Experience

Speedoc

• Singapore
• Hospitals and Health Care
• 1 - 100 Employee

• Customer Experience Executive

  • Sep 2022 - Present

  Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia • Handles inbound call, outbound call, email, WhatsApp and Facebook for both Malaysia and Singapore customers. • Arrange doctors & nurses for house call or video consultation appointments. • Arrange emergency and non-emergency ambulance services for patients. • Reach out to customers that provide low scoring on CSAT & NPS and to investigate the reason of low scoring. Providing exact reason of low scoring and to identify the root cause of the issue or validity of the low… Show more • Handles inbound call, outbound call, email, WhatsApp and Facebook for both Malaysia and Singapore customers. • Arrange doctors & nurses for house call or video consultation appointments. • Arrange emergency and non-emergency ambulance services for patients. • Reach out to customers that provide low scoring on CSAT & NPS and to investigate the reason of low scoring. Providing exact reason of low scoring and to identify the root cause of the issue or validity of the low scoring. • Compile daily call center performance report for the Head of Customer Experience for daily huddle on call center service level, call center abandon rate, company’s daily and month to date (MTD) revenue and all cancellation reasons. Show less



Startek

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Executive (AmMetLife), Startek Malaysia

  • Oct 2018 - Sep 2022

  Selangor, Malaysia - To perform outbound call to remind customer to provide account numbers for policy payout and policy maturity - To perform outbound call to welcome customers upon purchasing a new policy with AmMetLife and to perform a post sales survey. - To ensure 100% adherence to PDPA regulation when obtaining the account number - To ensure all calls performed are attempted, 3 attempts within 30days - To perform outbound call to remind customer to remit premium payment for missed… Show more - To perform outbound call to remind customer to provide account numbers for policy payout and policy maturity - To perform outbound call to welcome customers upon purchasing a new policy with AmMetLife and to perform a post sales survey. - To ensure 100% adherence to PDPA regulation when obtaining the account number - To ensure all calls performed are attempted, 3 attempts within 30days - To perform outbound call to remind customer to remit premium payment for missed payments or failed premium payment deduction - To ensure all calls performed are attempted a minimum 3 attempts within 30days - To answer inbound calls from customer - To resolve customer’s enquiries and issues through call - A team player that contributes to the team to achieve the daily department targets (Service Level – 80% / 20 sec, abandon rate of 2% and First Call Resolution (FCR) cases of 90%) - To respond to customer through emails - To resolve customer’s enquiries and issues through email - A team player that contributes to the team to achieve the daily department targets (Service Level – email respond within 48hours and 80% case closure within 5 working days) - To answer calls and respond to emails from agents - To answer calls and respond to emails from Banca staff (AmMetLife Staff) - To provide support for both Banca staff and agents while they are on mobile. - To resolve customer’s enquiries and issues through this channel - Supports case finding from social media and complaints - Collaborating with the Head of Customer Care to ensure daily cases are being attended according to the correct process and providing feedback to training / quality team on case encountered through daily huddle during case sharing segment - Oversee the overall case movement for customer care - Providing support to the staffs on ways to handle the case faster - To provide support to customer care center staff on cases that has issues Show less



AIA RACC Agency

• Administrative Assistant

  • Mar 2018 - Sep 2018

  • To support agents on the paper work and enquiry on the policy while they are on mobile. • To support agent’s customer on their policy enquiry • To ensure customer satisfaction • To ensure all administrative task are in order so that agents can sell seamlessly. • To assist all agents within the same agency to schedule appointments, events, and travel arrangements • To ensure customer database are being updated regularly