Janice Tan

Background

About Janice Tan

Dynamic and meticulous Project Manager with over 15 years’ experience in the IT industry. Extensive experience in project and escalation management. Key expertise in data analysis to root cause issues reported and work closely with relevant teams for resolution to address customers’ concern. Good reputation for problems solving skills, improving customer experience, and driving process improvements. Ability to work well with stakeholders and cross-functional teams across all regions. Key Achievement- Proactively driven several process changes with global cross-functional teams and stakeholders, resulting in reduction of case volume, improving customer buying experience and achieving APJ team's metric goal of more than 95% of requests met SLA. Performed governance roles in approving or rejecting users request for Sales tools access, ensuring that Dell’s policies and regulatory requirements are enforced. Assist to follow-up closely with correct approvers whenever system failed to auto-route to the authorized approver, ensuring requestors were updated on request status and request can be completed within SLA. Managed end-to-end customer’s quality escalation with proper closure, minimizing cost of customer dissatisfaction by providing a listening ear and attention to details with a sense of urgency. Data deep-dived to analyze performance trending and prepared relevant power-point slides for QBR presentation for APJ CQM team or Account managers based on regions. Led sustaining project for customer reporting solutions and automate APJ customer quality reporting. Conducted hardware training for key customers’ IT helpdesk as well as training for internal APJ users on using automated Customer Quality reporting. Metrics oriented - monitored closely and led team to meet planned goals for all quarters. Performed on-site troubleshooting to understand customer's pain point, filtering out genuine hardware issues, reducing warranty cost and improving customer's experience.