Experience

Casio Singapore Pte Ltd

• Singapore
• Wholesale Appliances, Electrical, and Electronics
• 1 - 100 Employee

• Senior Customer Service Manager

  • Jul 2022 - Present

  Strategize service business planning and optimize departmental budget prudently from short to long term goal.• Succeed all relevant Customer Satisfaction, Contact Center and After Sales Service KPI to meet division objectives.• Meeting service repair target of 3.5 days for all products and keeping optimal spare parts inventory for quick repair turnaround time to achieve total customer satisfaction.• Make fundamental shifts in services, and facilitate team cohesion to deliver value and better experiences through customer’s verbatim.• Key driver of the yearly service revenue growth for after sales services by establishing key strategies on the allocation of resources.• Conduct relevant product technical and system training to local, regional partners and subsidiary offices for ASEAN region. • Conduct service center audit for regional authorized service center partners and distributors to meet company service guideline.• Manage all service touch point experience to ensure going beyond customer expectation of services through careful analysis.• Adopt customer-centric business processes and review all regional service partners performances on continuous improvement.• Mediator and handler for complex escalations and execute service recovery swiftly without compromising service experience.• Collaborate with sales department and lead activities of service continuum to improve customer satisfaction, loyalty, and revenue retention. • Identify customer friction and opportunities to improve experiences—and deliver new value. Proactively identify and analyze performance service gaps and exercise counter measures proactively.• Conduct Bi yearly performance appraisal review for immediate staffs as well as other internal recruitment matters. • Champion monthly service performance review all to stakeholders. Also include the championing yearly regional service manager conference. Show less

• Customer Service Manager

  • Aug 2013 - Jun 2022

  • Strategize service business planning and optimize annual departmental budget prudently from short to long term goal.• Succeed all relevant Customer Satisfaction, Contact Center and After Sales Service KPI (Repair Turnaround Time, Quality Assurance and Service Level) to meet division objectives.• Analyze repair data and forecast parts utilization ratio to meet repair turnaround target of 3.5 days in keeping customer experience optimal.• Make fundamental shifts in our services, and how teams work together, to deliver the value and experiences customers seek.• Being the key driver of the yearly service revenue growth for all after sales services activities.• Conduct relevant product technical and system training to local, regional partners and subsidiary offices for ASEAN region. • Collaborator and system support administrator for regional authorized service center partners and distributors.• Manage all service touch point experience which encompass email, Online contact us inquiry, online transactional and relational survey including service-related issues on social media)• Adopt customer-centric business processes and review all regional service partners performances on continuous improvement.• Mediator and handler for complex escalations and execute service recovery swiftly without compromising service experience.• Collaborate with sales department organizing service center activities as part of service continuum to improve customer satisfaction, loyalty, and revenue retention. • Identify customer friction and opportunities to improve experiences—and deliver new value.• Conduct Bi yearly performance appraisal review for immediate staffs as well as other internal recruitment matters.• Champion monthly service performance review meeting to management on departmental activities and service level performance matters.• Proactively identify and analyze performance service gaps and exercise counter measures proactively. Show less



Sony Electronics

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Head of Singapore Customer Information Centre Department

  • Apr 2011 - Jul 2013

  Head of Singapore Customer Information Centre DepartmentCustomer ServiceSony South East Asia Apr 2011 – Jul 2013 • Managing pre-sales and post-sales support. Type of support include technical and repair matters, products/promotions, warranty related matters and social media for Singapore. • Maintaining challenging service level, first call resolutions, response time objectives, staff adherence and key performance indicator for contact centre.• Improving and auditing the contact centre agent’s quality performance for enhance customer interaction and experience.• Evaluating training/developmental needs for contact centre staffs.• Planning and organizing contact centre activities for optimum support.• Managing Net Promoter Score (NPS/CSAT Survey) and conduct customer verbatim analysis to identify opportunity for operation and business improvement.• Collaborating with marketing team on promotions and communications mechanics.• Project implementation and road to market skills for CRM, IVR and Outsourcing funtions.• Championing Sony promises activities for superior customer services and loyalty.• Performing any other projects as requested by Division Head. Show less

• Business Analyst

  • Jun 2010 - Apr 2011

  Sony Electronics Asia Pacific Pte. LtdCustomer Service Planning and SolutionsSenior Executive Jun 2010 – Current•Liaising and working closely with other customer service operation in the Asia Pacific region.•Supporting the consolidation, analysis and evaluation of performance data (Service center and contact center Service Level KPI, Project Initiatives, ROI and other performance related statistics to repair and sales) from the regional management reporting.•Planning and execution of various customer service improvement activities in the region. (Example: Net Promoter Score Customer Loyalty Survey )•Reviewing survey compliance guidelines and ensuring up to date information are recorded.•Monitor and ensure regional Net Promoter Score (NPS) are achieved. Work closely with management team on key development and customer service initiatives.•Analyze competitor’s performance and provide benchmarking of business product and services. •Analyze customer survey feedback and verbatim. Report to management on rising customer expectations and new trend.•Experience in using Vovci EFM community survey designing tools.•Also involve in the department implementation of Microsoft Share-Point. A platform use for collaborative work, content management and business processes. Show less



StarHub

• Singapore
• Telecommunications
• 700 & Above Employee

• Supervisor

  • Jun 2004 - Jun 2010

  StarHub Pte Ltd Service Provisioning and Outsourcing (Customer Service) Supervisor Jun 2004 – 2010 Ensure SLA of the team is achieved by analyzing call trend without compromising customer experiences. Ensure maximization of manpower planning and staffing allocation to achieve customer satisfaction that is calling to our hotline. Ensure daily field jobs on time delivery are achieved with accurate job allocation and control and following up with customers. Handle General Email to enquiries and feedback. Reply and response to customers need with SLA period. Study and analyze feedback and work with management on remedy action plan. Experience in using Genesys solutions and Ultra Intelliportal system for conducting agent service observations and call evaluations. Constantly working collaboratively with consultant on improving system efficiency to enhances or automates processes so that resources are allocated to more critical function. (Example: Develop a solution leverage using SMS technology. Automated real time updating for daily job orders CRM system and improve overall efficiency. Perceived service level is also improved in the call centre.) Manage overall team function and provide coaching to agents. Engaging agents in work together towards organizational goals. Internal recruitment matters and vendor support. Show less



Singapore cable vision

• Team Leader

  • Jun 1998 - Jan 2004

  Responsible for providing senior-level with weekly and monthly business reports on operation. Detailed out reports to aid senior team in analyzing the data. Work together to enhance overall team function and performances. Derived methodology for team to perform daily job functions. Ensure document of process flow are prepared according to scope. Responsible for all follow up thread and escalation to be completed timely. Exercise quality assurances in ensuring all agents job responsibility are achieved thru measurements. Show less



Singtel

• Singapore
• Telecommunications
• 700 & Above Employee

• Sales Associate

  • Jan 1997 - Jun 1998

   Assume active role in selling wholesale services to customers.  Prospect and close sales to expand customer base and increase market share.  Manage relationship with service providers and provide after sales service to ensure service level was achieved.  Ensure and maintain long-term customer satisfaction and loyalty.  Maintains frequent contact with senior level executives of the customer  Assume active role in selling wholesale services to customers.  Prospect and close sales to expand customer base and increase market share.  Manage relationship with service providers and provide after sales service to ensure service level was achieved.  Ensure and maintain long-term customer satisfaction and loyalty.  Maintains frequent contact with senior level executives of the customer