ANNA THERESE M. CHAN

• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them specific to Quality and SLA
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Developed and implemented strategies to improve Quality accuracy together with Learning Specialists and client.

• Spearheaded the launch of VIP Outbound Sales together with Zynga VP.
• Managed all their Game play LOBs with Zynga Operations Director from Capacity planning to Launch.
• Mentored team members in developing their skills and advancing their careers within the organization.
• Streamlined operations processes together with Zynga partners and game producers to increased efficiency and enhanced customer experiences.

2019 Prime of the Site to foster Engagement and help reduce overall attrition. I work side by side with HR, Directors and our Site Director.

Promoted as Operations Manager - April 1, 2016

• Spear headed the Recruitment process for FITBIT
• Certified all FITBIT Managers for Final Interview of applicants
• Collaborated with Global Managers to optimize operational efficiency and improve overall customer experience.
• Led cross-functional teams to drive process improvements and achieve business objectives.

• Spear headed in opening a Ride sharing account
• Achievements:
• Highest CSAT Rating of 84.75% / 85% Target as compared to IBEX and OAM
• Able to handle a total of 35 agent’s on my own, while pilot was on going
• Able to collaborate with Trainer and QA coach – HOW to be consistent with CSAT and increase FCR

• Responsible for 17 team members in honing them to be future leaders. This is done by enrolling them to trainings for aspiring TLs and is being led by our Learning and Development Team.
• To further enhance coaching, I am Switch Gear and Yellow Belt Six Sigma certified.

Achievements:

• Under my span, I helped promote 2 Quality Analysts, 1 PSA, and 2 Team Managers.
• Poised to be the Top Team for 2013 and 2014

• Did first level Trouble shooting
• Responsible for sending them the correct parts to fix their Dell Computers