Becky Chen is a dynamic and results-driven Team Leader in the Back Office at iSON Xperiences Ltd, a leading global customer experience management company. With over 12 years of extensive experience in the BPO industry, Becky has established herself as a pivotal force in optimizing...
Becky Chen is a dynamic and results-driven Team Leader in the Back Office at iSON Xperiences Ltd, a leading global customer experience management company. With over 12 years of extensive experience in the BPO industry, Becky has established herself as a pivotal force in optimizing call center operations and enhancing customer satisfaction. Her current role involves collecting and analyzing raw customer feedback data to calculate Net Promoter Scores (NPS), which are crucial for understanding customer loyalty and driving strategic improvements.
Becky's expertise in data analysis and business analysis allows her to prepare systematic NPS reports that provide valuable insights for management review. These reports not only highlight areas for improvement but also celebrate team successes, fostering a culture of continuous enhancement. She is dedicated to developing her team members' skills through targeted training sessions, ensuring they are equipped to meet and exceed performance goals. By instigating one-on-one meetings, Becky provides personalized feedback and support, which cultivates a collaborative environment that encourages professional growth.
Her adeptness in operational risk management and organization skills ensures that the team operates efficiently, maintaining high standards of service delivery. Becky’s commitment to tracking attendance and performance metrics further exemplifies her proactive leadership style, which is instrumental in driving revenue growth and achieving key performance indicators. Through her strategic problem-solving abilities and meticulous organization, Becky Chen continues to make significant contributions to iSON Xperiences Ltd, reinforcing the company’s reputation for excellence in customer experience management.
