CHRISTOPHER ALLAN DEE Parkview Serviced Apartment, Kuala Lumpur, Malaysia • +60 11 2427 1811 • cadee0613@gmail.com PROFESSIONAL SUMMARY Experienced Quality Assurance professional with over 20 years in customer service, content moderation, and leading process improvement for a BPO in the Philippines. Proven track record managing teams, leading calibrations, acting as a client managing a BPO operations site in Davao, Philippines, and building an outbound call process as a Point of Contact (POC) for a BPO in Malaysia. Skilled in designing quality monitoring frameworks, scorecards, and KPIs to optimize service delivery using Six Sigma Green Belt methodologies to elevate customer experience standards. KEY SKILLS Quality Assurance & Compliance Content Moderation & Policy Evaluation Calibration & Process Auditing Scorecards, KPIs & Performance Standards 15 years in customer service in a BPO setting Coaching, Mentoring & Employee Development Six Sigma Methodologies (DMAIC, Root Cause Analysis) Retail Banking, Lending & Telecommunications Accounts Cross-functional Team Leadership across different stakeholders Fluent in English & Filipino PROFESSIONAL EXPERIENCE In-house Quality Assurance (Philippine Market) – Bytedance Precision October 2020 – Present Successfully managed a BPO operations site in Davao, Philippines, ensuring overall quality service delivery. Directly led and managed diverse team structures, with reports including Quality Managers, Team Leads, QA Specialists, and Content Moderators. Acted as final decision-maker in content moderation, ensuring compliance with internal and regional standards. Led scheduled calibrations across Philippine teams to maintain consistency and accuracy. Collaborated with QA and operations teams across Malaysia and APAC to align quality benchmarks, scorecards, and performance standards. Conducted language evaluations for Filipino applicants to ensure linguistic and cultural fit. Spearheaded special projects and quality monitoring initiatives aimed at improving regional QA performance and operational efficiency. • • • • • • • • • • • • • • • • • 1 Account Specialist – TDCX Malaysia October 2018 – October 2020 Delivered high-quality support across email, chat, and phone for billing, technical, and API-related inquiries. Assigned as Point of Contact (POC) to design, structure, and integrate an additional outbound calling process on top of existing email and chat customer channels. Identified and improved internal processes to enhance customer satisfaction and reduce turnaround time. Collaborated with global teams to meet client KPIs and optimize service delivery. Senior Executive (Insurance Audit & Verification) – EXL Philippines March 2018 – October 2018 Conducted outbound audits to verify insured business data and ensure accurate premium calculations. Reviewed tax documents and employee classifications for compliance with insurance standards. Generated detailed reports for insurance providers to support underwriting decisions. Customer Care Professional (American Express US Credit Cards) – VXI Global Philippines June 2013 – February 2018 Handled inbound calls for U.S. AMEX cards, upskilling to service high-end Platinum and Gold card members. Assigned to be the POC of the team, performing side-by-side coaching, quality feedback, and goal setting. Assistant Manager (Customer Service for U.S. Banks) – Genpact March 2008 – June 2013 Served as Assistant Manager overseeing multiple Team Leads, Quality Managers, and their respective agent groups. Provided strategic coaching, mentoring, and performance reviews to turn around underperforming lines of business. Ensured strict alignment with client goals, operational scorecards, and performance standards across US retail banking and consumer lending support. Promoted a positive work culture while driving client satisfaction and operational targets. Customer Care Specialist (UK Retail Banking and Credit Cards) – HSBC Data Processing August 2007 – March 2008 Customer service by inbound calls to both UK credit cards and retail banking accounts. Chosen to be upskilled servicing Platinum and Gold cards that includes lost and stolen process portfolios, managing complex workflows. Recognized as one of the top sales agents across the entire site. Senior Customer Care Specialist (US Telco Account) – IBM Daksh June 2005 – August 2007 Handled inbound customer service, billing, technical support, disputes, and payments for a major US telecommunications carrier. Was the Sales POC of the team and eventually promoted to a Senior CCS and was assigned to mentor teammates, providing real-time floor assistance. • • • • • • • • • • • • • • • • • • 2 EDUCATION & CERTIFICATIONS Bachelor of Science in Computer Engineering De La Salle Lipa • Graduated 2005 Six Sigma Green Belt Trained, tested, and certified 3