Irene Yong
About Irene Yong
Irene Yong serves as the Customer Support Manager for EMEA and US at Swift, where she oversees global support delivery. With a background in biotechnology and extensive experience in customer support operations, she is skilled in using various CRM tools and managing teams across multiple regions.
Work at Swift
Irene Yong holds the position of Customer Support Manager for EMEA and US regions at Swift, focusing on Global Support Delivery. She has been with the company since 2022, contributing to customer support operations in a hybrid work environment based in Selangor, Malaysia. In her role, she oversees the management of customer support processes, ensuring effective service delivery across multiple regions.
Previous Experience at TDCX
Prior to her current role, Irene Yong worked at TDCX as a Senior Operations Team Leader from 2017 to 2021. During her four years in this position, she was based in Selangor, Malaysia, and operated in a hybrid work setting. Her responsibilities included managing customer support teams and enhancing operational efficiency within the organization.
Education and Expertise
Irene Yong earned her Bachelor of Science (Hons) in Biotechnology and Management from Universiti Kebangsaan Malaysia, where she studied from 2014 to 2017. Her educational background provides her with a strong foundation in statistical analysis and customer journey mapping. She has developed expertise in managing customer support operations across the EMEA and US regions.
Skills in Customer Support Operations
Irene Yong is proficient in various CRM tools, including Zendesk, Salesforce, and Jira. She possesses skills in risk identification and mitigation within customer service operations. Additionally, she is experienced in managing 24/7 shift patterns and implementing change management strategies within customer support teams.
Background in Diverse Work Environments
Irene Yong has experience working in both startup environments and Business Process Outsourcing (BPO) setups. This diverse background has equipped her with the ability to adapt to different organizational cultures and operational frameworks, enhancing her effectiveness in customer support management.