Desshinta Esther Daniel
Selangor
Summary
Versatile People Leader with background successfully executing diverse project tasks to meet deadlines. Excel in collaboration for optimal expectation management and partnership. Enthusiastic problem solver and talented team player with planning and decision-making skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Engagement Network Team Leader
American Express (Malaysia) SDN BHD
Kuala Lumpur, Malaysia
10.2019 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Orchestrated projects within strict timeframes by working closely with leaders and project partners from kick-off through production to attain G2 for both RTF & CFR.
- Maintained open communication by presenting regular updates on project scope, progress and results to key stakeholders.
- Created and implemented forward-thinking initiatives to improve employee engagement within KL USCEN inspired 88% result in CES.
Senior Complaint Management Analyst
PayPal Services Malaysia SDN BHD
Petaling Jaya, Malaysia
01.2018 - 04.2019
- Managed regulatory complaints team in activities associated with resolution of customer complaints received by local and international regulators with Priority 1 service level and first response in 4 hours.
- Managed, mentored and developed team in delivering best-in-class escalated complaint resolutions and improved customer satisfaction by 25%.
- Worked with stakeholders to help create and revise customer complaint monitoring, manage training and enforce policies and procedures.
- Established and strengthen collaborative relationship with with product owners, production leaders and business partners to review post-incident management and developed process improvement.
Senior Social Media Specialist
PayPal Services Malaysia SDN BHD
Petaling Jaya, Malaysia
09.2015 - 01.2018
- Summarize insight on conversation to create actionable operational reports that lead to 65% optimization and efficiency in performance and report to key stakeholder to ensure optimal customer satisfaction, retention and brand awareness.
- Drafted and roll out internal audit and controls guidance policy to govern privacy policy.
- Oversaw, coached and trained new employees through buddy system, role play by sharing industry Social Media Regulation and Policy with enhance and improvised training module catering for different servicing regions.
Interim Training Instructor
PayPal Malaysia Services SDN. BHD
Petaling Jaya , Malaysia
01.2014 - 06.2017
- Supported Regional Learning & Development Team, with Risk and Customer Service training from 2014-2016; created reports and provided administrative support of training systems and databases such as Oracle, and SharePoint.
- Evaluated training needs and developed appropriate class offerings to close performance gap.
- Created curricula, instructions, documents and written tests for various types of training courses to align with new learning trend and improve CSAT & NPS.
Risk Operational Appeal Specialist
PayPal Malaysia Services SDN. BHD
Petaling Jaya, Malaysia
06.2012 - 09.2015
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Collaborated with inter-department to discuss fraud trends and brainstorm methods to combat fraud trend and continue to improve broken process to reduce loss with 2.5% from 2012 - 2015.
- Designed, built and maintained risk knowledge database to enhance customer experience and increase team efficiency rate.
Senior Customer Service Executive
PayPal Malaysia Services SDN. BHD
, Malaysia
08.2011 - 06.2012
- Delivered exceptional customer service to APAC region PayPal consumer and merchant by leveraging extensive product knowledge whilst creating welcoming and positive experiences through phone and email
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Education
Diploma - Project Managmenet
International Business Management
Berlin, Germany 2019
GED -
Brickfields Asia College
Malaysia2008
Skills
- Collaboration & Project Management
- Analytical and Problem-Solving Skills
- Effective Communication Skills
- Presentation ability
- MS Office
- AMEX Internal Tools
Accomplishments
- Tiered up 5 CCP to Academy with successful Value Generation Coaching by 2021 and 4 CCP in 2022.
- Streamlined an effective system issue reporting flow and collaborated various technology team to reduce KL USCEN system issue hours to 4% in 2021 and another 2% reduction in 2022.
- Used Microsoft Excel to develop inventory tracking spreadsheets to track deployment of AMEX peripherals when WFH kick started in March 2020.
- Increased Complaint Management team productivity by 25% with adding new workflow and training which gained improvement in overall service level and team productivity in 3 months.
- Collaborated with key stakeholder to develop SOPs in handing complaint management for various market in APAC.
- Recommended and implemented changes to complaint management team quality and compliance program with findings from customer experience improvement initiatives and in-cooperated best practices.
- Designed new social media script that was positively received by customer's that it was implemented to the social media team globally by 2018.
- Increased consumer engagement through social media channels by 85% and led a the team to receive a distinguished award from Contact Center Association of Malaysia for 2 consecutive years for 'BEST SOCIAL MEDIA TEAM' (Gold 2016 & Silver 2017).
- Identified mentors to coach new hires for both customer service and risk group within IN,MY and PH sites and provided guidance through "Mentor Training" with successful upskill rate of 92%
- Revamped and Redesigned risk training module to increase effectiveness by 40% and reduce error rate by 15% within span of 6 months.
- Designed and develop "Nesting Plan" that allows agents to continue the learning curve in the fast paced environment before moving to operations; which helped to integrate to operation seamlessly.
Certification
- Customer Service Manager Training - Managing Customer Contact Center, Building Customer Loyalty, Winning Back Lost Customer, Using Customer Survey to Improve Service (2019)
- Certified Train the Trainer (2016)
- Leading Customer Centric Culture - 2016
- Communication Foundation - 2013
Timeline
Customer Engagement Network Team Leader
American Express (Malaysia) SDN BHD
10.2019 - Current
Senior Complaint Management Analyst
PayPal Services Malaysia SDN BHD
01.2018 - 04.2019
Senior Social Media Specialist
PayPal Services Malaysia SDN BHD
09.2015 - 01.2018
Interim Training Instructor
PayPal Malaysia Services SDN. BHD
01.2014 - 06.2017
Risk Operational Appeal Specialist
PayPal Malaysia Services SDN. BHD
06.2012 - 09.2015
Senior Customer Service Executive
PayPal Malaysia Services SDN. BHD
08.2011 - 06.2012
Diploma - Project Managmenet
International Business Management
GED -
Brickfields Asia College