Over 7 years of working experience in customer service and responsible in providing direct support to team leaders and contact center agents. Strong communicator at all levels of an organization. Experienced in designing call monitoring format and quality standard. Excel in meeting and exceeding deadlines, managing staffs and products and handling confidential matters. Self motivated professional who is recognized for abilities and working well with others and enthusiastic team player. Possess strong work ethic with a "can do" attitude.Proficient in Word, Excel, Powerpoint, Outlook and GIS application.
Quality Assurance (QA) Executive - 2012-2013
•Participate in design of call monitoring formats and quality standard.
•Perform call monitoring and provides trend data to site management team.
•Uses quality monitoring data management system to compile and track performance at them and individual level.
•Participate in customer and client listening program to identifying customer needs and expectations.
•Provides actionable data to various internal support groups as needed.
•Provides feedback to call centre team leaders and managers.
•Prepare and analysed internal and external quality reports for management staff review
•Provide ongoing coaching and guidance to call centre agents (iCons) to ensure quality services.
•Motivate iCons to perform and deliver excellent service to customer by recognizing good performance, creating a harmonious and conducive environment for the iCons and setting a good example via ‘leadership by example'
•Check on iCons readiness on new products.
•To identify staff training and development needs and liaise with management level.
•Provide feedback to management on any operational, customer, staff issues on any other matters that have impact on the success of the business of the company.
Customer Care Consultant (Postpaid and Corporate Queue) – 2008-2012
•Attend customer queries / requests tactfully and professionally via telephone
•Perform cross-sell and up-sell Value Added Services and products
•Provide accurate, efficient and quality service that exceeds customer's expectations
•Adhere to escalation procedures of handling customer complaints at all times
•Maintain a high degree of responsibility towards customer confidentiality.
•Educate customer about organization's products and services and direct them towards available resources for self-help.
•Complete necessary documentation to manage customer complaints, issue, and subsequent solutions.
Strong academic background with distinction in core and selective subjects:
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