.
07.2017 - 04.2018
- Led a diverse team of 20 agents across multiple skill sets, including hotel booking, flight booking, and package booking
- Developed and implemented initiatives to enhance account-specific knowledge, policy awareness, and skill transfer
- Consistently achieved team attendance and productivity goals, ensuring performance expectations were met
Sales Associate
Expedia, Inc.
04.2014 - 04.2018
- Assisted customers in planning, organizing, and booking customized travel itineraries, including flights, cruises, rental cars, and hotel accommodations via inbound calls
- Tailored recommendations to individual customer preferences and budgets, ensuring personalized travel solutions
Lead Coach
Expedia, Inc.
04.2017 - 07.2017
- Managed the onboarding process for new hires, ensuring a seamless transition to Operations
- Conducted personalized coaching, call listening sessions, and team huddles to improve agent performance and engagement
- Generated weekly performance reports to track agent progress and ensure alignment with KPIs
Fraud Specialist
Expedia, Inc.
09.2016 - 04.2017
- Pioneered the 'Integrity Team' - a department dedicated to scrubbing calls for potential fraudulent activities and agent errors
- Designed and maintained a comprehensive tracker, generating daily reports to meet operational and client needs
- Analyzed DSAT/CSAT data, identifying areas for improvement and developing actionable plans to reduce customer dissatisfaction
- Delivered targeted coaching sessions to agents, focusing on behavioral development and performance improvement
- Prepared and presented detailed weekly reports to clients, conducting one-on-one meetings to discuss performance, insights, and strategic goals
Subject Matter Expert
Expedia, Inc.
01.2015 - 09.2016
- Coordinated agent break schedules to maintain adherence to required SLAs
- Coached and developed a team of underperforming agents, helping them reach their full potential
- Created and distributed daily reports for the client, QA, and Operations departments
- Oversaw service delivery and SLA compliance to ensure client commitments were met
Travelocity US Sales Associate
WNS Global Services, Inc
01.2014 - 04.2014
- Assisted customers in planning, organizing, and booking customized travel itineraries, including flights, cruises, rental cars, and hotel accommodations via inbound calls
- Tailored recommendations to individual customer preferences and budgets, providing personalized travel solutions
T-Mobile UK Customer Service Associate
WNS Global Services, Inc
05.2011 - 01.2014
- Provided effective and timely resolution of various customer inquiries and concerns
- Delivered exceptional customer service using resource documentation for reference and automated training tools
- Met department productivity and quality standards
- Completed training requirements to learn new skills and processes, growing knowledge of systems and company values
Education
Bachelor in Secondary Education - Major in English and Literature
University of Rizal System - Morong Campus
06.2008 - 03.2011
Skills
Customer relationship building
Certification
Coaching and Feedback Training, WNS Global Services, Inc.
Timeline
Partner Care Performance Leader
Foodpanda Malaysia
08.2021 - 02.2025
Partner Care Team Leader
Foodpanda Malaysia
08.2020 - 07.2021
Partner Care Executive
Foodpanda Malaysia
08.2019 - 08.2020
Partner Service Executive
Foodpanda Malaysia
12.2018 - 08.2019
Customer Service Executive
Foodpanda Malaysia
06.2018 - 12.2018
Lead Associate (Supervisor) for Operations
Expedia, Inc.
07.2017 - 04.2018
Lead Coach
Expedia, Inc.
04.2017 - 07.2017
Fraud Specialist
Expedia, Inc.
09.2016 - 04.2017
Subject Matter Expert
Expedia, Inc.
01.2015 - 09.2016
Sales Associate
Expedia, Inc.
04.2014 - 04.2018
Travelocity US Sales Associate
WNS Global Services, Inc
01.2014 - 04.2014
T-Mobile UK Customer Service Associate
WNS Global Services, Inc
05.2011 - 01.2014
Bachelor in Secondary Education - Major in English and Literature
University of Rizal System - Morong Campus
06.2008 - 03.2011
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