Kristy Ben Mabrouk
Learning Management System (LMS) Helpdesk Administrator at Wizlearn Technologies Pte Ltd- Claim this Profile
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English -
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Tagalog -
Topline Score
Bio
Credentials
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Professional Business Writing
Shirley Taylor Interactive Training System - Program 1Jun, 2016- Oct, 2024 -
UP! Your Service
UP! Your ServiceFeb, 2014- Oct, 2024 -
CERTIFICATE OF EMPLOYMENT INTERMEDIARIES (Basic) with EFMA
NTUC LearningHubOct, 2011- Oct, 2024 -
ASIC RG Tier 2 General Insurance Compliance
Kaplan Business School (Australia)
Experience
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Wizlearn Technologies Pte Ltd
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Singapore
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Information Technology and Services
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1 - 100 Employee
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Learning Management System (LMS) Helpdesk Administrator
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Apr 2021 - Present
• Provide 1st Level Technical Support to Users via Phone or Email • Escalate unresolved issues to the technical department • Ensure the documentation of all cases • Ensure that all cases are resolved within the stipulated time-frame as per the SLA. • Generate reports for management review • Responsible for testing out new updates with the technical department. • Provide periodical feedback to the technical department • Create training notes for the different group of users • Conduct users training periodically • Responsible for data migration for client and create new user • Provide support to business development team and content team Show less
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Vodafone
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United Kingdom
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Telecommunications
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700 & Above Employee
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Email and Social Media Executive (Customer Service Operations)
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May 2017 - Jan 2020
• Manages Social Media Care, Online Chat Support and Emails for Consumer, Business and Fixed Plans of Vodafone Qatar • Exports posts, tweets and messages from Social Media tools of Vodafone Qatar official pages such as Facebook, Twitter and Instagram. • Responds to inquiries, account modifications and addresses complaints from customers using the chat support tool from the Vodafone Homepage Website and My Vodafone Mobile Application and leading a seamless self-service App experience for the customer. • Communicates with existing and potential Vodafone customers via on-line conversations and outbound calls to educate on products and offers, upgrades of existing products or converts prepaid plans to postpaid when needed. • Technically skilled and expert on Consumer, Business and Fixed Plans and responds to 3-4 Live Chat Queries within Service Level agreed • Updates the Customer Relationship Management Tool with details and action taken on customer’s concern. • Organizes an Outbound Survey and Account Health Check courtesy calls to check customer experience and satisfaction on products/services, follow-ups on issues or concern by escalating issues more than SLA to stakeholders/ Account Managers or Vendors to close the issue. Show less
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Singtel
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Singapore
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Telecommunications
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700 & Above Employee
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Customer Care Executive (Home Relocation Contact Centre)
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Dec 2012 - Aug 2016
• Subject Matter Expert for relocation request of the following Residential Services: o Analogue and Digital Telephone Lines o ADSL Broadband (Asymmetric Digital Subscriber Line) o Fiber Optic Broadband • Coordinates with customers thru e-mail, inbound/outbound call or face-to-face interaction for the development of cases or complaints • Follow-up with key stakeholders, department/external contractors, suppliers to schedule or expedite deliveries and resolve shortages for telecommunication supplies • Checks the correctness of work orders raised by backroom based on the installation appointment of the Field Engineering Team • Directs and coordinates purchasing/procurement by managing inventory levels, stock verification and incoming product delivery schedules of telecommunication equipment required by the team • Revise work orders created by the system during technical issue as validated by the Field Engineers • Functions as an Assistant Team Leader and oversees day to day operations of the department in the absence of Team Leaders and Manager by supporting with management duties such as: o assisting in implementing policies and procedures o creating business e-mail to customers and stakeholders o generating daily and monthly team reports o updating department's Key Performance Indicator (KPI) records o performing voice retrieval and systems checking to validate complaint calls o organizing calibrations, presentations and department meetings o assigning action items to appropriate team members o compiles and controls records/related files by updating electronic information systems, hard copies of customer with a strict accuracy in accordance with Singapore Privacy Act o in-charge for the labeling and updating document titles and constantly checking central system and enhancing ways to make the process seamless Show less
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HR Millenium Consultancy Pte Ltd
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Human Resources Services
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Marketing and Recruitment Manager
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Sep 2011 - Dec 2012
