Summary
Overview
Work History
Education
Skills
Languages
Interests
Quote
Accomplishments
Timeline
CustomerServiceRepresentative
Elayne Choy

Elayne Choy

Senior Operations Executive
Petaling Jaya

Summary

Experienced and dedicated Senior Operations Executive with a demonstrated history of working in the internet industry for 10 years and involve in various process improvements and product launch projects. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements with Lean Six Sigma GreenBelt exam completed.

Overview

3
3
Languages
2
2
years of post-secondary education
15
15
years of professional experience

Work History

Senior Distributor Service Representative

Nu Skin Malaysia
2007-03 - 2012-09
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Processed, scheduled and executed customer orders for new and established customers.

Online Marketer

Self Employed
2013-01 - 2017-09
  • Created and managed landing pages for products.
  • Collected and analyzed data to improve strategies.
  • Built, implemented and updated effective SEO strategies.
  • Helped clients develop website portals and social media pages to promote businesses.
  • Developed paid client ads for use on diverse social media platforms, achieving average of 1000 visits per ad.

VIP Ambassador Shift Leader

Star Cruises
2015-03 - 2016-08
  • Supported guest satisfaction and loyalty through prompt customer service.
  • Counted cash and casino chips to accurately reconcile transaction reports.
  • Verified over $500K of cash and credit payments daily.
  • Completed casino cage transactions, including redeeming or purchasing chips on behalf of VIP customers.
  • Complied with casino policies and protocols to maintain transaction accuracy, efficiency and security.
  • Oversaw casino floor activity to foster efficient service and maintain guest safety.
  • Developed team communications and information for VIP guest meetings.
  • Supervised the work quality and protocol adherence of a team of 15 members.

Customer Care Representative

StoreHub
2017-03 - 2017-12
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Have a track record of 96% Customer satisfaction ratings by solving problems promptly and to customer expectations.
  • Coordinated timely responses to customers and resolved complex issues.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Assisted Customer Service Manager in developing internal processes and SOP.
  • Acted as training subject matter expert in ChargeBee, Zendesk, Xero, Intercom and company's product.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Assessed skill gaps for Care team and developed trainings to meet identified need.
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.

Senior Operations Executive

StoreHub
2018-01 - Current
  • Been in Operations team for over 2 years handling the tasks of a Project Manager and managing various projects from creating processes for new product launch to phase out.
  • Developed and initiated projects, including managing costs, schedule and performance.
  • Identified plans and resources required to meet project goals and objectives by setting realistic timelines and checkpoints.
  • Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
  • Developed executive presentations and reports to facilitate project evaluation and process improvement.
  • Developing project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility.
  • Achieved project deadlines by coordinating with internal departments and third party vendors.
  • Reduced expenditures by effectively negotiating vendor and service contracts to drive savings.
  • Performed root cause analysis in deficient areas to identify and resolve central issues.
  • Handling process improvements for Customer Care and Customer Success team.
  • Arranged for and rolled out Customer Experience-related projects and programs that supported company's vision.
  • Created and implemented strategies for improving operational efficiency and accuracy.
  • Reviewed and assessed ongoing operations, developing initiatives for continuous process improvement.
  • Overseeing customer experience related initiatives such as onboarding process, welcome kit, unboxing experience and NPS score.
  • Create and maintain comprehensive project documentation.

Education

Diploma - Business Studies

DISTED College
2005-01 - 2007-03

Skills

Planning

Experience in financial projections

Project planning and development

Process mapping

Microsoft Office

Problem-solving

Process improvement

Languages

Mandarin

English

Malay

Interests

Travelling

Cycling

Reading

Quote

The way to get started is to quit talking and begin doing.
Walt Disney

Accomplishments

    Key Accounts Management:

    Aug 2020 - Oct 2020

  • Created a complete process for high profile accounts in 2 months from identifying qualified criteria, customer onboarding, relationship management, performing Quarterly Business Review to churn management.
  • Tasks are automated for Key Account Managers and minimized manual work by by 80%.
  • Revamping Customer Onboarding Process

    Jul 2020 - Sep2020

  • Standardized timeline and processes for POS and Beep Delivery onboarding.
  • Onboarding time is shortened from 30 days to 14 days.
  • Merchant activation time is shortened from 90 days to 30 days.
  • Minimized unidentified and orphanage accounts by 50%.
  • Zendesk Knowledge Base Revamp

    Mar 2020 - Jun 2020

  • Revamped entire knowledge base by having proper tagging by category, country & subject.
  • Over 500 articles revamped and 150 articles translated in Thai, all with 100% completion.
  • Page visit increase by 40% in Thai market.
  • 15% more customers rated the articles as "Useful".
  • Customer Welcome Campaign

    Jan 2020 - Mar 2020

  • Saved the company RM50,000 over a year by implementing a successful productivity improvement plan.
  • Outsourced the packing process to third party vendor and eliminate Operations Executives and admins having to spend 2 working days a week on packing the items.

Timeline

Senior Operations Executive

StoreHub
2018-01 - Current

Customer Care Representative

StoreHub
2017-03 - 2017-12

VIP Ambassador Shift Leader

Star Cruises
2015-03 - 2016-08

Online Marketer

Self Employed
2013-01 - 2017-09

Senior Distributor Service Representative

Nu Skin Malaysia
2007-03 - 2012-09

Diploma - Business Studies

DISTED College
2005-01 - 2007-03
Elayne ChoySenior Operations Executive