Joseph Tam

Meta, Singapore | Sep 2018 - Dec 2022

Program Manager, Quality Operations | Jan 2022 - Dec 2022

Devised and executed program strategy, and led a team of 3 in overseeing quality management across 3 vendors (7 sites) for the financial risk and payments business lines while constantly exceeding quality and issue resolution accuracy goals.
Managed projects on the implementation of quality measurement systems and processes.
Collaborated closely with training and learning teams in ensuring content was regularly updated with business trends and insights.
Led business transformation efforts for quality program implementations to mature incubative lines of businesses, resulting in creations of cross-function engagement models and scalable quality management processes.

Program Manager, Vendor Governance | Oct 2021 - Jan 2022

Managed vendor relationships, footprint strategy, KPI planning and implementation, and drove long-term initiatives with vendor leadership teams in alignment with Meta top-line business goals.
Revamped operational readiness approach (Utilized by over 150 internal employees) by standardizing change intake process for vendors, that saw a time-to-change reduction of 50% and improved post-change monitoring.
Initiated voice of the agent program, resulting in improved vendor performance and generation of critical business insights.
Mentored and coached 3 new-joiners over a course of 3 months and successfully onboarded them into their new roles.

Vendor Performance Manager | Sep 2018 - Oct 2021

Drove day-to-day performance of 3 vendors (7 sites) carrying out enforcement and moderation, and provision of omni-channel user support for the entire suite of Meta products and services within the financial risk, payments and commerce business lines.
Led global end-to-end strategic business-improvement projects and scaling processes with cross-functional teams to:
- Expand vendor footprint and launch workflows at new sites resulting in a ~40% transfer of demand that saw cost-savings of 4-5x.
- Conceptualize and execute an automated quality measurement system that saw 100% adoption across all workflows.
- Improve knowledge base usage by 3x through the implementation of an insights-gathering framework.
Led risk-management efforts to ensure vendors were optimally staffed during peak demand periods, resulting in improved operational flexibility through the implementation of a cross-trained workforce.
Was part of only 14 participants to have been selected and graduated from a 6-month long Manager Accelerator Program in learning the philosophies and fundamentals of people management.

Grab, Singapore | Quality Insights Analyst | Jun 2018 - Sep 2018

Managed regional quality projects to obtain marketized insights through customer feedback and worked with local training and quality teams in the implementation of improved contact-handling policy and processes.

Uber, Singapore | Regional Community Operations Specialist | May 2017 - Jun 2018

Oversaw day-to-day performance of 3 vendors (BPOs) in the provision of omni-channel user support for the Uber Eats Singapore business.
Created support policies for contact-handling processes and regularly updated knowledge bases, resulting in the increase of customer satisfaction at over 85% from 70% over 6 months.
Collaborated with city operations teams on business process implementation and improvement with insights generated from customer feedback, resulting in an overall defect rate reduction of 90%.
Responsible for the investigation and resolution of all critical and safety-related escalations.

Apple, Singapore | Senior Product Specialist & Manager Apprentice | Jul 2013 - Dec 2016

Provided end-to-end technical support for Apple users and was responsible for resolving critical escalations.
Executed customer service quality improvement projects and led new-hire training sessions on product knowledge and call-handling.
Inducted into a Team Manager Apprentice program, which led to an opportunity in managing 18 technical advisors to increase overall customer satisfaction scores by 20% and decreased handling time by 30% in just 3 months.

Institute of Banking & Finance, Singapore | Marketing Communications Executive | Jan 2013 - Jul 2013

Responsible for the generation of marketing collateral and corporate sponsorships, which led to the securing of advertorial features for event sponsors and over $100,000 in funds for the firm’s annual event.

New York University Tisch Asia, Singapore | Executive, Public Affairs and Marketing | Dec 2011 - Jan 2013

Responsible for providing marketing support in student recruitment while developing and executing public relations plans incorporating media relations and social media engagement.
Organized and coordinated VIP events for government ministries, foreign embassies and top film production companies in ensuring good relations to receive funding for the institution’s marketing activities.

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