May Lynn Tan
E-| M:- | Malabon City
Linkedin: @https://www.linkedin.com/in/may-lynn-tan-86a395117/
CUSTOMER EXPERIENCE MANAGEMENT
An Experienced leader in Customer Experience Operations with a demonstrated history of working in the Outsourcing/Offshoring industry.
Skilled in Coaching, Performance Management, Process Improvement, Analytics, Hiring, HR policies, and People Management.
Excellent in driving results in Quality and Customer Satisfaction with proven excellent oral and written communication skills.
PROFESSIONAL EXPERIENCE
Freelance Writer
Jan 2019 – Present
Research and Creation of SEO driven content for dog, technology and men’s lifestyle niche.
Convergys
Team Leader
Financial Account in Convergys Quezon City
Oct 2016 – Sep 2018
Launched new Financial account in Eton Centris
Top Team Lead and Top Team awardee
Compliance Lead
Oct 2015- Sept 2016
Ensured completion of Client and Convergys trainings and online courses.
Ensured disciplinary actions were issued to agents and team leaders who have violated the code of conduct.
Ensured client escalations were responded to on time.
Ensured that the site is audit ready by conducting random spot checks.
Voice of Customer (CSAT) Metric Champion.
Escalations and Subject Matter Expert Team Leader
Team Leader
Sales and Technical support account in Convergys Megamall
Sep 2012 – Sep 2016
First Call Resolution (FCR) bootcamp lead
Created the Team Leader onboarding program
Partnered with Training on improving transition process.
Promoted Floor assistants, trainers and team lead trainees.
Transition Unit Manager
Dec 2010 – Aug 2012
Financial account in Makati
Created the transition process from scratch and had it approved by US clients.
Unit Manager Mentor
Top Team Leader and Top team.
Team Unit Manager
Nov 2009 – Aug 2012
Top Team Lead and Top team
Cluster CSAT POC
Promoted Floor assistants, trainers and team lead trainees.
Fraud Analyst
Apr 2007 – Oct 2009
Analyzing cases of fraud on its earliest stage and working with different departments to resolve the issue
Education
2009- Diploma in Personal Entrepreneurial Development
University of the Philippines Open University
-- University of Santo Tomas
Bachelor of Arts in Journalism
*References will be available upon request
Others:
Social Media Manager
July 2018- Present
The Feast Quezon City (Church)
Create online content daily for online viewers which includes graphics layout, writing captions, uploading engaging content.
Create promotional materials for events such as concerts, fund raising events, retreats and recollection.
Responding to online inquiries
Coordinate with appropriate stakeholders on events organization.
Edit articles for bulletin printing
Sun Life Financial Advisor
February 2019- Present
