Experience

Aspire

• Singapore
• Financial Services
• 200 - 300 Employee

• Customer Care Lead

  • Dec 2021 - Present



Sleek

• Singapore
• Accounting
• 200 - 300 Employee

• Customer Success Manager

  • Oct 2020 - Dec 2021

  Job Responsibilities• Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather other feedback via Support and Survey Systems • Configure and install all the necessary tools that supports the excellence of the operation both in terms of effectiveness of the operations and in terms of client satisfaction • Represent the voice of the customer to provide input into every product, marketing, and sales process • Collaborate closely with my team members to support renewals and upsell opportunities • Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post-onboarding support • Collaborate with the engineering and product development team to set up or configure or improve our software platform as per customers’ requirements and troubleshoot technical issues raised by customers • Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow the customer base• Manage all escalation from internal and external stakeholders (Making sure to resolve all escalation within the day or next working with updating the client on the next step)•Being the main point of contact between the operational departments (accounting, compliance, company secretarial) and the client and ensure that consistency in terms of responsiveness and quality of responses provided are achieved.



Kelly

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Assistant Project Manager

  • Oct 2019 - Oct 2020

  Customer Experience Outbound, Assistant ManagerKelly Services (Ministry of Manpower) Oct 2019 – PresentJob Responsibilities• Building large outsource team from scratch in a fast paced and ambiguous environment. • Experienced people manager of a team of 15 supervisors and 150 agents. • Spearheading 2 major projects around Outbound and Outfield surveys while consistently overachieving KPIs.• Manage excellent stakeholder experience and cross functional collaboration with C-Level executives and the In-house team through effective communication and strategic influence. • Planning overall project manpower requirements to ensure teams are operating at optimum and being ahead of future challenges.• Constant improvements on current traditional tools and technologies used by both the outsource and in-house team to insure readiness when scaling. • Meticulous in extracting operational data to plan and forecast on potential problems while making data-driven decisions on a day to day basis.• Establish timely Learning & Training sessions for new and existing employees to stay updated on new or current processes and system implementation.• Initiating pro-active cross functional support to other teams and projects when business needs changes.



Grab

• Singapore
• Software Development
• 700 & Above Employee

• Customer Support Team Manager

  • Aug 2014 - Jul 2019

  • Early core team in Customer Experience Singapore• Managing full spectrum of operations during early set up including Voice and Digital channels and act as Acting Manager of Customer Experience Singapore• Navigating team members through changing business environment with hypergrowth and fast paced• Reviews selection process and conduct interviews for operation needs• Managing service operation team of over 30 team members supporting both Voice and Digital channel• Manage inhouse team supporting all Singapore business verticals (Food, Transport and Payments)• Team management includes leading the Incident Response Team (IRT) handling crisis and safety related cases• Primary point of contact for outsourced (BPOs) vendors for daily operations and coordination to meet shared KPIs• Work closely with different business functions to implement programs and gain insights to ensure efficient operations; reducing contact rate, improving AHT• Work across the customer experience local and regional team on projects to keep adding value to Grab• Collaborate with Regional Customer Insights team driving CSAT and NPS • Partner with a range of verticals (Payments, Partner Quality, Safety, User Trust) in relation to CE-related processes that requires finance, audit, process improvement interactions• Work closely with Training & Quality team (TQA) and Workforce Management ensuring quality focus, optimization and efficiency including planning of training needs, staffing capacity and intervals staffing deployments• Support the annual ISO 9001 for Customer Experience Singapore