Experience

nessa

• Singapore
• Medical Equipment Manufacturing
• 1 - 100 Employee

• Call Center Representative

  • Oct 2020 - Present



RCI Asia Pacific

• Customer Care Specialist

  • May 2017 - Oct 2020

  1. Respond to member communications via the web platform in a professional manner.2. Complete with a high degree of accuracy various affiliate, inter-departmental and inter-company reporting and notifications.3. Provides feedback to team leaders and managers. 4. Prepares and analyses internal and external quality reports for management staff review on quality monitoring of calls.5. Handle escalations from Call Center agents and Supervisor.6. Perform investigative tasks to determine root cause and resolution of identified complaints. Ensures that agreed resolution deadlines are met and that feedback is provided appropriately.7. Accurately update reporting and tracking of complaint responses.8. Primary contact for assisting Asian and Global members with difficulties at resorts within as per the Global member servicing policy.9. Assists with inbound calls as needed, and handles outbound calls to members or affiliates regarding complaints. Ability to work with affiliates, developers and account managers in a collaborative capacity to resolve issues.10. Monitors, analyzes and controls complaints received from members and come up with processes and projects with the aim to reduce the complaints volume.11. Provide recommendations to management in terms of processes and policies that may help reduce the volume of complaints and cost of compensation while increasing member satisfaction.12. Provide proper guidance, support and direction to the sales team by undertaking an advisory role.13. Provide training and guidance to Call Center Agents and Supervisors in terms of first-level objection and complaint handling techniques.14. Work with internal business partners on feedback and recommendations regarding product and service complaints (service lapses or resort quality issues).15. Continuously evaluate and identify opportunities to drive process improvements.16. Work closely with different cross sectional teams to improve overall knowledge.



Tele-centre Services Pte Ltd

• Call Center Representative

  • May 2016 - May 2017

  1. Reporting to Team Leader. 2. Operations: a. Handling required answering phone calls and the enquiries from the callers. b. Customer Care Officer should approach the Group Leader as 1st level of escalation on any request to respective channels and sources. c. Manage feedbacks and complaints and resolve issues, Follow up the call diligently to to meet the deliverables. d. Alert Team Leader if there is unusual call pattern or enquiries. e. Prepare and submit Team members time sheets for payroll computation. 3. Team Management: a. Assist the Team Leader on the following: i. Daily Staff Attendance Adherence ii. Daily Team Briefing iii. Daily break (Meal and Rest) b. Assist the team of Customer Care Officers to achieve internal and external key performance indicators. c. Will be the Mentor for New Hires to provide new employees with a reliable, motivated, single point-of-contact for their basic questions regarding their work experience at Tele-Centre. d. Conduct On Job Training for New Hire. e. Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.4. Others: a. Works as a member/leader of special or ongoing projects that are important to area/process improvement. b. Undertake any other tasks delegated by the Team Leader.

• Customer Service Care

  • May 2013 - Jul 2016



Intercal Singapore Pte. Ltd

• Conference Administrator

  • Jul 2011 - Mar 2013

  1. Intensive training and Administrative supports for relevant products.2. Problem resolution for products via all means of communication necessary.3. User account creation for relevant products and parties.4. Credit and billing review for corporate and individual accounts.5. Escalating and liaising with next level support including 3rd party vendor on potential unresolved cases.



Tele-Centre Service Pte Ltd

• Customer Service Representatives

  • Apr 2010 - Jul 2011

• Customer Service Representatives

  • Apr 2010 - Jul 2011



Apple

• Customer Service Representatives

  • Nov 2009 - Feb 2010

  1. Effective and efficient execution of credit card recovery process for all credit card authorisation declined orders.2. Perform Risk Management process on online credit card orders.3. Release credit related blocks on the order in SAP for prepaid orders.4. Achieve target % of Order Cycle Time (OCT) performance in the Credit Validation bucket.5. Answer inbound customer inquiry calls and using documented procedures and available tools.6. Undertake proactive outbound communication to customers to inform of the credit card related issues.7. Escalate issues , log customer calls/emails appropriately.8. Maintain awareness of and compliance with all HR personnel policies.9. Accountable for appropriate knowledge and use of departmental and company systems databases.10. Achieve specified performance goals (KPI).11. Participate in project work as/when required in order to implement improved systems.12. Working closely with internal departments and External logistic partners to achieve the right outcome for Apple Customers.



OPUS IT Pte. Ltd.

• Senior Customer Service Officer

  • Aug 2008 - Nov 2009

  1. Reporting to Team Leader. 2. Operations: a. Maintain and improve previous responsibilities in Junior Executive. b. Leading, advising and training a team of Four(4) General Advisers in handling daily job. c. Provide necessary training towards new staff on product info, system usage, daily task and job responsibilities. d. Monitor incoming call rate in order to maintain the quota to be reach. e. Monitor team and staff's quality improvement and report to Team Manager for monthly report. f. Handling feedback and complaints of the customers which involved products, Quality of Service (QoS) of group members.3. Team Management: a. Actively involved in planning, hunting and preparing details and resources for training program. b. Involved in training presentation for future staff development. c. Observing and preparing reports on staff development on post-training event.



Opus IT Ptd Ltd

• Customer Service Representative

  • Nov 2007 - Jun 2008

  1. Assist customers in providing relevant product information and knowledge towards the requested product.2. Advising and troubleshoot both technical and non-technical problems (e.g hardware faulty, RMA Issues and etc) for customers.3. Arrange appointment for customers on behalf of technician to troubleshoot their faulty product.4. Handling customer's inquiries, complaint and feedback and escalate it to the relevant department.5. Update records including user's profile, warranty records and etc.