Catherine So

Background

About Catherine So

Background: • Over a decade of experience in managing the Customer Experience space (Technical Support, Back of House, and Inbound/Outbound Sales accounts in the BPO industry - Health Management, Travel, Telecommunications and Games & Entertainment). • Over 5 years of experience in 100% remote work. • Managed multiple accounts with team sizes varying from 10 to (directly managed 3 accounts simultaneously). • Equipped with knowledge and experience in Recruitment, Human Resources Management processes, Training facilitation and Employee Engagement initiatives. • Ability to work with different team sizes and varied KPI's. • Additional exposure in sales, tech support and training departments from different job industries (Food Service, BPO, Retail). Accomplishments: • Setup various internal processes for the support team of a start-up company. • Drafted a Quality Assurance process for a support team from process to tools and automated reporting. • Designed, created, and implemented a support team scorecard that has the ability to consider variations in metrics, targets, and ad-hoc work of agents. • Setup a coverage forecasting tool which aided in effective capacity planning and led to increasing the 24X7 coverage of products from 11% to 45% of the entire product portfolio. • Generated 250 FTE-worth of efficiency gains through automation tools, analytics and process reengineering within 2 fiscal years (FY2016 – FY2017) • Assisted in the solution redesign of a web-based productivity tool with the ability to conduct workload allocation based on predetermined conditions, real-time management of transactions and resources, skillset-based prioritization, and reports generation • Launched the Value Innovation Team for a health account (25 Business Advisors of varying career levels, facilitated training, ideation sessions, and roadshows) • Successfully migrated 3 software brands from phone case creation to 100% online case creation.