Karen Q.

Experience

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  Teletech Customer Management Inc.

  Apr 2006 - Apr 2008

  Sprint Porting Specialist

  - Process customer’s request in porting his current phone number from his previous company to Sprint. - Handles port fallout that do not automatically activate in the Sprint network- Process programming of the phone once port is complete- Update customers on the status of their porting request- Educate customers on expected date and time of port completion

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  24/7 Customer Care Phil Inc

  Apr 2008 - Sept 2011

  Optus Customer Service Representative

  - Responds to customer’s inquiries and provide appropriate solutions at first contact by following a step by step call flow approach- Understands customer requirements, educate customer on inquiries and other product information - To learn and understand ongoing training and program updated to impact call handling and overall customer satisfaction- Follow structured call handling procedures, scripts, transfer protocols and call related protocols that lead to customer satisfaction and call resolution- To handle, empathize, pacify and control irate customers Show less

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  Teleperformance Singapore

  Nov 2011 - Jun 2012

  - Contact prospective clients to offer new launched insurance product- Accurately records customer information into the system- Presents company in a positive and professional manner - Contact prospective business clients to introduce New Generation Broadband- Set appointments for Starhub Account Managers to contact prospective clients in closing the transaction

  • Insurance Customer Acquisition Executive

    Nov 2011 - Jun 2012

  • Starhub Customer Service Representative

    Nov 2011 - Nov 2011
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  Income Insurance Limited

  Jul 2012 - May 2016

  - Monitor and manage team performance- Drive team to meet and exceed metrics expectations - Supervise and oversee the overall daily operations- Perform call evaluations and coaching to continuously improve service and to ensure compliance- Handles second level escalations - Handle three product lines - Life, General and Health Insurance - Provides assistance to team leader in managing the call floor and act as a backup team leader- Assist Customer Service officer on providing solutions on customer enquiries- Handles incoming calls/webchat/SMS - Understands customer requirements, educate customer on existing policies and provide necessary information- trained to handle 3 product lines - Life, General and Health Insurance - Attends to incoming calls/webchat/SMS and deliver high quality customer service- Handles customer inquiries and provide appropriate solutions- Provides relevant and necessary details so customer will have an informative decision towards their policies

  • Customer Service Team Leader

    Oct 2014 - May 2016

  • Senior Customer Service Officer

    Oct 2013 - Sept 2014

  • Customer Service Officer

    Jul 2012 - Sept 2013
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  AXA

  May 2016 - Oct 2023

  Customer Care Team Lead

  Acquired by HSBC Group. Now known as HSBC Life. - Oversee and manage the performance of the customer service team.- Provide guidance, support, and coaching to team members for continuous improvement.- Conduct regular performance assessments and provide constructive feedback to team members.- Monitor daily operations to ensure efficiency and adherence to established service standards.- Effectively manage and address customer complaints, ensuring swift resolution and customer satisfaction. - Analyze complaint data to identify trends and implement preventive measures.- Foster effective communication within the team and collaborate with other departments to resolve complex issues.- Liaise with relevant stakeholders to enhance service delivery and customer satisfaction.- Generate reports on team performance, customer feedback, and operational metrics.- Analyze data to identify areas for improvement and implement corrective actions. Show less

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  HSBC

  Nov 2023 - now

  Senior Associate - Customer Resolution Unit

  Conduct daily checks to identify emerging issues and proactively address potential customer concerns. Maintain accurate and detailed complaint data ensuring clear communication and understanding among teams. Conduct thorough root cause analysis to identify the underlying issues affecting customer satisfaction.Generate monthly reports outlining key trends, patterns and resolutions.Collaborate with various business units and stakeholders to discuss ongoing challenges, share insights on customer satisfaction strategies to provide comprehensive solutions to customers. Show less