HUNG YU CHENG
Brisbane,Runcorn
Summary
Experienced support team member with an earnest and upbeat nature. Detail-oriented and organized multitasker with good communication strengths and demonstrated talent for handling dynamic and demanding needs. Competent in safety and trust industry and support of desktop applications.
Overview
7
7
years of professional experience
Work History
QUALITY AND SUPPORT ANALYST
TDCX
Singapore
01.2022 - 01.2024
- Conducted audits within deadlines and provided comprehensive agent performance reports - Identified and categorized agent errors through root cause analysis and used data to understand team needs - Assisted in delivering biweekly score reports to clients and clarified quality metrics issues in presentations - Supported team leaders in coaching activities to help individual or team performance improvement - Led weekly staff training and biweekly policy update sessions
[MARKET SUBJECT MATTER EXPERT]
TDCX
01.2021 - 01.2022
- Consolidating the issues raised by the team POCs and presenting them as a briefing report to the team Agents. - Discuss with the Quality team how to improve the team's performance and provide weekly internal training sessions for the team. - Providing daily floor support to resolve the difficulties encountered by the Agents.
[CONTENT MODERATION SPECIALIST]
TDCX
01.2018 - 01.2021
- I joined TDCX's Content Moderation project in 2018 as an agent
- During my tenure, I was recognized as a Top Performer and selected as the Point of Contact for the team to compile questions and discuss solutions with the management team.
Auxiliary Police Officer
Certis
Singapore
09.2017 - 10.2018
- Maintained updated records on criminal activity in assigned area.
- Assisted local police in emergency response situations.
- Observed, reported, and documented violations of law or policy.
- Responded to calls for service from the public.
- Provided training sessions to new officers on safety protocols.
School Catering Hygienist
Yong Siang Catering Service
Hsinchu City, Taiwan
02.2017 - 07.2017
- Cleaned and sanitized restrooms, kitchens, break rooms, locker rooms.
- Managed inventory of supplies needed for hygiene services operations.
- Disinfected surfaces using approved cleaning solutions according to safety protocols.
- Inspected areas for potential health hazards, such as mold or mildew.
- Ensured compliance with safety regulations during all hygiene service tasks.
- Reviewed existing policies related to school lunches or workplace cafeteria menus for compliance with established standards.
- Calculated nutritional requirements to assess adequacy of diet and nutrition support.
Education
BACHELOR OF SCIENCE - Food And Nutrition
PROVIDENCE UNIVERSITY
Taichung, Taiwan01.2016
Skills
- Teamwork
- Preventive Action
- Enforcement
- Communications
- Data Analysis
- Food Safety
- Hazard Analysis And Critical Control Points (HACCP)
Languages
- Mandarin
- English
Timeline
QUALITY AND SUPPORT ANALYST
TDCX
01.2022 - 01.2024
[MARKET SUBJECT MATTER EXPERT]
TDCX
01.2021 - 01.2022
[CONTENT MODERATION SPECIALIST]
TDCX
01.2018 - 01.2021
Auxiliary Police Officer
Certis
09.2017 - 10.2018
School Catering Hygienist
Yong Siang Catering Service
02.2017 - 07.2017
BACHELOR OF SCIENCE - Food And Nutrition
PROVIDENCE UNIVERSITY
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