Siti Sara Katarina Mateus

Project: Metamall (E-Commerce Seller Support)

Key Responsibilities

• develop and deliver training content according to business needs by conducting training need analysis.
• Provide new hires training batch by batch and delivering products refresher workshops, campaign training and regular training sessions for existing employees.
• Perform regular reviews of materials to evaluate training effectiveness.
• Manage, monitor, administer and report dedicated / blended (e.g., e-learning, workshops and workplace assignments, etc.)
• Liaise with multi-stakeholders(team leaders, managers and clients) for learning needs and train all levels of users to utilize learning solutions according to job functions.
• Maintained 100% graduation rate with passing score above 85%.
• Set up new LOB (OB call & level 2 SWAT) by planning training materials and conducting training within less than 24 hours.
• Assisted in house trainer in identifying knowledge base gap.

QA

• Completed 3.5k-4k Audits daily on blind moderation sampling appeals in the US Market & Pakistan Market
• Provide detailed analysis of errors and feedback to respective team through calibration session and recommend ways to improve quality score.
• In charge of root cause analysis and data report for appeal incoming volume which helped in identifying root cause of error in moderation and invalid appeals.
• Closing policy knowledge gaps between operations and quality team by conducting weekly calibration in where discussion of policies is held and clarified. Answered policies question and providing logical explanation/updates.

Training

• Trained new QAA hire regarding policies/product and ad hock-task.
• Set up the standard operating procedure for appeal guideline.
• Assisted trainer in knowledge based (KB) creation & updates.
• Conducted refresher training session for top error policies.

• Moderated content and meeting monthly target in terms of number of contents moderated, BMC rate, product knowledge test and sampling scores.
• In charge of Ad hoc task such as policies calibration session hosting, MoM, knowledge sharing session.

• Represent employer brand positively in a multitude setting such as career talk, campus recruitment and mass interview.
• Assist in content creation ( LinkedIn / newsletter etc)
• Generate employer brand awareness
• Actively providing feedback and insight to employer branding initiatives
• Assistance project director for Bytedance got talent 2022
• Communication director for Townhall 2022

Customer Service

• Delivered excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone,email and chat)
• Understand and deliver business strategies and improve customer services through the execution of self-service
• Accountable for meeting individual (KPIs) and team goals every month more than expectation percentage
• Continuously identify work process improvements and communicate to Team Leaders and (or) Manager
• Awarded 100% top QA score for two months consecutively in the year 2020
• Managed to achieve overall 4 - strong performance for year-end review
• Acted as mini team captain and carried out side by side coaching for junior agents in order to provide support to improve handling time, quality of service and best possible resolution for case handled

Compliance Ambassador

• Shared monthly compliance information and facilitated discussions with local teams and team managers regarding compliance awareness and issues
• Guided local teams and team managers to the right resources in regards to compliance related concerns

Partner Enhancement Project

• Collaborated with the accommodation services team on a short team project in order to analyze, compare and procure data from supplier’s website to maintain accurate and reliable information shown on our company’s website

• Assisted department supervisors with on-call responsibilities, medical appointments, and other administrative duties.
• Worked with differently-abled residents ranging from 21 to 70 years old by executing programs and procedures, teaching new skills, and running behavior programs.
• Trained new instructor on residents’ programs and daily routine.

• Worked one-on-one and in small groups with autistic children aged 2 to 5 years old by implementing and tracking goal progress through activity-based assessments
• Provided assistance with daily living skills to children aged 2 to 5 years old