Wai Teng Ho
Trust And Safety Team Leader
Seremban,05
Summary
With a proven track record at TDCX (MY), I excel in operational efficiency and staff development, enhancing team performance by over 30%. Expert in risk management and fostering client relationships, strategic planning and interpersonal skills drive continuous improvement and innovation.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
Team Lead Trust Operations
TDCX (MY)
Kuala Lumpur, Kuala Lumpur
09.2023 - Current
- Conducted regular performance reviews for each team member, setting clear expectations and offering constructive feedback for continuous improvement.
- Managed a high-performing trust operations team, providing regular feedback and professional development opportunities.
- Facilitated open communication channels between team members, fostering a collaborative work environment conducive to problem-solving and innovation.
- Ensured timely and accurate processing of all trust transactions, reducing potential financial risks for the company.
- Responsible for the day to day management of the contact centre to ensure that KPIs are met.
- Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Project Manager to maintain the agreed service levels to customers
- Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
- Ensure that the feedbacks provided to the team members on their performance are accurate, complete and timely. Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization’s guidelines and policies.
- Collaborate with Customer Experience and Training team to identify the issues , drive the metrics and able to balance and prioritize the above based on seasonality and the needs of customers, team and client.
- Enhance the performance of team members by creating team connection, team briefings, and monthly coaching sessions.
Content Labelling Operation Trainer
Bytedance
08.2022 - 09.2023
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Collaborated with subject matter experts to create accurate training content.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Complete trainings in accordance with the tasks and be responsible for training projects coordination
- Design training courses based on the realities and participate in the improvement of the training system
- Serve as a mentor for new member
- Follow project trainings for a long time and design quality management training plans for projects in different stages
- Formulate team improvement plans of different stages and directions based on the team's realities
- Promote extended or in-depth training course development
- Assist in or guide the optimization of the process, toolkit, training methods and system building
- Guide development of the new trainers, provide periodic plans accordingly and conduct follow-ups
- Understand the business logic of labelling and working mode of the upstream and downstream
- Proficient in designing and building the training process, using related application platforms and solving basic problems
- Have common data analytical skills and able to systematically analyze and reflect training issues and task process
- Have XFN communication skill and problem solving skills
- Proficient in coaching, sharing and giving lectures, have courseware making, decision making skills and organizational skills
- Able to think in a structural way
Learning and Development Expert
TDCX (MY)
07.2021 - 08.2022
- Standardized evaluation criteria across all courses allowing for consistent measurement of participant feedback for ongoing improvement efforts.
- Designed interactive workshops that fostered collaboration and active participation among team members for better knowledge retention.
- Established strong relationships with external partners to source relevant industry-specific trainings on a regular basis.
- Conducted regular needs analysis surveys to gauge areas where additional support was required promoting continuous improvement in staff skills, knowledge, and abilities.
- Authorized Certifying Trainer - Certified by Client
- Conduct orientation sessions as well as plan and deliver the full training program (including product, soft skills and on-the-job training) for new hires
- Develop new training programs / manuals, multimedia visual aids, and other educational materials
- Have prompt and regular follow-ups on training programs delivered to evaluate training effectiveness
- Evaluate the effectiveness of existing training programs and provide recommendations for improvement
- Conduct Training Needs Analysis and develop programs to improve existing staff performance
- Drive / co-drive service quality initiatives for continuous service standards improvement
Subject Matter Expert
TDCX (MY)
04.2020 - 06.2021
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Provide excellent support experience to customers via all relevant communication channels and interact with customers on the workflow completion as required.
- Participate in peer coaching and review sessions to ensure consistent high-quality work across the team.
- Provide Supervisors and Manager with agents' regular performance feedback.
- Assist with the PIP program by working with team leader
- Prepare and analyze quality reports for Management review and participate in the design of quality, ensuring to monitor forms and quality standards.
- Provide actionable data to various internal support groups as needed.
Fraud and Risk Analyst
TDCX (MY)
12.2019 - 03.2020
- Detected fraudulent activities by conducting thorough investigations and analyzing transactional data.
- Reviewed customer accounts for unusual activity or patterns indicative of potential fraud risks, flagging concerns for further investigation.
- Provided training to staff on emerging fraud trends, ensuring a proactive approach to risk management across the organization.
- Conducted regular audits to identify areas of vulnerability and opportunities for improvement in fraud detection systems.
- Train and mentor newly hired agents, creating individual upskilling plans for them, ensuring to create appropriate training materials.
Property Sales and Marketing Executive
Berjaya Land Berhad
06.2019 - 11.2019
- Conducted comprehensive market research to identify emerging trends and opportunities for business expansion.
- Increased sales revenue by developing and implementing strategic marketing plans.
- Negotiated favorable contract terms with vendors, resulting in reduced costs and improved profit margins for the company.
- Established strong relationships with key clients, resulting in repeat business and increased customer satisfaction.
Digital and Direct Distribution Executive
AmGeneral Insurance Agency
10.2018 - 06.2019
- Enhanced customer satisfaction by ensuring timely and accurate order fulfillment.
- Assisted in the development of annual budgets, closely tracking expenses to ensure adherence to financial goals.
- Managed inventory levels effectively, minimizing overstock situations while ensuring stock availability for customer orders.
- Evaluated vendor performance, fostering strong relationships with reliable suppliers who consistently met quality standards.
CONTACT CENTRE SERVICE AND SALES REPRESENTATIVE
HSBC Bank
03.2018 - 09.2018
- Expanded customer base through cold calling, networking, and relationship building.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
Education
Associate of Applied Science - Medical Assistant
Lincoln University College
Kuala Lumpur, Malaysia 01.2015 - 01.2018
Skills
Operational efficiency
Problem-solving
Team management
Client relationship building
Reference
Catherine Ng
Senior Operation Manager (TDCX)
+60 12-373 0478
catherine.ng@teledirectasia.com
Timeline
Team Lead Trust Operations
TDCX (MY)
09.2023 - Current
Content Labelling Operation Trainer
Bytedance
08.2022 - 09.2023
Learning and Development Expert
TDCX (MY)
07.2021 - 08.2022
Subject Matter Expert
TDCX (MY)
04.2020 - 06.2021
Fraud and Risk Analyst
TDCX (MY)
12.2019 - 03.2020
Property Sales and Marketing Executive
Berjaya Land Berhad
06.2019 - 11.2019
Digital and Direct Distribution Executive
AmGeneral Insurance Agency
10.2018 - 06.2019
CONTACT CENTRE SERVICE AND SALES REPRESENTATIVE
HSBC Bank
03.2018 - 09.2018
Associate of Applied Science - Medical Assistant
Lincoln University College
01.2015 - 01.2018
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