Summary
Overview
Work History
Education
Skills
Languages
Reference
Work Availability
Timeline
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Sue Ean Tew

Sue Ean Tew

Business Operation Process/Program Optimization Lead

Summary

With a proven track record at Dell Technologies, I excel in driving significant process improvements and fostering team collaboration. Leveraging strategic visioning and adaptive leadership, I've led initiatives that enhanced operational efficiency and customer satisfaction. My approach combines innovative thinking with effective communication, achieving tangible results and promoting a positive, adaptable team environment.

Overview

20
20
years of professional experience

Work History

Global Process/Program Optimization Lead

Dell Technologies
09.2023 - Current
  • Analyzed existing processes to identify opportunities for optimization, recommending changes that led to significant cost savings and improved performance.
  • Identified root causes of recurring issues through rigorous problem-solving techniques, developing long-term solutions to prevent recurrence.
  • Improved overall business processes by analyzing workflows and implementing optimization strategies.
  • Developed and executed strategic plans for process improvement, driving operational excellence across the organization.
  • Managed the development and implementation of standard work documents, ensuring consistency in operations while maximizing efficiency.
  • Implemented standardized work procedures, ensuring consistency in operations while maximizing efficiency.
  • Increased interdepartmental collaboration by organizing cross-functional workshops focused on improving shared workflows.

Global Out of Warranty Change Advocate

Dell Technologies
10.2021 - 09.2023
  • Led change project teams, providing clear guidance on roles, responsibilities, goals, timelines, and expected outcomes.
  • Developed change management metrics for tracking progress and identifying areas of improvement, leading to overall organizational success.
  • Standardized best practices across various departments as a Change Management Lead through continuous process documentation review.
  • Influenced senior leadership buy-in for critical change initiatives through persuasive presentations and data-driven insights.
  • Managed multiple projects concurrently within designated timelines while prioritizing tasks based on urgency and impact potential.
  • Collaborated with cross-functional team to develop appropriate change management approach.
  • Introduced metrics-driven approaches to track the progress of change initiatives, ensuring timely completion and measurable outcomes.
  • Mitigated resistance to change by actively addressing concerns, providing support resources, and promoting transparent communication channels.


Program Management Advisor

Dell Technologies
12.2016 - 10.2021
  • Established strong relationships with cross-functional teams, enhancing communication and collaboration throughout the organization.
  • Introduced innovative solutions to resolve persistent challenges encountered during program execution stages.
  • Collaborated closely with subject matter experts from various departments to ensure accurate scoping of projects within assigned programs.
  • Ensured adherence to quality standards by consistently monitoring project deliverables, addressing discrepancies, and providing constructive feedback to team members.
  • Contributed to the successful execution of multiple projects by providing reliable support to project managers and stakeholders.
  • Trained and supervised employees on office policies and procedures.
  • Influenced stakeholder decision-making by presenting data-driven insights during key discussions and meetings.

Call Center Senior Operation Manager

Emerio Malaysia Sdn Bhd
06.2014 - 11.2016
  • BPO - Dell Technologies - Inbound Call Center
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Implemented new scheduling practices to optimize staff availability during peak call times.
  • Mentored and coached team members, fostering a supportive and collaborative work environment.
  • Optimized resource allocation through effective workforce management techniques, balancing workload with staffing needs.
  • Facilitated weekly team meetings focused on identifying trends in customer inquiries and discussing strategies for addressing common pain points.
  • Consistently achieved service level targets by maintaining focus on call handling time, first-call resolution rates, and overall customer satisfaction scores.
  • Introduced quality assurance measures to track agent performance, resulting in improved service consistency across the team.
  • Established clear communication channels between agents, supervisors, and other departments for efficient problem-solving processes.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Collection Manager

OCBC Bank (Malaysia) Berhad
06.2012 - 06.2014
  • Collection Department - Unsecured Products - Outbound Call Center
  • Implemented process improvements that increased team morale while maintaining a high level of professionalism within the department.
  • Leveraged advanced data analysis tools to identify trends in payment behavior, enabling informed decision-making for future collections efforts.
  • Reduced delinquency rates by closely monitoring customer accounts and promptly addressing overdue payments.
  • Conducted thorough audits of collections activities to ensure compliance with relevant regulations and company policies.
  • Complied with established internal controls and policies.
  • Evaluated staff performance periodically through objective metrics such as collection target achievements and customer feedback, fostering a results-driven culture within the team.
  • Negotiated favorable payment terms with customers, balancing business needs and client relationships.

