PRINCESS ANNE WONG

• Manages all the operational requirements related to assigned internal CS partner team; ensures all aspects are executed successfully.
• Acts as an extension of the assigned partner team; collaborating on client-specific projects, and maintaining regular touch base meetings with each partner CSM.
• Acts as point of contact for segment operational concerns or issues.
• Develops strong working relationships with internal teams for the purpose of continuous process and product improvement in support of efficient and accurate business transactions.
• Provides project management for partner team initiatives and communicates clearly around progress ensuring timely delivery of operational solutions.

Other Duties

• Maintains advanced knowledge of technology, software, integration, business models, and processes utilized across the entire Customer Success department.
• Defines, documents, executes, trains and maintains operational SOPs.
• Ability to educate and communicate internally acceptable data points required for systematic processes, the importance of process elements, and how they translate to the end-user experience.

• Expertly managed seven key departments: Technical, Finance, Quality Control, Assurance, Sales/Lead Generation, Customer Service, and Training team performance to meet and exceed target objectives.
• Skillfully coordinated the creation of comprehensive daily, weekly, and monthly reports to track departmental progress and inform strategic decision-making.
• Conducted regular performance reviews to monitor the progress of individual employees.

• Develop and implement quality assurance policies and procedures to ensure product quality meets regulatory requirements and customer expectations
• Establish and maintain quality control standards and metrics to monitor product performance and identify areas for improvement
• Conduct regular audits and inspections to assess compliance with quality standards and regulations
• Collaborate with cross-functional teams to resolve quality issues and implement corrective and preventive actions
• Stay updated on industry trends and best practices in quality assurance to improve processes continuously
• Design, develop, and deliver comprehensive employee training programs across various departments, including new hire orientation, job-specific training, and continuous skill development
• Create training materials, manuals, and multimedia presentations to support training initiatives
• Coordinate and schedule training sessions, workshops, and seminars, ensuring alignment with business objectives and employee development plans
• Evaluate the effectiveness of training programs through assessments, feedback, and performance metrics, and make adjustments as needed
• Led a team of QA and training professionals, providing guidance, support, and mentorship to foster a culture of excellence and continuous improvement
• Serve as a subject matter expert on quality assurance and training matters, providing guidance and support to cross-functional teams as needed
• Foster a collaborative, inclusive work environment that encourages teamwork, open communication, and knowledge sharing

• Lead and motivate project teams, assigning tasks, and ensuring team members understand their roles and responsibilities
• Foster a collaborative and positive team environment to enhance productivity and innovation
• Implement and maintain quality control measures throughout the research process
• Oversee data collection, analysis, and reporting to ensure accuracy and reliability