Suet leads AXA Asia's Operations customer experience strategy. Before she joined AXA Asia in 2014, Suet held key roles across customer experience, strategy & program office, and marketing in the telecommunications industry in Hong Kong.
Suet now champions the contact centre transformation across AXA Asia (including both Life & General Insurance entities across 8 countries including Hong Kong, Singapore, Malaysia, Indonesia, Philippines, Thailand, India & China). The team focuses on improving customer experience, including system implementation, resolution-focused operations routine and People initiatives roll out. Recent achievements including Servicing CRM (Salesforce) and telephony implementation (Genesys PureCloud), alignment of KPI & metrics across different countries with objective measures of FCR (First Call Resolution) and the deployment of automated ICF (Instant customer feedback), leading to improvement in customer satisfaction and exceeding regional targets. Through the People initiatives, the team has improved quality standards across contact centers. Regional standards in coaching guidelines, KPI measurement, and operational routines have also been established.
Suet previously led the “Customer Advocacy” Program at CSL by implementing the NPS (Net Promoter System). She was responsible for the development of customer experience strategy and a unified customer centric culture through effective internal communication channels and selected metrics. Suet worked in the Strategy & Program Office and spent over 10 years in different marketing management posts at CSL.
Suet holds an Executive Master of Business Administration (EMBA) degree from the Chinese University of Hong Kong.