Call Center Operation Manager

Intradeco Sdn Bhd
02.2008 - 05.2012
  • BPO - Intel Technologies - Inbound Call Center
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Developed process controls and metrics for daily management of call center.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Monitored call volume, call length and other related metrics and consistently met objectives.
  • Collaborated with training team to boost product support and certification training initiatives.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Developed strong relationships with key clients through proactive communication channels ensuring high-quality support standards.

Call Center Support Specialist

Intradeco Sdn Bhd
01.2005 - 06.2008
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Provided exceptional service by actively listening to customer concerns and offering tailored solutions.
  • Adhered to company policies and guidelines while providing timely responses to customer requests or complaints.
  • Exceeded company expectations regarding call volume, consistently meeting or surpassing the required number of daily interactions.
  • Displayed excellent communication skills in assisting diverse clientele with various needs and preferences.
  • Enhanced team performance by sharing knowledge on company products, services, and best practices.
  • Contributed to the achievement of team targets through consistent high-quality service delivery.

Call Center Supervisor

Intradeco Sdn Bhd
11.2006 - 02.2008
  • BPO - Intel Technologies - Inbound Call Center
  • Enhanced team performance by conducting regular training sessions and motivating agents to achieve their targets.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Utilized data-driven insights to make informed decisions regarding staffing levels, shift schedules, and performance management strategies.
  • Developed process controls and metrics for daily management of call center.
  • Trained team members on performance metrics and consumer behavior identification.
  • Created team rotations to man center effectively during peak hours.
  • Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.

Inbound Call Center Agent

Intrdeco Sdn Bhd
01.2005 - 02.2008
  • BPO - Intel Technologies - Supply Chain - Permanent Night Shift
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Provided exceptional service by actively listening to customer concerns and offering tailored solutions.
  • Adhered to company policies and guidelines while providing timely responses to customer requests or complaints.
  • Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
  • Exceeded company expectations regarding call volume, consistently meeting or surpassing the required number of daily interactions.
  • Displayed excellent communication skills in assisting diverse clientele with various needs and preferences.
  • Enhanced team performance by sharing knowledge on company products, services, and best practices.
  • Reduced call waiting times through efficient handling of inbound calls and effective problem-solving skills.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.

Education

Bachelor of Science - Computer Science / Information Technology

Disted Stamford College
George Town
04.2001 -

Diploma - Computer Science/Information Technology

Disted Stamford College
George Town, Penang, Malaysia
04.2001 -

Skills

Adaptive Leadership

Languages

English, Malay, Chinese (Mandarin)
Native language
English
Proficient
C2
Malay
Advanced
C1
Chinese (Mandarin)
Intermediate
B1

Reference

Dell Manager : Mr. Andrej Vins (based in Slovakia); Email Contact : andrej_vins@dell.com


Dell Manager : Mr. Teow Chong Joo (based in Singapore); Email contact : chong_joo_teow@dell.com


Emerio Senior VP : Mr. Helmar Winkel (based in Singapore); Contact Number : +65 95235781


Intradeco Manager : Mr. KS Yeoh (based in Penang); Contact Number : +6012 5045168


Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Global Process/Program Optimization Lead

Dell Technologies
09.2023 - Current

Global Out of Warranty Change Advocate

Dell Technologies
10.2021 - 09.2023

Program Management Advisor

Dell Technologies
12.2016 - 10.2021

Call Center Senior Operation Manager

Emerio Malaysia Sdn Bhd
06.2014 - 11.2016

Collection Manager

OCBC Bank (Malaysia) Berhad
06.2012 - 06.2014

Call Center Operation Manager

Intradeco Sdn Bhd
02.2008 - 05.2012

Call Center Supervisor

Intradeco Sdn Bhd
11.2006 - 02.2008

Call Center Support Specialist

Intradeco Sdn Bhd
01.2005 - 06.2008

Inbound Call Center Agent

Intrdeco Sdn Bhd
01.2005 - 02.2008

Bachelor of Science - Computer Science / Information Technology

Disted Stamford College
04.2001 -

Diploma - Computer Science/Information Technology

Disted Stamford College
04.2001 -
Sue Ean TewBusiness Operation Process/Program Optimization Lead