• Provides and sources qualified leads and potential clients to the marketing and recruitment team from all advertising and job channels • Contacts former clients and establishing new clients to build portfolio of roles to fill thru email and/or phone • Books job orders and project proposals as requested by new and existing clients • Represents and markets candidate's skills set to prospective clients to gain job order and schedules interview and meeting between candidate, client and recruitment executive • Weekly and monthly monitoring of sales productivity report and directly reporting sales output to the company Director and ensuring that marketing quota has been achieved as required by the business • Assists on human resources and administrative/clerical tasks such as accompanying candidates to Ministry of Manpower for work permit verification and medical examination fulfillment • Collecting documents from clients and companies for hiring completion Show less
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Citi
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Mexico
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IT Services and IT Consulting
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100 - 200 Employee
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Sales Compliance Analyst
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Jan 2010 - Jun 2011
Sales Compliance Analyst • Reviews compliance on sales leveraging calls in accordance with the regulatory and legal requirements set forth by Citibank Australia (incl Bank of Queensland, Virgin MasterCard, Card Services and Credit Union Banks) by performing voice retrieval based on a random sample of confirmed sales offers (Insurance, Upgrade, Limit Increase, Balance Transfers)• Liaises directly with Supervisors and/or Sales Coaches to ensure that coaching, feedback sessions and appropriate action is taken to address any/all issues raised.• Corresponds with stakeholders and offshore managers by phone or email on business inquiriesCustomer Service & Escalations Officer• Assist on the inquiries of account holders & specializes on the following: o Credit Card accountso Personal Lending / Ready Credit accountso Wealth / Savings accountso Mortgage accounts• Reviews and organizes requests for authorization approval / reversal as instructed by the merchant’s bank or authorization center and approves customer’s requests for daily withdrawal limit increase through bank• Assists customers with online banking access and telephone banking inquiries Telemarketing Officer• Handles inbound and outbound calls to execute account health check campaigns developed by the Marketing Department to improve customer service• Organizes sales offer to customers who were pre-qualified for promotional campaigns Account and Insurance Retention Officer• Specializes in handling customers who opted for account closure and insurance cancellation• Proactively assist clients in providing marketing information that the bank offered particularly special sales options and retention tools (Insurance, Upgrade, Limit Increase, Balance Transfers)Customer Service Officer • Handles customers’ concerns regarding Citibank Australia accounts• Promotes other bank products and card features to clients for sales purposes (Insurance, Card Upgrade, Limit Increase, Balance Transfers etc) Show less
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Customer Service & Escalations Officer
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Sep 2007 - Dec 2009
- Provided assistance to the inquiries of account holders & specializes on: Credit Card accounts Personal Lending / Ready Credit accounts Wealth / Savings accounts Mortgage accounts- Facilitated VISA / MasterCard emergency card and cash advance requests within authoritylimit- Reviewed and organized requests for authorization approval / reversal as instructed by the merchant’s bank or authorization center- Approved bank customer’s requests for daily withdrawal limit increase- Acted as a nightshift supervisor/senior customer service officer by addressing escalated concerns/ complaints and presenting practical resolutions of strict compliance to standardized company policies and thorough product and process knowledge - Monitored queue and updates daily service level statistics- Assisted customers with online banking access and telephone banking inquiries Show less
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Telemarketing Officer
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May 2006 - Sep 2007
- Handled inbound and outbound calls to execute account health check campaigns developed by the Marketing Department to improve customer service- Had been part of the pioneering batch that performed test calls for outbound campaignswhich had been successfully approved by the company and was developed as a functioningunit for account health check programs- Received inbound and executed outbound acquisition calls for new bank customers by proactively assisting prospective clients with the marketing information and suggesting products that will suit their needs based on their application eligibility- Organized sales offers to customers who were pre-qualified for promotional campaigns Show less
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Account and Insurance Retention Executive
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Jun 2005 - May 2006
- Specialized in handling customers who opted for account closure and insurance cancellation- Managed and resolved critical calls by acting as a relation officer who provided different options to satisfy customer’s concern- Proactively assisted clients in providing marketing information that the bank offered particularly special sales options and retention tools (Insurance, Upgrade, Limit Increase, Balance Transfers etc)
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Customer Service Officer
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Aug 2004 - Jun 2005
Handled customers’ concerns regarding Citibank Australia accounts Ensured that the costumers’ issues were addressed promptly and efficiently Promoted other bank products and card features to clients for sales purposes (Insurance,Upgrade, Limit Increase, Balance Transfers etc) Knowledgeable in using AVAYA system / soft phone program used in accepting calls Trained in using bank’s standard and back-end system for accessing accounts
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Education
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2000 - 2004
Philippine Normal University
Bachelor of Science in Education, Elementary Education and Teaching -
2000 - 2004
Philippine Normal University
Bachelor of Science (B.S.), Elementary Education and Teaching
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