Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic
YEH JUEN YAN

YEH JUEN YAN

BPO - Performance Leads
Seri Kembangan

Summary

Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Assistant Manager to the next level. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.

Overview

4
4
years of professional experience
22
22
years of post-secondary education
2
2
Certifications
4
4
Languages

Work History

Performance Lead, Partner Service (Internal Opportunities)

DH SSC SDN BHD
12.2022 - Current
  • Understand well of a BPO Organization Creating Wide/health Bridge between In-house and BPO Well/organize Decision making
  • Built a brand new project to a new BPO
  • Plan and implement a comprehensive performance management strategy across all service lines aligned with the firm's business objectives and growth
  • Provide strategic advice and guidance on the performance management framework to all stakeholders
  • Work with various stakeholders to promote the high performance and feedback culture
  • Lead all communications and interactions with the Central ops team and manage the internal communication plan for all related matters in the performance cycle
  • Frequently perform risk management with all BPO Stakeholders
  • Develop and update guidelines around the performance milestones and the annual result process.
  • Streamlined processes for improved efficiency, resulting in higher productivity and reduced operating costs.
  • Promoted a high-performance culture by setting clear expectations, providing regular feedback, and celebrating team achievements.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Balanced long-term strategic planning with short-term tactical execution to drive both immediate results and sustainable growth in team performance levels over time.
  • Implemented innovative solutions to address performance bottlenecks, significantly improving overall team effectiveness.
  • Mentored and coached team members to enhance their skills and advance their careers.
  • Frequently inspected production area to verify proper equipment operation.
  • Collaborated with stakeholders to align performance objectives with business goals and strategies.
  • Optimized resource allocation to maximize team output without compromising quality or customer satisfaction.
  • Developed comprehensive performance metrics, enabling data-driven decision making for continuous improvement efforts.

Partner Service Team Leader (Internal Opportunities)

DH SSC SDN BHD
11.2020 - 06.2022
  • Enrol (Six Sigma course (White belt),Project Management Foundations (2019)
  • Provide assistance/support to other areas of the business
  • Manage call and Chat ticket escalation Provide accurate Vendor feedback regarding products and services
  • Support, coach and develop talent within your team in relation to systems, processes and behaviours
  • Leading by continuously and consistently motivate and manage my team
  • Prepare and present Agent's performances to stakeholder
  • Manage backorder maintenance and generate pick-up tags for returns
  • Manage department expenditures-(office supplies and equipment) Involved in Team Capacity Plan Arrangement Build whole Team AL approval process
  • Enhanced team performance by implementing efficient service delivery processes and procedures.
  • Conducted regular meetings with the team to review progress, address challenges, and align goals for successful outcomes.
  • Established and maintained a culture of excellence within the team, setting high expectations for performance and accountability.
  • Evaluated employee performance regularly, providing constructive feedback and support for professional growth.

QUALITY & KNOWLEDGE TRAINER

DH SSC SDN BHD
04.2020 - 11.2020
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Monitored participant workflow and behaviors throughout training process.
  • Developed customized training materials for various industries, ensuring relevance to the target audience.
  • Increased employee satisfaction by introducing flexible learning options such as self-paced courses and remote workshops.
  • Enhanced trainee engagement through interactive workshops and hands-on activities.
  • Prepared and presented supplementary learning material to support structured lessons.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Mentored new hires, resulting in stronger staff development and increased productivity.

Partner Service Executive

DH SSC SDN BHD (foodpanda Malaysia)
9 2016 - 4 2020
  • As an agent in partners service from foodpanda Malaysia Sdn Bhd who able to serve Taiwan and Hong Kong market's consumer
  • Achieved high-quality service by adhering to company policies and procedures during each interaction.
  • Maintained a thorough knowledge of products and services to provide accurate information to customers.
  • Responded proactively and positively to rapid change.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
  • Reduced call resolution time through efficient problem-solving and communication skills.

Education

Some College (No Degree) - Public Relation

Tunku Abdul Rahman University of Management And Technology (TARUC)
Kuala Lumpur,Malaysia
04.2001 - 05.2019

Secondary High School - Account And Economic Class

Confucian Private Secondary School
Kuala Lumpur, Malaysia
01.2013 - 05.2017

Skills

Emergency Response

Team building

Verbal and written communication

Performance Evaluation

Decision-Making

Hiring and Training

Interpersonal Relations

Team Leadership

Workforce Management

Team Development

Work Planning and Prioritization

Customer Relationship Management (CRM)

Analytical Thinking

Project Planning

Performance Management

Stakeholder Relationship

Certification

Project Management Foundations

Accomplishments

  • Awarded Best Team Leader award (2020)
  • Awarded Leader of quarter (2023)
  • Supervised team of 60(Max) staff members.
  • Completed multiple migration project
  • Completed Emotional Intelligent course
  • Completed Managing Dynamic course
  • Completed Six Sigma course (Yellow Belt)

Timeline

Performance Lead, Partner Service (Internal Opportunities)

DH SSC SDN BHD
12.2022 - Current

Partner Service Team Leader (Internal Opportunities)

DH SSC SDN BHD
11.2020 - 06.2022

QUALITY & KNOWLEDGE TRAINER

DH SSC SDN BHD
04.2020 - 11.2020

Secondary High School - Account And Economic Class

Confucian Private Secondary School
01.2013 - 05.2017

Some College (No Degree) - Public Relation

Tunku Abdul Rahman University of Management And Technology (TARUC)
04.2001 - 05.2019

Partner Service Executive

DH SSC SDN BHD (foodpanda Malaysia)
9 2016 - 4 2020
YEH JUEN YANBPO - Performance Leads