Customer Service Experience
Resume:
Personal Info
Wack Wack Greenhills East,
Mandaluyong City,
Philippines
********@*****.***
https://www.linkedin.com/i
n/aiivychua/
Competencies
Interpersonal Skills
Service Delivery
Customer Relationship
Management
Strategic Thinking
Leadership
Languages
English
Filipino
Japanese
Spanish
Ivy Chua
Results-driven Customer Experience Leader/Operations Manager with over 8 years of experience in managing and enhancing customer service operations across diverse industries. Proven track record in leading cross-functional teams and achieving exceptional customer satisfaction through strategic planning, data-driven insights, and e ective communication. Skilled in improving brand reputation, increasing customer retention, and fostering a collaborative work environment that empowers employees and promotes professional growth. Recognized for strong leadership, adaptability, and the ability to navigate complex challenges while building trust and rapport with stakeholders at all levels.
Pro le
Work Experience
Customer Experience Manager - Lead, EMAPTA VERSATILE SERVICES
August 2019 - October 2024
Team Management & Cross-Cultural and Cross-Time-Zone Communication: Led a team of 10 managers. I developed strategic initiatives to improve team performance, optimize work ows, and ensure the highest customer service
standards were met consistently. Demonstrated adaptability in managing diverse teams, ensuring seamless operations and strong team synergy. Facilitated collaboration across departments to optimize the customer journey, creating a cohesive experience that was both e cient and enjoyable for clients.
Customer Service Focus and Risk Awareness: Maintained a strong customer service focus and risk-awareness mindset, crucial in handling high-stakes client accounts. By leveraging problem-solving skills, I e ectively mitigated escalations and acted as a second-level escalation point for enterprise clients, building trust and credibility. Independent and Collaborative Leadership: Proactively fostered a growth-oriented and collaborative team culture, encouraging adaptability and autonomy among team
members. This approach enabled us to exceed SLAs and maintain high customer satisfaction, even in a fast-paced, challenging environment.
Agile Methodology: Experienced in coaching team members using Agile principles at techniques to enhance
responsiveness and meet rapidly changing business
demands. I coordinated projects that directly impacted our customer journey, utilizing these skills to meet evolving needs e ectively.
Brand Reputation and Client Trust: Consistently elevated brand reputation by delivering exceptional support services, which earned I accolades from both internal stakeholders and external reviewers. This commitment to quality strengthened trust with clients and solidi ed the brand’s reputation in the market.
Customer Retention and Targeted Outreach: Strategically increased customer retention rates through targeted outreach initiatives, fostering strong client relationships and boosting loyalty. These tailored programs provided personalized engagement that directly addressed clients' needs, driving long-term retention.
Customer Experience Strategy and Market Competitiveness: Developed and executed comprehensive CX strategies aligned with organizational goals, ensuring the brand's competitiveness and commitment to innovation. This approach enabled the team to anticipate market shifts and maintain relevance in a dynamic industry.
Data-Driven Insights and Continuous Improvement:
Leveraged data analytics to inform decision-making and implement continuous CX enhancements, driving
measurable growth and performance excellence. This data- driven approach allowed the team to proactively address areas for improvement and meet performance targets consistently.
Performance Evaluation and Constructive Feedback:
Conducted regular performance evaluations, o ering constructive feedback that empowered team members to develop professionally. This emphasis on growth
opportunities contributed to a positive, results-oriented work culture.
Industry Awareness and Best Practices: Monitored industry trends to ensure that the team remains at the forefront of best practices in customer service. This proactive approach helped the team stay innovative and continually improve service standards.
Trusted Advisor and Escalation Point: Acted as a reliable advisor and second-level escalation contact for enterprise clients, providing strategic guidance that addressed client objectives and deepened their trust in our services. O shore Operations Management for Enterprise Clients: Led the o shore operations for both Establish and Enterprise clients, overseeing the strategic planning and resource allocation necessary to achieve business objectives and ful ll SLAs. Ensured e ective implementation of business goals through careful coordination of resources, precise execution of deliverables, and diligent adherence to timelines, fostering a high-performance service
environment.
Cross-Departmental Collaboration and Client Requirements: Collaborated closely with HR, IT, Finance, and Management teams to ensure thorough understanding of client needs, service expectations, and deliverable timelines. Took ownership of client success by aligning internal resources and e ectively addressing sta ng requirements, meeting clients' objectives, and exceeding expectations.
Client Meetings and Business Landscape Analysis:
Conducted regular meetings with clients to maintain up-to- date knowledge of their evolving business landscapes, demands, and challenges. This proactive approach enabled tailored solutions and responsiveness to industry shifts, reinforcing strong client relationships and trust.
