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经验
Research Consultant
1月 2012 - 2月 2015 (3 年, 1 个月)
Delivering research and consultancy tasks and outputs to a high standard of quality, including written reports, data acquisition and extraction, data analysis (quantitative and qualitative), data presentation, mapping, desktop research and literature review, survey and consultation design, designing research questionnaire, in-depth qualitative interviewing (telephone and face-to-face) reporting and presentations.
Travel Operations Supervisor
1月 2010 - 1月 2012 (2 年)
monitor call and email queue, track of inbound calls, calls waiting, abandonment rate etc. and provide day to day support to Customer Support agents on the floor, calls & email QC, perform monitoring evaluation with agents on weekly and monthly basis, administer agents attendance, KPIs, paid time off, and sick leave, weekly translation for website (content and hotel description, marketing materials) from English to Bahasa Malaysia / Indonesia
Customer Management Consultant
5月 2008 - 1月 2010 (1 年, 8 个月)
designing the IVR caller experience for speech-enabled applications, creating and designing effective speech user interface including call flow, dialogues, functional logic and prompts to match the established requirements, analyzing the performance of the user interface with regards to metrics and caller experience and recommend specific changes to improve client satisfaction and transaction completion, translate documents or prompts from English to Bahasa Malaysia / Indonesia
教育
Bachelor of Economics (Hons)
(4 年)
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