Yu Xian Tan

Contributed to customer business planning and performance management by analyzing demand, revenue, and forecast data across assigned accounts. Supported quarterly and monthly business reviews through accurate reporting, insights, and data validation to enable informed decision-making. Partnered with Sales, Supply Chain, Finance, and Operations teams to monitor customer performance, identify variances, and support forecast accuracy improvements. Ensured data consistency across ERP and reporting systems while maintaining high standards of data quality and governance. Delivered customer and management dashboards using Excel and Power BI, highlighting key KPIs, trends, and risks. Supported continuous improvement initiatives by identifying process gaps and recommending data-driven enhancements. Open to connecting with peers and exploring opportunities to contribute to innovative operational solutions within the industry.

Supported enterprise service delivery through performance monitoring, incident management, and data-driven reporting for DaaS/EaaS accounts. Partnered with cross-functional teams, including service delivery, technical, and business stakeholders, to track performance against SLAs and KPIs, identify variances, and support continuous improvement, skills directly transferable to sales operations and account performance management. Key Responsibilities & Achievements: Monitored account and service performance in real time, proactively flagging anomalies and escalating issues to minimize business impact, similar to identifying forecast or demand variances in a sales ops context Built and maintained Power BI and Splunk dashboards to track KPIs, SLA performance, and operational trends, translating raw data into actionable insights for management and stakeholders Prepared performance reports and root cause analyses using Excel and Power BI, supporting data-backed decision-making across teams Reduced overall system downtime by 30% through proactive analysis, root cause identification, and timely escalation, demonstrating a track record of using data to drive measurable operational improvement Acted as a single point of contact during critical incidents, coordinating between technical teams, delivery partners, and business stakeholders, comparable to managing customer or account relationships across Sales, Operations, and Finance Maintained data accuracy and compliance across ServiceNow and reporting systems in line with ITIL processes, reflecting strong data governance and quality standards Identified recurring issues and process gaps, recommending improvements to enhance efficiency and reliability

Subject Matter Expertise & Customer Support Apply deep project knowledge and domain expertise to address customer issues and guide team performance. - In customer experience and operational efficiency, with hands-on experience leading teams at Teleperformance. Overseeing 50 agents, I boosted first-call resolution by 22% and implemented process improvements that reduced response times by 30%. Passionate about leveraging data-informed strategies, I guided cross-functional projects that enhanced client satisfaction and retention. Recognized with an Employee Excellence Award, I thrive in dynamic, multilingual environments and am eager to connect with professionals in customer success and operations to drive measurable business impact.

Language : Native in English, Traditional Chinese and Simplified Chinese I gained hands-on experience in customer service operations within a high-volume digital commerce environment. I directly supported customers and merchants through order inquiries, issue resolution, and platform-related support, ensuring a high standard of service quality. My contribution focused on delivering timely, accurate assistance while adhering to service guidelines and performance targets.