Bryan Le

Responsibilities:
- Design and implement service strategies for contact centers, ensuring alignment with sales initiatives and growth targets.
- Build and lead a high-performing in-house service team for escalations and vendor management.
- Collaborate with BPO suppliers to ensure high performance in Tier 1 and Tier 2 teams, providing customer-centric solutions.
- Define core metrics, success factors, and guide the team to achieve optimal performance.
- Analyze performance… Hiển thị thêm

Responsibilities:
- Design and implement service strategies for contact centers, ensuring alignment with sales initiatives and growth targets.
- Build and lead a high-performing in-house service team for escalations and vendor management.
- Collaborate with BPO suppliers to ensure high performance in Tier 1 and Tier 2 teams, providing customer-centric solutions.
- Define core metrics, success factors, and guide the team to achieve optimal performance.
- Analyze performance metrics and drive reports for business reviews.
- Work closely with cross-functional teams to launch new services and enhance operational excellence.
- Partner with senior leadership on continuous improvement projects.
- Implement best practices, processes, and policies to meet customer demands and local regulations.
- Lead and manage the team to achieve cohesion and high performance.

Accomplishments:
Service Performance Improvement:
- Achieved top 1 performance in satisfaction and efficiency metrics.
Organizational Enhancement & Team Empowerment:
- Seamless BPO integration, enhancing service performance.
- Implemented team-building and cultural initiatives.
- Enhanced leadership accessibility with skip-level sessions.
- Developed and rolled out the SD VN framework with clear KPIs and OKRs.
Streamlining Service Excellence:
- Launched a QA framework for SEA, adaptable globally.
- Refined SOPs for buyer, seller, and creator support.
- Enhanced training systems with comprehensive onboarding and refreshers.
Boosting BPO Stability & Quality:
- Developed advanced training modules, elevating service standards.
- Implemented arbitration line and outbound call expansions, improving dispute resolution and customer satisfaction.
Key Projects:
- Seller Callback Initiative, Magic Workflow Implementation, and SMT Leadership.
- Developed operational and risk management initiatives.
- Revamped SOPs for local standards and inspection readiness. Hiển thị ít hơn

Responsibilities:
- Led daily operations, providing escalation support and team management.
- Coordinated with Quality Monitoring and Training for comprehensive coaching.
- Implemented policies to foster a productive work environment and recognized achievements.
- Contributed to projects involving performance metrics analysis and service readiness.
- Managed direct reports, established OKRs, and monitored progress.
- Analyzed customer satisfaction trends, implementing… Hiển thị thêm

Responsibilities:
- Led daily operations, providing escalation support and team management.
- Coordinated with Quality Monitoring and Training for comprehensive coaching.
- Implemented policies to foster a productive work environment and recognized achievements.
- Contributed to projects involving performance metrics analysis and service readiness.
- Managed direct reports, established OKRs, and monitored progress.
- Analyzed customer satisfaction trends, implementing strategies to improve results.
- Monitored staff utilization, productivity, and schedule adherence.
- Developed client relationships and responded to feedback.
- Collaborated with various teams to optimize processes.
- Maintained regular reviews with teams and stakeholders.
- Worked with Recruiting to hire top talent.

Accomplishments:
Promotion: Advanced to Country Lead for Vietnam.
Service Performance Improvement:
+ Buyer/Seller/Creator satisfaction significantly improved ~ 35%
+ First response times: Improved significantly across all categories.
- Organizational Development:
+ Established a new Customer Service team, fulfilling 100% headcount.
+ Implemented onboarding and probation processes.
+ Developed local SOP and QA specialists.
Service Foundation Enhancement:
+ Revamped QA and satisfaction analysis reports.
+ Localized taxonomy for better data analysis.
+ Enhanced training quality and standardized materials.
Operational Efficiency:
+ Set up operation guidelines and backlog clearance frameworks.
+ Supported new BPO launches and task moderation.
+ Collaborated with various teams for campaign preparations and crisis management.
Key Projects:
+ Implemented Arbitration and Appeal teams, improving satisfaction rates.
+ Launched Creator SME Project and Satisfaction Improvement Project.
+ Enhanced onboarding guidelines and initiated the Seller Appeal journey project. Hiển thị ít hơn