Experience

  • Head of Cust Care and Vendor Management

    at Singtel

    December 2016 - at Present

    Singapore

    Responsible for daily running of the contact centre operations, providing customer service to Singtel business customers with 14 teams comprising of 180 headcount in Singapore and Malaysia. Management of 2 sites with 14 direct reporting team managers, customer service executives, live chat agents, email agents and technical support agents . Project and Vendor manager for outsourcing project in the Philippines. Oversee 320 headcount in Manila, comprising of the Digital Service Team(web chat and messaging) and simple hotlines with BPO partner. Responsible for monthly invocing from the supplier and SPOC for all Singtel internal stakeholders who want to engage the supplier Assessed service gaps and proposed recommendations to enhance efficiency and service levels for contact centre operations. Responsible to achieve Key KPIs such as Service Level, CSAT result, SMS Poll score, NPS, Web Chat Engagement score, Email Response Rate and Satisfaction score

Education

  • Bachelor Of Commerce

    at Murdoch University

    2008 - 2010 (2 years) State of Western Australia

Hives