Kiki Thao Hua
Director of Operations @Nextbite By Sbe
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WORK HISTORY
Director of Operations @Nextbite By Sbe
ABOUT KIKI THAO HUA
Successful track history uprooting and building new processes improving efficiency at scale. Trusted by Executive leadership and C-Suite to build new and restructure existing departments. 12+ years of leadership with 8 years of tech/start up experience while building opportunities for org wide and individual growth- Launched & trained overseas call centers [300+ trained international & domestic]- Restructured and built external to internal support escalation infrastructure [Phone/chat/sms/email > Salesforce & Enterprise Help Center > Internal Jira ticketing system] decreasing SLA & AHT across different teams by 25%-50%- Objective leadership within tech organizational growth and downsize- Successfully led 10 different teams within the last 5 years in a tech startup with quantifiable results [KPI and rock based execution] Including but not limited to technical deployment, onboarding, support, retention, hardware, technical escalation, root cause and training
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