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
undefinedCertification
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
Project Management Foundations
Agile Crash Course: Agile Project Management
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