MAVIS ZHENG

• Spearheaded process re-engineering efforts that led to significant reductions in overhead costs without compromising quality or safety standards.

- Re-engineered workflows, reducing case processing time by 31% (from 412 to 284 minutes)

• Streamlined operations by implementing efficient processes and workflows, leading to increased productivity.

- Identified and consolidated pain points in account opening processes, standardizing procedures with business partners

• Instituted quality control measures to reduce errors and maintain high standards of service delivery.

- Shared practical experience as a case manager with the team, answer questions from team members, as well as improving the team's working atmosphere and cohesion

- Regularly arrange senior colleagues and top performers to share work experience and tips to the team, and Quality Assurance Team to host Quality Hour to explain common errors and rare cases

- Assign senior colleagues to the developing colleagues, to help them improve efficiency and quality one-on-one, so as to provide them with timely help and answer their questions

• Analyzed operational data to identify trends, driving strategic decisions for resource allocation.

- Analyzed the working hours and calculated maximum capacity of RPA (Robotic Processing Automation), and adjust the work steps based on the actual working hours of colleagues to maximize RPA's usage during colleagues' non office hours at night and reduce daytime waiting time

• Introduced innovative technologies to modernize operations, resulting in enhanced productivity and streamlined processes.

- Embedded RPA (Robotic Process Automation) into workflows, reducing manual effort and repair rates by 17% (53% → 36%)

• Lead hiring, onboarding and training of new hires to fulfill business requirements.

- Completed the screening of more than 2,000 candidates' resumes, arranged interviews, selected suitable candidates for the recruitment positions, and successfully onboarded over 280 high-quality new joiners within 2 years, solving the resource shortage problem caused by business growth for department

• Handled high-volume customer inquiries with professionalism and efficiency.

• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.

• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.

• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

- Converted customer complaints into positive feedback through effective resolution