Regionally: Accountable for understanding, documenting, auditing and optimizing the call center core agent processes to improve operation efficiency, customer experience, and ease agent readiness.
Responsible to improve content related to business processes that contribute to a consistent and high quality end-to-end experience for Microsoft customers;
Globally: As a key member of Global Process & Systems Release team, represent as regional Process Owner, responsible to support Global Process & System design, Testing and Deployment.
Process Related Experiences:Regionally: Set up APGC CS regional Process communication framework & process control framework, established regional SOP standard and process center.
Successfully support Taiwan & APGC WPO program contact center transition, as the only on-site resource worked closely with Vender team, understanding, capture & verify tool and agent handling processes.
Globally: Works with Global process team closely, represents the region for Global process initiative and Global CS tool enhancements.
Supports tools design & deployment includes: Global Agent desktop deployment (MS developed CRM Tool) Global Agent desktop and CAP integration (CS & consumer TS Tool integration) Global Paid support system in Agent desktop (Payment system integrates with CS & TS Tool) Global Sales Lead in Agent desktop (interaction between Siebel & agent desktop system) Global Agent desktop and NGIM integration (CS & Commercial TS Tool integration)
Project Management Related Experiences:As the PM for GCR project Alchemy, leads process optimizing project base on raw data analysis and on-site observation audit, leverage six Sigma methodologies, reduce Average call handling time from 7 minutes/call to 5.5 minutes/call. Cost Saving for PRC & Taiwan – 45K USD in 5 month (Without negative impact of Customer Satisfaction)
Process Audit Related Experiences:Over 300 individual process audits have been conducted during the Agent Desktop Deployment. (Cover three Subsidiaries and 5 lines of business)
Initiate and lead the Project Alchemy process Audit at vender site located over 20 major issues; provided strong reference and recommendation to the project team.
Training Related Experiences:Conduct training for Tool readiness and Process change. Delivered more than 20 times TTT Trainings and agents Trainings during “Agent desktop deployment” & Vender migration project, covers four subsidiaries, 20 lines of business, over 200 agents.