Derrick Khor

Background

About Derrick Khor

At WorldFirst, I lead Merchant Services for the UK and EEA, where I am dedicated to delivering exceptional customer experiences and driving operational efficiency. My primary focus is on enhancing merchant engagement and satisfaction through a robust customer-first approach that ensures seamless interactions at every touchpoint. I also spearhead the development and management of a remote BPO team, ensuring scalable operations that align with our global growth initiatives. In my role, I oversee critical functions such as Change Management, Quality Assurance (QA), and Training through dotted line reporting. This oversight enables continuous process improvement, elevates service quality, and fosters team development. I work collaboratively with cross-functional stakeholders to implement best practices, optimize operational workflows, and drive sustainable growth in a dynamic, fast-paced environment. My strategic initiatives are designed to align customer support strategies with broader business objectives, enabling us to not only meet but consistently exceed merchant expectations. Previously, as Senior Team Leader for the Global & Premium Merchant Experience team at American Express, I was instrumental in delivering personalized solutions to high-net-worth clients. My leadership focused on enhancing customer relationship management (CRM) practices and ensuring that our service offerings resonated across diverse markets. Under my guidance, my team received recognition for substantial improvements in service delivery, successfully navigating complex inquiries and fostering internal partnerships to drive continuous innovation in our service techniques. My proven track record includes exceeding stakeholder expectations and achieving top scores in colleague experience surveys through strategic foresight and creative problem-solving.