**Lead Quality Analyst & Remote Trainer (August 2019 - March 2021)
Quality Assurance Leadership: Spearheaded quality
assurance initiatives to uphold company standards and meet client requirements across diverse projects within the Business Process Outsourcing (BPO) domain. Ensured consistent adherence to quality benchmarks and enhanced client satisfaction through rigorous QA processes. Team Leadership and Performance Audits: Led a team of quality assurance analysts, overseeing regular audits and performance assessments to identify improvement areas. Provided actionable feedback and targeted coaching, which signi cantly boosted agent productivity and service quality. Collaboration with Client Operations and Stakeholders: Maintained close collaboration with client partner operations managers and key stakeholders, working
together to de ne quality metrics, set performance benchmarks, and ensure alignment with client objectives. This partnership approach supported both service
excellence and compliance with client expectations. Remote Training and Development: Conducted virtual training sessions to onboard new hires, update policies, and facilitate ongoing skills' development, ensuring that remote teams were equipped to deliver high-quality service. Continuous Improvement and Innovation: Proactively sought opportunities to streamline quality assurance processes, re ne training materials, and leverage technology to optimize training delivery. This commitment to continuous improvement fostered innovation in service delivery and ensured that QA standards evolved with industry best practices.
Quality Assurance Analyst Supervisor for Centralized Quality Team, Sykes Enterprise Inc
March 2016 - March 2019
Quality Service Delivery and Client Communication: Supported client relationship management by ensuring high-quality service delivery that met speci c client expectations. Maintained direct communication with assigned clients, proactively addressing their quality requirements and fostering strong, trust-based
relationships.
Regulatory Compliance and Procedural Monitoring:
Conducted timely procedural monitoring to ensure strict compliance with regulatory, legal, and company policies. This diligence supported business operations across assigned markets and mitigated potential compliance risks. Collaborative Compliance and Process Improvement: Actively engaged in brainstorming and calibration sessions with clients to identify gaps in compliance, policy, procedures, case actions, and system processes. Contributed to process mapping, risk assessments, and internal audits, enhancing the organization’s adherence to standards.
Solution Development and Cross-Functional Collaboration: Partnered with peers and business stakeholders to develop targeted solutions addressing identi ed gaps. This collaborative approach facilitated e ective improvements, supporting both operational e ciency and client
satisfaction.
Learning & Development Trainer, TELSTRA
May 2014 - February 2016
Business Communication and Relationship Training:
Delivered training programs focused on the art of business communication and relationship-building, empowering individuals and groups to develop e ective interpersonal skills. These sessions enabled participants to engage in positive and productive interactions, enhancing client and team dynamics.
Quality Analyst, AMAZON
January 2014 - April 2014
Quality Assurance and Performance Metrics: Established and maintained consistency in the quality of customer service by setting up robust call monitoring systems. Evaluated and analyzed critical performance behaviors of agents to ensure alignment with company standards and de ned clear metrics for success.
RESIDENT CLUB DJ, Clubs/Bars in Philippines
2010 - 2016
Performances: Delivered dynamic performances across prestigious venues in Malaysia, Hong Kong, Shanghai, Singapore, Manila, Belgium, and Croatia.
Resident DJ at Millennium Wuxi Hotel and Paramount Club, Shanghai: One of the resident DJ at Eleven 98 Bar in the renowned Millennium Wuxi Hotel, and at Paramount Club in Shanghai, consistently providing genre-spanning sets that kept patrons engaged and entertained.
Collaboration with Event Organizers and Club Management: Worked closely with event organizers and club management to ensure seamless performance execution, adapting to the unique preferences of each venue’s audience and
enhancing the overall event experience.
Professional Dancer & Performer, Currently - Honorary Member, WHIPLASH DANCE COMPANY & PERFORMING ARTS
April 2002 - February 2014
Diverse Performance Experience: Performed in a variety of local and international shows, including concerts, television appearances, theater and stage productions, and TV commercials.
Multi-Disciplinary Roles: Performed in productions that required versatility, incorporating singing and acting alongside dance to meet diverse performance demands across theater, stage, and TV.
Continuous Skill Development: Diligently practiced and studied dance and acting moves as needed for each role, demonstrating commitment to continuous improvement and excellence.
Commitment to Diversity and Inclusion: Embraced diversity and inclusion as core values, prioritizing accessible, supportive progression in dance for all participants. Ground Crew Charter Flight O cer & Interpreter, MIASCOR HOLDINGS INC
November 1999 - November 2000
VIP Client Service Excellence: Delivered high-quality customer service and exceptional handling for VIP clients, ensuring their unique needs were met with professionalism and attention to detail.
E cient Work Execution and Team Coordination: Managed and executed assigned tasks within the speci ed timelines, coordinating with ground teams and ight support to uphold service standards and ensure seamless operations. Implemented strategies to foster client loyalty by enhancing the quality of service provided, contributing to long-term client relationships and satisfaction.
Certi cates
Green Belt Six Sigma
August 2024 - Present
ISO 27001 and ISO 27701 Compliance: For Managers
June 2024
HIPAA Awareness Training
May 2024
Occupational First Aid and Basic Life Support Training August 2021 - September 2024
The Fundamentals of Data Privacy
June 2023
Emotional Intelligence and Leadership
May 2023
Anti-Modern Slavery Policy & Procedure
March 2022
Business Writing course
February 2022
P.O.L.C. (Planning, Organizing, Leading & Controlling) Framework September 2019
Education
MBA, Atlanta College of Liberal Arts & Sciences
August 2024 - Present
Distance Learning
Foreign Language & Culture, Lyceum of Makati
March 2021
Liberal Arts in Humanities, Komozawa University Int'l 1999
High School Diploma, Institute of the Orient
1994
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