I offer the unique combination of hands-on administration that maximizes organizational effectiveness, operations-oriented leadership that ensures efficiency and people-oriented guidance that yields productivity. I’ve done all that and much more in junior-level positions in the contact-center sector for more than 5 years, where I consistently scrutinized processes with an eye toward greater efficacy.
My track record in Contact Centre environment has helped enhance the country revenue of HSBC such as Manila, Malaysia, Australia and Hong Kong. I have consistently contributed my leadership skills in a corporate setting, while managing the creative process, motivating and empowering team members, fine-tuning staffing plans, and juggling multiple projects. I am a proficient top manager and profit-minded leader. Time and again, my initiatives have resulted in increased productivity and process efficiency, successful cost cutting projects, and winning overall customer experience.
My career accomplishments demonstrate comprehensive expertise in generating strategic reports and data analyses to propel business success, extracting and evaluating sophisticated data, and translating results into understandable terms to inform business planning and facilitate improved operations.
• Individual Scheduling for HSBC Malaysia Contact Centre – movement of associates from blocked scheduling to individual scheduling based on call volume pattern and forecast variance. This yields to $USD 42,000 annual savings.
• Optimum Occupancy for Email Support Agents – maximized occupancy of email support agents by taking inbound calls from 11:00PM to 5:00AM for HSBC Australia Contact Centre.
Over the years, I have gained these awards and recognitions in fostering commitment, team spirit, pride, trust and by living HSBC values on daily lives - open, connected and dependable.
• 100% – Team Enablement and 100% - Team Engagement – HSBC Global People Survey 2015
• Team Manager of the Month – October 2014 (Out of 72 Team Managers)
• Team Manager of the Month – November 2014 (Out of 72 Team Managers)
• Team Manager of the Month – December 2014 (Out of 72 Team Managers)
• Team Manager of the Year – 2014 (Out of 72 Team Managers)
Most recently, I have joined the Anti Money Laundering Investigation Unit as Level 2 AML Investigator. I am adept in document review, investigation coordination, and data analysis. Moreover, while my on-the-job experience has afforded me a well-rounded skill set, including first-rate communication and research abilities, I excel at:
• Working in a team environment to plan and coordinate investigations.
• Monitoring independent investigations for quality.
• Reviewing documents and data to uncover and analyze suspicious activities.
• Conducting interviews and gathering detailed information.
In addition to my experience and personal qualities, I have a solid educational foundation and a passion for uncovering fraud. I am extremely enthusiastic about bank’s focus on compliance and would welcome the opportunity to contribute to your ongoing success.
